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Zipcar Team Leader - Customer Service
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Zipcar Team Leader - Customer Service

Posted 3 March by Avis Budget Group
Competitive salary
Bracknell , Berkshire
Permanent, full-time

Zipcar UK currently has a position available for high calibre New Members Team Leader, looking to further their customer focussed career in the mobility industry.

London is now our largest market globally, with over a quarter of a million members using a fleet of 3,000 vehicles across two services: our established Roundtrip offering and our newer one-way floating Flex service.

Overview of the role

Reporting to the Head of Insurance, International, the New Members Team Leader will be responsible to leading the new members team to ensure our members application process is as seamless and efficient as possible, while highlighting potential risks to the business to minimize financial loss and help provide a better, safer service

Duties and Responsibilities

The core responsibilities of this position include, but are not limited to:

Application Vetting:

  • Managing the New Members team to ensure vetting completion in a set time
  • Monitoring teams performance and motivating them to achieve their goals
  • Setting team and individual targets and ensuring they are met
  • Training all New Members team new starters on their full job role
  • Providing ongoing feedback, coaching and support to team members
  • Owning recruitment, daily staffing organization and task assignments
  • Handling complaints and escalations efficiently
  • Using multiple business tools to identify and assess risk flags
  • Keeping up to speed on current risk trends
  • Maintaining and updating Standard Operating Procedures
  • Identifying technical barriers to entry and working with engineering to overcome these

Risk Mitigation:

  • Identifying Credit Card and Identity fraud
  • Flagging potential suspicious applications
  • Investigating fraud rings applying
  • Conducting account reviews

Requirements & Qualifications

The successful candidate would ideally bring:

  • Experience of at least 2 years working in sales or customer services roles
  • Experience in Training agents
  • Experience dealing with escalated complaints
  • A strong understanding of Zipcar’s goals and a high level of resourcefulness when reviewing service changes in order to drive a successful business.
  • Team player with an outgoing, friendly personality.
  • Excellent written and verbal communication skills and strong attention to detail.
  • Good knowledge of Microsoft Office based programs
  • Ability to multi-task efficiently and effectively
  • High level of personal drive and sound judgement
  • Tenacity, enthusiasm and a high work rate.
  • Ability to work on your own initiative
  • Strong intuition and ability to notice inconsistencies

Working Hours

40 hours and 5 days per week Monday - Sunday.

Standard shifts range from 9am - 6pm

Required skills

  • Customer Service
  • Management
  • Process Improvement
  • Team Leader

Reference: 39991320

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