At a Glance
- Tasks: Provide friendly customer service and manage queries for vehicle rentals.
- Company: Join Europcar, a leading car rental company with a focus on customer satisfaction.
- Benefits: Enjoy competitive salary, 6 weeks holiday, free parking, and discounts on car hire and mobile contracts.
- Other info: This role includes extensive training and support to help you excel.
- Why this job: Be part of a dynamic team that values customer experience and offers career growth opportunities.
- Qualifications: Experience in customer service or motor claims is preferred; understanding of FCA processes is a plus.
The predicted salary is between 24000 - 36000 £ per year.
Europcar Mobility Group
At Europcar Mobility Group, our purpose is to help to change the way you move. We are guided by our core values: We are happy to help, We embrace change, We take responsibility, We act with respect and We move as one. Our culture is built on valuing the contribution and diversity of our team where every individual is treated with dignity and respect. Acting with respect is at the heart of everything we do, and we are fully committed to creating a workplace where differences are celebrated and everyone feels empowered to contribute their unique perspectives.
Job Description
Location: Leicester HQ
The Business Services Department based at Europcar’s Leicester Support Centre focuses on providing a professional reservation, rental management and complaint handling service to our consumer and key account customers, as well as providing administrative support to other business units.
Our Customer Care Agents will be required to manage inbound and outbound enquiries from a variety of consumer and corporate customers, at all stages of the rental journey.
Managing a wide variety of contact methods and using various systems and customer platforms, the multi-skilled, cross-functional Customer Care Agent will ensure an exceptional level of service is provided to all internal and external customers, whilst working in line with Europcar’s policies and procedures.
Working hours: 40 hours per week: Monday - Friday - 0800 -1800 and Saturday - 0800 -1300
Benefits:
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Competitive Basic Salary
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Starting on 6 weeks holiday (including bank holidays), increasing with length of service
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Free on site car parking (subject to availability)
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Pension and a life insurance scheme
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Enhanced Maternity and Adoption Leave (subject to service and earning qualifications)
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Discounted car hire rates across our network
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20% discount on EE mobile phone contracts*
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Discounted hotel rates through the Accor Group after 12 months service*
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Cycle2Work*
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Free annual eye tests
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Confidential legal and support service through BUPA
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Career progression and development
*forms part of current non contractual benefit offering
Main duties:
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To maintain a high quality of Customer Service recognising the Company’s One objectives.
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Establish and maintain a good working relationship with all of our internal and external customers
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Placing reservations via phone or email utilising multiple applications and/or providing reservation support to those using direct hire sites
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Assisting our customers during their live rental
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Providing post rental support through proactive complaint management
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Provide technical support where necessary
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To act as the day-to-day liaison for the Customer and Europcar branches to ensure smooth running of our services
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Ensuring contractual SLAs are exceeded as specified within our T&Cs and Corporate contracts
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Complete security of all Europcar policies and rental rates
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Ensure any system issues / contract discrepancies are brought to the attention of the Team Leader / Line Manager at the earliest opportunity
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Ensure that a professional and courteous image is portrayed at all times, both personally and in attitude and appearance in the work area
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To complete any other reasonable duties requested by your Team Leader and/or Line Manager
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The ability to demonstrate excellent customer service approach and work with strong organisational and prioritisation skills
Key skills and attributes required:
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Excellent administrative skills, communication and attention to detail
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High quality standards
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First class IT - knowledge of all Microsoft and Google packages
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Able to work using own initiative as well as ability to work within a team
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Highly results driven
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Customer centric approach
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Confidence to work across all levels of the business
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Practically minded: able to roll sleeves up and get stuck in
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Available to work overtime when requested
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Work well under pressure and achieve deadlines: excellent time management
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Take ownership - for all tasks and duties designated to you
If you believe you have what it takes to become a successful Reservation Agent within Europcar, then please apply today!
Agencies - Please do not send any speculative candidates or CVs in response to this advert. The Company will not accept any terms and conditions based on speculative applications being sent.
We welcome and encourage applications from individuals of all backgrounds, experiences, and abilities, regardless of race, ethnicity, gender reassignment, nationality, sexual orientation, age, disability status, religion, or any other dimension of diversity. We are dedicated to building a team that reflects the communities we serve and fostering an environment of equity and inclusion, where respect for one another is essential. If you need any accommodations or assistance during the application or interview process, please let us know. Together, through mutual respect, we can create a more equitable and inclusive future.
Europcar Mobility Group is a global mobility player, with 75 years of mobility services expertise and a leading position in Europe. “We help to change the way you move” is what we stand for and brings us together.
We offer to individuals and businesses a wide range of car and van rental services, be it for a few hours, a few days, a week, a month or more, on-demand or on subscription, relying on a fleet of more than 250.000 vehicles, equipped with the latest engines including an increasing share of electric vehicles.
Our brands address differentiated needs, use cases and expectations: Europcar® - a global leader of car rental and light commercial vehicle rental, with a premium positioning, Goldcar® - a frontrunner at providing low-cost car rental services in Europe, and Fox-Rent-A-Car®, one of the main players in the car rental market in the US, with a "value for money" positioning.
Customers’ satisfaction is at the heart of the Group’s ambition and that of our more than 8,000 employees, everywhere we deliver our mobility solutions, thanks to a strong network in over 130 countries.
More info at: www.europcar-mobility-group.com
Customer Care Agent in Leicester employer: Europcar
Europcar Mobility Group is an exceptional employer that prioritises employee well-being and growth, offering a competitive salary, generous holiday allowance, and a range of benefits including discounted car hire and enhanced maternity leave. Our inclusive work culture fosters respect and collaboration, empowering team members to contribute their unique perspectives while enjoying the flexibility of a hybrid working model from our Leicester HQ. Join us in shaping the future of mobility in a supportive environment that values diversity and encourages professional development.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Care Agent in Leicester
✨Tip Number 1
Familiarise yourself with Europcar's services and values. Understanding their mission and how they operate will help you align your responses during interviews and demonstrate that you're a good fit for the company culture.
✨Tip Number 2
Brush up on your complaint management skills. Since the role involves handling customer queries and complaints, being able to discuss effective strategies you've used in the past will show your capability in this area.
✨Tip Number 3
Network with current or former employees of Europcar. They can provide valuable insights into the company’s work environment and expectations, which can help you tailor your approach when applying.
✨Tip Number 4
Prepare for potential scenario-based questions in your interview. Think about how you would handle specific customer service situations, as this will showcase your problem-solving skills and customer care approach.
We think you need these skills to ace Customer Care Agent in Leicester
Some tips for your application 🫡
Understand the Role:Before applying, make sure you fully understand the responsibilities of a Customer Care Agent at Europcar. Familiarise yourself with their customer service processes and the importance of complaint management.
Tailor Your CV:Highlight relevant experience in customer service or the motor claims environment. Emphasise your skills in complaint management, investigation, and root cause analysis to align with the job requirements.
Craft a Compelling Cover Letter:Write a cover letter that showcases your passion for customer service and your understanding of Europcar's values. Mention specific examples from your past experiences that demonstrate your ability to manage customer queries effectively.
Proofread Your Application:Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism.
How to prepare for a job interview at Europcar
✨Know the Company Inside Out
Before your interview, make sure you research Europcar thoroughly. Understand their mission, values, and the services they offer. This will help you align your answers with their goals and show that you're genuinely interested in the company.
✨Demonstrate Your Customer Service Skills
As a Customer Care Agent, you'll need to showcase your ability to handle customer queries effectively. Prepare examples from your past experiences where you've successfully resolved complaints or improved customer satisfaction. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Familiarise Yourself with FCA Processes
Since the role requires knowledge of FCA delegated authority processes, brush up on these regulations before your interview. Being able to discuss how you would apply this knowledge in real scenarios will impress your interviewers.
✨Prepare for Scenario-Based Questions
Expect to be asked about how you would handle specific customer service situations. Think about potential challenges you might face in the role and prepare thoughtful responses. This will demonstrate your problem-solving skills and readiness for the job.
