Customer Relationship Manager - Europcar
Main purpose of the role:
This is an opportunity to play a pivotal part in the management of our most prestigious client base.
You will be based in our Leicester HQ office.
Working with the Corporate Services Manager you will manage a dedicated 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 in our company therefore we 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.
You will also have regular face to face exposure with clients supporting our Account Director team at
the monthly business meetings as well as supporting in delivering new projects and initiatives.
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.
● To effectively manage the team to deliver and maintain the highest level of on site
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 review all processes to ensure we are operating most effectively in support of
our clients requirements
● 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
● Prepare and present regular weekly and monthly reports on In-house service level
performance
● Full ownership and timely management of any escalated complaints from initial investigation
through to successful resolution, along with any corrective actions.
Team Management:
● 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 Europcar Group UK strategy is shared with the In-house
team
● Carry out any other reasonable duties or ad hoc tasks as requested by Corporate Services
Manager
● Complete regular quality checks on work completed by your team
Key skills and attributes required
● To maintain a high quality of customer experience, recognising Europcar Group Strategy and
Objectives
● To follow all operational procedures and working instructions applicable to the job
● Ensure all KPIs, both individual and team based, are accepted and managed within the
agreed SLA
● Ensure any system issues / contract discrepancies are brought to the attention of the
Corporate Services Manager
● Ensure that a professional and courteous image is portrayed at all times, both personally and
in attitude and appearance in the work area
● Good knowledge of the car rental industry would be advantageous but not essential,
however, demonstrating the ability to manage a dedicated team with 'client centricity' is
essential
What we can offer you:
- Competitive Salary
- Starting on 6 weeks holiday (including bank holidays), increasing with length of service
- Free on site car parking
- Pension and a lfe insurance scheme
- Enhanced Maternity Leave (subject to service and earning qualifications)
- Discounted car hire rates across our network
- 20% discount on EE mobile phone contracts
- Discounted hotel rates through the Accor Group after 12 months service*
- Cycle2Work
- Free annual eye tests
- Confidential legal and support service through BUPA
- Career progression and development
Why choose Europcar?
Joining the team of this market leading brand will give you the opportunity to progress your career in the rental industry. Europcar is committed to helping employees develop market-leading skills through ongoing training and development.
If you believe you have what it takes to become a successful Customer Relationship Manager within Europcar, then please apply today!
