Customer Administrator

Europcar UK Group
£17350 - £17850 per annum + Benefits + Pension
12 Feb 2019
23 Feb 2019
Contract Type
Full Time

Role Profile

To provide a professional and friendly service based on site at RAC, Bescot.

To manage reservations, extensions, terminations and customer service for our customers.

Key Personal Activities

  • Establish and maintain a good working relationship with the Customer.
  • Establish and maintain a good working relationship with Europcar (UK) Rental Stations.
  • Create new reservations on Greenway
  • Manage all reservations via the authorised route to the Rental Station.
  • Check all reservations periodically to ensure that Stations have received and confirmed the hire request.
  • Pro-active management of all open rentals. To include extending hires or rehiring onto Driver Extension rentals
  • To work closely with Key Accounts
  • Ensure rehires/terminations are completed immediately after the hire period has expired.
  • Chase collection every 4 hours as a reminder, ensuring a quick turn around of vehicles.
  • Manage any customer service queries relating to live rentals, completing full investigation and resolution.
  • Work alongside Team Leader to identify root cause of customer service queries and make recommendations for improvement.
  • All emails to be actioned and filed, ensuring any agreed SLA's are achieved.
  • Maintain complete security of all Europcar (UK) policies, rates, terms and conditions
  • Carry out any other tasks and duties as may reasonably be required.


  • To maintain a high quality of customer experience, recognising Europcar Group Strategy and objectives.
  • To understand Europcar Groups Vision, Mission and Values.
  • To follow all operational procedures and working instructions applicable to the job.
  • To be aware and work to new GDPR requirements concerning data protection.
  • Ensure all reservations are accepted and managed within the agreed SLA.
  • Ensure all bookings are confirmed by the rental stations prior to close of business on a daily basis.
  • Ensure any system issues / contract discrepancies are bought to the attention of the Account Manager / Director and your line Manager at the earliest opportunity.
  • Ensure that a professional and courteous image is portrayed at all times, both personally and in attitude and appearance in the work area.

Key skills / attributes required:

Ability to communicate at all levels in order to build strong working relationships

  • Prioritise workloads in order to be able to meet tight deadlines and work under pressure in a fast paced environment
  • Confident in resolving complex queries and achieving solutions in a prompt fashion
  • Good literacy and numeracy skills are essential

Working Hours

  • Working hours between Mon - Fri, 8.00-18.00

This job was originally posted as

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