Customer Service Manager

We are currently seeking a Team Manager with excellent communication skills and proven experience in managing teams within contact centres and face-to-face environments. The ideal candidate will have a background in vehicle rental services, insurance, or subscription-based industries.

Our Customer Service and Handover Teams offer comprehensive support to customers throughout their rental contracts. This includes extending bookings, handling vehicle service and maintenance requests, assisting with payments, processing fines and penalties, and providing in-person walkarounds with detailed vehicle condition reports. Additionally, the team supports technical queries and completes the rental check-out process.

At Rapid, one of our key market differentiators is our unwavering focus on customer needs. We are committed to doing the right thing for our customers while delivering fair value.

Role:Customer Service Manager
Location: Gravesend
Working Hours: Monday to Friday, 37 hours between 9am and 5:0pm

Salary: £35,000 plus a performance related bonus up to £3.5k

What you will be doing:

• Coaching and developing a team of Customer Service Representatives and Handover Specialists to deliver a consistent positive customer experience and a productive work environment.
• Communicating clear messages confidently and able to motivate all team members
• Oversee all customer support activities, including booking extensions, service and maintenance requests, payment assistance, and processing fines and penalties
• Ensure smooth handover processes, including in-person vehicle walkarounds, vehicle condition reports, and technical support.
• Monitor customer feedback and implement improvements to enhance customer satisfaction and loyalty whilst striving for one call resolution outcomes.
• Meeting and exceeding team and departmental key performance indicators
• Develop training programs to enhance team skills and knowledge, ensuring high standards of service delivery.
• Regularly conducting 1-2-1’s, coaching, call monitoring and quality feedback
• Set performance goals, conduct regular evaluations, and provide feedback to team members to drive continuous improvement.
• Handle escalated customer issues and complaints, ensuring timely and effective resolution.
• Prepare regular reports on team performance, customer feedback, and service metrics for senior management.
• Be accountable for the interrogation of both historic and real-time performance data to improve Customer Service
• Managing sickness absence by ensuring team members follow correct reporting procedures, updating absence on internal systems and completing return to work meetings
• Proactively utilise management information to identify gaps in process and service delivery
• Meeting defined targets and delivering continuous improvements in performance and productivity

What we’re looking for:

• Minimum of 3-5 years of experience in Customer Service management, preferably in the vehicle rental, insurance, or subscription-based services industries.
• Proven track record of leading and managing teams in contact centres and face-to-face environments.
• Excellent verbal and written communication skills.
• Strong problem-solving abilities and a customer-centric approach.
• Exceptional organizational and time-management skills
• Knowledge of Anti-money laundering and know your customer regulations
• Clear vision of what excellent service looks like and a passion for consistent delivery of exceeding customer expectations
• Ability to communicate clearly and effectively to the team and present information in ways that promote understanding and colleague buy-in
• Articulates a vision that generates excitement, enthusiasm and commitment
• Comfortable in challenging the status quo in a constructive and collaborative way
• Effective in utilising interpersonal and influencing skills where appropriate

All roles are subject to DBS and Financial checks, any offer made will be conditional until checks are completed to a satisfactory standard.

If you think you would be a great fit for us, but don’t meet all the requirements of the role, please contact us as we’d love to discuss how the Acorn Group could be the next step in your career journey.