Enterprise Holdings Customer Service Co-ordinator - Andover in Hampshire, United Kingdom
Add an annual turnover of $19.4 billion to a rental and leasing fleet of over one million vehicles spread across 9,000 locations worldwide and you get Enterprise Rent-A-Car – a business that’s grown into the largest global mobility provider in the world.
What is certain is that we encourage all of our employees to be the best they can be, and diversity is a priority in all areas of our business. We are proud to say we have been in the Times Top 50 Where Women Want to Work for eleven consecutive years and have been honoured with many other awards along the way.
Start your career with Enterprise, and you’ll be joining a multi-national, multi-billion pound turnover firm, and one of the UK's Blue Chip best companies to work for.
Our philosophy is to take care of our customers and employees first. We know if we do this, success will follow - for both our company and our employees. As such, Enterprise Rent A Car Andover has an exciting opportunity for a Customer Service Co-ordinator to run our Out of Hours operation and manage our Late Shift.
The Customer Service Co-ordinator is responsible for ensuring that the customer service provided to Enterprise Rent A Car's customers is always excellent by ensuring that a high quality product and service is delivered every time. The successful candidate will be expected to plan and co-ordinate an effective out of normal office hours and late shift operation through clear communication and a flexible logistical approach to meeting the needs of our clients and accounts.
The role will be based out of our Andover location and the successful candidate will be required to work varying shifts consisting of weekday, weekend, and evening shifts. The role will be 50 hours per week with an annual salary of £22,000. Monthly bonuses are also available for meeting KPIs.
Management of Customer Service and Operations
Manage the late shift team in providing a high level of customer service, including management of the fleet logistics, customer care plan and overall quality of the product
Ensure you have all communication with every customer at each stage – Delivery (call ahead) Collection (call everyone) 100% completion of our Corporate/late shift log
Maintain the branch operational plan and 100% completion of the out of hours operational plan
Evaluate and feedback on the customer service of late shift employees
Proactively seek process improvement to ensure high quality customer service
Resolve customer service issues and disputes in a professional and timely manner – All queries to come to you as Customer Service Co-ordinator of our late shift and out of hours. You must strive for having zero complaints make it to the complaints tracker.
Use initiative, independent judgment, discretion and decision making skills to perform a variety of duties and to solve problems
Ensure that the late shift complies with company / group policies, procedures, rules and regulations and all applicable laws
Oversee the daily cleanliness, maintenance and security of the branch and the assets contained within, including all vehicles
Manage overall late shift operations in absence of and / or request of the Branch Manager
Ensure the consistent application of proper underwriting practices
Perform customer service duties on an as needed basis, in the case of a difficult transaction, during busy periods, and / or for training purposes
Where applicable, personally provide a high level of customer service by assisting customers in person on delivery and collection of corporate rentals
Understand and communicate rental terms and conditions
Provide a high level of customer service by assisting customers with vehicle inspection, controls and fuel readings on delivery and collection of corporate rentals.
Provide a high level of customer service by assessing vehicle condition for returning customers on check-in.
Last customer contact to be at 9pm.
Process returns and check-ins when required.
Notify management of any known customer problems upon delivery and collection of vehicles
May be required to answer phones
Human Resource Management
Supervise, mentor, train, coach, evaluate and develop staff
Provide continual feedback regarding employee performance
Schedule and plan the work of late shift employees
Evaluate, document and confer with the Branch Manager regarding employee performance
Ensure adherence to company procedures and applicable laws
Accurately record the hours of any employees working on the late shift
Fleet Management and Maintenance
Evaluate fleet mix and utilisation
Manage fleet for rentals
Ensure adherence to deletion policy
Ensure completion of daily unit reconciliation
Manage vehicle maintenance and repairs, including preventative maintenance, manufacturers recalls, breakdowns and accident damage
Clean and inspect interior and exterior of vehicle using 25 point check list
Complete Vehicle Service Attendant log
Notify Branch Manager of any potential safety and maintenance issues on vehicles and equipment
All cars to be provided and recorded as clean, safe and with correct level of fuel (CSF)
Accurately record vehicle condition on delivery, collection and check-in of vehicle – any new damage to be documented and notified to Branch Manager
Drive, deliver and collect vehicles locally or out of area, following all rules of the road
May be required to conduct customer pick-ups and ride backs
Must maintain a safe and satisfactory driving record
Manage / maintain a regular and reliable level of attendance
Continuously build knowledge and skills, pursue training and development opportunities and attend required company sponsored training classes and meetings
Ensure the branch is clean and tidy ready for the next day
Ensure the premises & all assets are secured at close of shift
Must have customer service experience and be able to demonstrate excellent customer service ability
Previous experience in leading a small team
Must be able to work evenings and weekends
Must have a valid UK / EU driving license with no more than 2 moving violations and / or at-fault accidents on driving record within the past 3 years, and must have no drug or alcohol related convictions
Must be able to supply satisfactory references
Requisition Number: 2017-207251
External Company Name: Enterprise Holdings
External Company URL: www.erac.com