Customer Service Representative

About this role

U-Drive are hiring! We have an great opportunity for a dynamic Customer Service Representative to join our committed team in Exeter. We are looking for a dedicated and hardworking individual who thrives in a dynamic and fast-paced work environment. As a vital part of one of U-Drive's essential teams, you'll play a key role in ensuring outstanding customer service.

About the Role
Under the guidance of the Branch Manager, you'll be part of a 45-hour rota that includes weekends. Your primary focus will be engaging with customers at the branch daily and addressing any inquiries that may arise.
Role Responsibilities

• Generating quotes based on customer requirements and managing bookings

• Confirming vehicle bookings and customer needs through phone calls

• Administering Rental Hire Contracts

• Utilizing internal systems for creating and processing vehicle bookings

• Verifying customer ID and making decisions based on insurance requirements

• Offering additional insurance products, upgraded vehicles, or add-on sale items during the point of sale

• Checking vehicles in and out with customers, explaining terms of the hire

• Handling payments, processing refunds via credit cards, cash, and online payment methods

• Managing customer queries and complaints both over the phone and face-to-face

• Conducting vehicle checks with customers, noting existing and new damage incurred during the hire

• Managing vehicle faults, damage, or SMR (Service, Maintenance, and Repair) to workshops

• Assisting with deliveries and collections of vehicles when required

• Assisting with vehicle valeting when necessary
Requirements
About You
The ideal candidate will be a can-do individual who thrives in a fast-paced work environment. Collaborating closely with the Branch Manager, the successful candidate will play a pivotal role in ensuring efficient vehicle hiring services, providing an exceptional customer experience.

• Full clean UK driving license

• Positive "Can do" attitude

• Ability to thrive in a fast-paced, changing environment

• Strong team player

• Commitment to providing excellent customer service

• Excellent telephone manner and communication skills

• Ability to work under pressure and meet deadlines

• Resilience in handling customer queries and complaints
Benefits
About Us
Established four decades ago, U-Drive is a family-owned and operated vehicle rental company that provides high-quality cars, LCVs, and specialised vehicles across the UK. Our cohesive team takes pride in delivering superb service to both business customers and private hirers.
What We Offer

• 30 days (including bank holidays) annual leave in your first year, with additional accrual after 24 months of service up to your 5th year, reaching 33 days of annual leave

• Training and development opportunities

• Discounts at 3,000+ stores

• Free eye tests

• Competitive pension

• Employee discount across U-Drive branches

• Employee Wellbeing Program