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- Tasks: Lead a customer service team to deliver top-notch support for prestigious car rental clients.
- Company: Join a leading company in the car rental industry, known for excellence and innovation.
- Benefits: Enjoy competitive pay, career growth opportunities, and a dynamic work environment.
- Why this job: Be part of a high-profile role that values excellence and fosters strong client relationships.
- Qualifications: Experience in customer service management and a passion for delivering outstanding results.
- Other info: Opportunity to develop leadership skills and make a real impact in a thriving company.
The predicted salary is between 36000 - 60000 £ per year.
Working with the Corporate Services Manager you will manage a customer service team to ensure the performance delivered is the best in the industry. The customers you will be supporting are amongst the most prestigious car rental clients therefore they are looking for an outstanding candidate who strives for excellence in everything they do for this high-profile role. The role encompasses team and performance management, customer service, complaint resolution, continuous process improvement as well as developing the best working relationships at all levels within the client base.
Main duties of the role:
- Manage the In-house site as defined by the Company ensuring appropriate business solutions are reviewed, agreed, maintained and enhanced to benefit the Client and the Company.
- The role is also responsible for maintaining and developing relationships with all key customer contacts within the client base.
- To effectively manage the team to deliver and maintain the highest level of onsite reservations and rental management services in accordance with KPI.
- To motivate, support and empower the In-house team to achieve all aspects of key performance targets.
- Continuously explore and promote the most efficient and effective working processes to help meet the client and customers to improve the Company’s profitability, customer service and demonstrate continuous improvement.
- Develop and maintain strong working relationships with client contacts in order to gain a greater understanding of their business objectives.
- Identify areas of improvement within current processes and monitor performance.
- Attend monthly review meetings and prepare presentation slides on In-house performance, current issues, challenges, opportunities etc.
- Prepare and present regular weekly and monthly reports on In-house service level performance.
- Full ownership and management of any escalated complaints. Investigation, resolutions and corrective actions to be communicated within agreed timescales.
- To ensure all In-house procedures and processes are documented and reviewed regularly highlighting further improvements to Customer Service delivery, process efficiencies.
- Carry out recruitment and selection for all In-house vacancies and responsible for the training and induction of all new starters.
- Responsible for the performance and management of In-house staff, to exceed In-house KPI targets to ensure we deliver the highest standards of customer service.
- To develop and empower staff to undertake increased levels of responsibility.
- To ensure staff understand and adhere to the Company Operating and Quality Procedures.
- Monitor the telephony stats and targets, ongoing review of call handling and ensure agents are working to the agreed telephony SLA’s.
- Send updates on daily performance stats and progress to the team throughout the day.
- Ensure up to date knowledge of company strategy is shared with the In-house team.
- Carry out any other reasonable duties or ad hoc tasks as requested by Corporate Services Manager.
Customer Service Manager – Car Rental Account Management employer: Recruitment Avenue
Contact Detail:
Recruitment Avenue Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Manager – Car Rental Account Management
✨Tip Number 1
Familiarise yourself with the car rental industry and its key players. Understanding the specific challenges and trends in this sector will help you demonstrate your expertise during interviews and discussions.
✨Tip Number 2
Network with professionals in customer service management, especially those within the car rental sector. Attend industry events or join relevant online forums to build connections that could provide insights or referrals.
✨Tip Number 3
Prepare to discuss your experience in team management and performance improvement. Be ready to share specific examples of how you've motivated teams and enhanced customer service delivery in previous roles.
✨Tip Number 4
Research StudySmarter's company culture and values. Tailoring your approach to align with our mission will show that you're not just a fit for the role, but also for our team.
We think you need these skills to ace Customer Service Manager – Car Rental Account Management
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service management, particularly in the car rental or similar industries. Emphasise your achievements in team management, performance improvement, and client relationship building.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service excellence. Mention specific examples of how you've successfully managed teams and resolved complaints, demonstrating your ability to meet the high standards expected by prestigious clients.
Highlight Key Skills: In your application, focus on key skills such as leadership, communication, problem-solving, and process improvement. Use bullet points to make these skills stand out and relate them directly to the job description.
Prepare for Potential Questions: Anticipate questions related to team management, customer service challenges, and performance metrics. Prepare concise examples from your past experiences that demonstrate your capability to handle these situations effectively.
How to prepare for a job interview at Recruitment Avenue
✨Showcase Your Leadership Skills
As a Customer Service Manager, you'll need to demonstrate your ability to lead and motivate a team. Prepare examples of how you've successfully managed teams in the past, focusing on how you empowered staff and achieved performance targets.
✨Understand the Client's Needs
Research the car rental industry and the specific clients you will be working with. Be ready to discuss how you can develop strong relationships with key customer contacts and tailor your approach to meet their business objectives.
✨Prepare for Performance Metrics Discussion
Familiarise yourself with key performance indicators (KPIs) relevant to customer service management. Be prepared to discuss how you have previously monitored and improved performance metrics in your past roles.
✨Demonstrate Problem-Solving Abilities
The role involves handling escalated complaints and finding solutions. Think of specific instances where you've resolved complex issues and be ready to share your thought process and the outcomes during the interview.
