Job Description Main purpose of the role: (This is a fixed term contract role to cover maternity leave 12 months) The Business Services/Customer Services department based at Europcar’s Leicester Head Office focuses on providing professional complaint handling to all our Consumer, Tour and Corporate customers. As an Executive Relations Officer, you will be responsible for investigating and handling all Management Board and UK Senior Management team for live/post rental queries and reservations. In addition, we are responsible for managing escalated cases sent via BVRLA; the ECRCS and via the Small Claims Courts. We ensure they are fully reviewed and consistently worked to the highest standard of quality. Liaising with our external and internal customers and partners to provide a positive outcome to our customers. What we can offer you: Competitive Basic Salary Holiday Free on site car parking Pension and a life insurance scheme Enhanced Maternity and Adoption 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 forms part of current non contractual benefit offering Main duties of the role: ● End to end ownership (acknowledgement, investigation, resolution and necessary follow up) of all Execom, SMT, Small Claims, ECRCS, BVRLA, Social Media and Privilege queries that are allocated. ● Management of VIP reservation requests including support of customers who previously complained to Execom/SMT for their future rental requirements ● Ensure a premium experience for our clients by understanding their objectives, key requirements and ensure that Europcar delivers against them ● Support the creation of frequent reporting for Execom/SMT to create transparent view of outstanding and completed activities ● Deliver a customer focused, responsive, consistent and high quality service for our customers so as to achieve challenging KPIs and agreed Service Level Agreements. ● Work Together with Internal/External teams to provide solutions for Europcar’s customers. ● Maintain and update product knowledge in order to provide effective service and advise customers correctly. ● Ensure any system issues / contract discrepancies are bought to the attention of the 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. ● Support the wider Customer Service team with both knowledge and case working as time allows ● To work with Legal on small claims queries and represent in court on behalf of the company. ● Manage all Privilege queries in line with the procedure and liaise with ECI when assistance is required. ● Any subject accesses and GDPR issues ● Other duties as allocated by the Executive Relations Manager Key skills and attributes required: ● Experience of working within a Customer Services department ● A good understanding of Europcar processes, procedures and systems ● Complex Problem Solving Skills ● A confidence to discuss complex topics with the Senior Management Team / Management Board/Legal Department and our governing body. ● Ability to work in a pressurised environment working quickly and effectively to meet required standards ● Excellent verbal and written communication skills ● Very good decision making skills ● Accuracy and attention to detail ● Ability to work as part of a team to meet business objectives ● An ability to manage own workload and meet deadlines ● A calm and friendly customer focused approach with the ability to resolve issues restore the customers' faith in the company. ● A naturally helpful, outgoing, confident, friendly and enthusiastic approach to their work and their colleagues. A ‘can do’ approach to going the extra mile for all customers. ● Portrays an excellent customer focus and professional image at all times ● IT literate Europcar Mobility Group Europcar Mobility Group is a global mobility player, with 75 years of mobility services expertise and a leading position in Europe. “We help to change the way you move” is what we stand for and brings us together. We offer to individuals and businesses a wide range of car and van rental services, be it for a few hours, a few days, a week, a month or more, on-demand or on subscription, relying on a fleet of more than 250.000 vehicles, equipped with the latest engines including an increasing share of electric vehicles. Our brands address differentiated needs, use cases and expectations: Europcar® - a global leader of car rental and light commercial vehicle rental, with a premium positioning, Goldcar® - a frontrunner at providing low-cost car rental services in Europe, and Fox-Rent-A-Car®, one of the main players in the car rental market in the US, with a "value for money" positioning. Customers’ satisfaction is at the heart of the Group’s ambition and that of our more than 8,000 employees, everywhere we deliver our mobility solutions, thanks to a strong network in over 130 countries. More info at: www.europcar-mobility-group.com