Call Centre Manager - Surrey - £24-£28,000 - Global Brand

Call Centre Manager – Surrey – £24-£28,000k – Global Brand

My client, an international Motor Vehicle Rental Agency, is offering an exciting opportunity for an enthusiastic, motivated and positive Customer Relationship Manager to manage their In-House sales team. Established for over 60 years, my client is a world player and Europe’s leading vehicle rental firm. With branches in more than 140 countries across the globe, the group’s network provides short and medium-term vehicle rental solutions for its customers.

The key purpose of this position will be to manage the In-House site and team ensuring appropriate business solutions are reviewed, agreed, maintained and enhanced to benefit the client and the company whilst effectively managing the team, supporting the Account Director to deliver and maintain the highest level of on site reservations and rental management services to the client. The team deal with Escalations and Billing Enquiries.

Role Responsibilities

• Develop and maintain strong working relationships with Clients and Customers in order to gain a greater understanding of their business objectives.


• To support Account Director to drive through behavioural changes/process enhancements to drive through continuous improvement by reviewing current processes and procedures.


• Daily management of complaints via the Compass System.


• Ensure effective communication with all internal departments.


• Ensure all administration and reports are completed accurately and within the agreed deadlines.


• Prepare and present detailed weekly and monthly reports where required to client and internal contacts.


• To ensure all In-House procedures and processes are documented and reviewed regularly highlighting further improvements to Customer Service delivery, process efficiencies.


• To understand and observe the Company’s Quality Policy and to follow all Operational Procedures and working instructions applicable to the job.


• Ensure In-House budgets are not exceeded unless business levels increase and dictate an increase to budgeted costs.

Experience

The successful candidate must have strong management skills to ensure effective management of the In House team and have the drive and focus to meet all objectives and deliver a first class customer service. Ideally you will experience of working in a call/contact centre in a management or supervisory capacity.

The kind of character that will be successful in this position will be self-motivated, passionate and a have a clear desire to succeed. You will have developed excellent communication skills both internal and external along with strong analytical and forecasting skills in order to achieve and exceed revenue budgets and improve contribution.

You will receive a Company Car/Car Allowance, Laptop and Smart Phone plus a range of other benefits on top.

If you are interested in hearing more about this opportunity please contact Stefano at Select.