Job Ref: 214010395

Date: 2021-06-18 11:38:03

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Reporting to Reporting & Administration Manager, the primary purpose of the role will be the main point of contact for our Rent-a-Car business customers and to provide on-going support to customers throughout the car rental life cycle. The role holder will set up, develop and utilise customer processes and build relationships with stakeholders and customers, with the aim of adding value at every customer touch point ensuring a smooth set up, rental booking, transaction and in-life vehicle rental experience.

Main Responsibilities:

Act as key point of contact for all Corporate customers via phone and email, providing support through all key processes and resolutions for queries relating to rental, insurance and invoice issues by offering clear and concise advice
Providing daily mailbox management responding to queries within SLA
Provide support on a daily basis and be the main point of contact for the Area Sales Managers and Internal Sales Managers by dealing with all their customer queries to create consistency and effective customer management
Adhere to credit approval process for new and existing Corporate clients to reduce risk and exposure
Following internal processes to enter customer data efficiently with a high degree of accuracy both on our rental system and on our CRM system ensuring we have the relevant and up to date insurance certificate for the customer
Completing various administration tasks with high attention to detail including, logistics booking, customer set up, rental agreement handling and diary management
Generate customer invoices to ensure the Mobility revenue stream is maintained
Liaise with Finance to bespoke invoices are handled correctly and to assist them with any other Rent-a-Car queries
Manage and raise ad hoc invoices from Rental system such as vehicle damage to ensure correct generation of income for the Mobility team
Display time accuracy skills and the ability to manage own workload knowing when to prioritise tasks to demonstrate maximum efficiency
Using our rental system provide reporting to Corporate Customers and Brokers as required presenting information in the required format
Follow the customer complaint process to ensure effective customer management
Support the Internal Sales Manager as required to provide a consistent approach to both customers and our stakeholdersTo assist the Internal Sales Manager with any other ad-hoc tasks to support the day to day operation of the Rent-a-Car department

The ideal candidate will possess the following qualities:

Strong organisation and planning skills, delivering quality output to deadlines
Good attention to detail and strong quality focus
A genuine desire to help and support people and provide excellent customer service
Proven ability to liaise and communicate effectively with stakeholders
Excellent interpersonal, influencing, negotiation and communication skills
A flexible approach to take on varying tasks/activities
Ability to work in a proactive manner, under own initiative
Strong teamwork skills whilst maintaining individual ownership
High level of motivation and commitment
Drive to continuously improve processes for the benefit of the customer experience
Ability to operate without close day to day supervision
Good working understanding of MS Powerpoint, word and excel
Ability to learn and adapt to new computer software & programs quickly

These roles are for an immediate start until 30th September with potential to extend beyond this

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