Driver & Valet

This role is known for guaranteeing a safe and efficient delivery and collection of Hertz vehicles, whilst maintaining the Hertz cleanliness, safety standards and brand, by demonstrating excellent customer service at all times.

JOB PURPOSE

This role is known for guaranteeing a safe and efficient delivery and collection of Hertz vehicles, whilst maintaining the Hertz cleanliness, safety standards and brand, by demonstrating excellent customer service at all times.

CUSTOMER SERVICE

• Provides world class customer service, creating a friendly, welcoming customer experience through personalized service during both the rent and return process, maximizing customer loyalty.
• Customer Satisfaction & NPS scores meet or exceed location targets.
• Less than 5% customer complaints.
• Delivery and collection SLA’s met.

DRIVING

• Delivers and collects the correct vehicle from the branch to the customer in accordance with SLA’s.
• Handles safety in a driving and operational capacity to ensure customers and colleagues are safe at all times.
• Obeys the Highway code.
• BVRLA Compliant.

QUALITY CONTROL

• Identifies and regularly checks the vehicle maintenance standards in-line with Hertz SOP, to ensure a rentable standard is met.
• Achievement of vehicle cleanliness audit.
• A successful service & quality assessment (SQA).

AUDIT & COMPLIANCE

• Adheres to company SOP’s for all delivery and collection provisions, to ensure the location is fully compliant.
• Includes control of customer data under GDPR.
• On return they document any additional damage to ensure the company asset is rentable and to limit loss of revenue.
• 100% achievement of the internal location's audits.
• Achievement of Damage detection targets.

CLEANING

• Cleans and carries out inspection of vehicles to ensure they leave the location in pristine condition, in order to maximize customer experience and maintain company assets.
• Achievement of vehicle cleanliness audit.
• Peer feedback.
• Customer Satisfaction & NPS scores meet or exceed location targets.

Qualifications

• Full Driving License, valid in the UK with no more than 3 points.
• Previous customer service experience desirable.
• A good level of computer literacy.
• Good level of written & verbal communication skills.
• Demonstrates a customer service focus within the organization.
• Creates an atmosphere that inspires others to achieve at a higher level.
• Helps others navigate planned and unplanned change.
• Enlists the talent of others in order to meet objectives.
• Understanding how the organization generates revenue; owns every dollar.
• Seeks and incorporates feedback from other departments into daily work/department.
• Tries out new and untested approaches.
• Actively seeks out new learning opportunities.
• Readily readjusts priorities to respond to pressing and changing customer demands.
• Helps team/organization reduce obstacles and uncertainty.
• Focuses on productivity; works to eliminate waste.
• Continually questions the status quo.
• Acts with integrity at all times.

About Us

The Hertz Corporation operates the Hertz, Dollar Car Rental, Thrifty Car Rental brands in approximately 9,700 corporate and franchisee locations throughout North America, Europe, The Caribbean, Latin America, Africa, the Middle East, Asia, Australia and New Zealand. The Hertz Corporation is one of the largest worldwide airport general use vehicle rental companies, and the Hertz brand is one of the most recognized in the world.