Frontline Fleet Call Handler

U-Drive are looking for a confident, upbeat and personable individual to join the Head Office Fleet Team as a Frontline Fleet Call Handler. This is a fast-paced role requiring exceptional communication skills along with a good level of computer literacy which will see the right candidate making strong contributions to both the efficiency of the department and the exceptional customer service U-Drive pride ourselves on providing. You’ll be working a 40-hour week Monday-Friday.

About the Role

Our Fleet Team are the pivotal contact point between operations, customers and our supply chain. In this role you’ll be acting as the primary point of contact to all customers, providing real time solutions to real time problems whilst consistently delivering exceptional customer service.

Core Responsibilities

• Field all inbound calls for breakdown or unexpected events relating to vehicles out on hire in a timely manner- active listening and empathy are essential, whilst also managing expectations
• Provide immediate support and timely resolution to the customer over the phone in arranging SMR action with a professional and positive disposition and topline customer service
• Raise the SMR on appropriate software and pass to the authorisation and compliance teams for management, clearly communicating all details in full to both team members and the customer
• Maintaining accurate records on company databases and Microsoft Office documents
• Provide cover for the compliance team members with customer management and vehicle defect red cards as required

Requirements

About You

Successful candidates should demonstrate the following skills and competencies:

• Natural communicator with clear, concise and warm communication style and use of positive language
• Attentive with bags of empathy, able to validate customer feelings and concerns
• Active and effective listener- someone who knows that fully understanding customer queries and issues is the route to resolving the problem at hand
• Strong time management skills, able to prioritise plan, delegate and manage expectations
• Proficient with Microsoft office and comfortable with other operating software

Benefits

About Us

U-Drive are an established family-owned vehicle rental company with a 42-year legacy, operating over 4,000 vehicles across daily rental, contract hire and leasing fleet in the UK. Our commitment to excellent service extends to both business customers, and private hirers. With strong core values stemming from integrity, responsibility and respect, our collective team pull together to deliver ‘exceptional’ to our customer base time, and time again.

What we Offer

• 30 days annual leave (inclusive of bank holidays), increasing with length of service
• Employee discount on U-Drive rental vehicles, including discounts for friends and families
• Employee Discount Program offering savings on over 3,000 retailers
• Employee Assistance Program in partnership with Health Assured
• Company-sponsored training and development opportunities
• Free yearly MOT, on-site parking where available, mobile phone

​Apply now and let our Recruitment Team reach out to discuss your application. We're committed to a policy of equal opportunity, ensuring that everyone has a chance to shine at U-Drive!