SELLING Positively promotes and delivers colleague development to ensure sales are provided ethically, encouraging customer loyalty and repeat custom. Identifies best practices across the network and aligns colleagues to deliver on these, maximising opportunities to increase revenue. Identifies good sales performers and highlights under performers to line management. • Increased penetration on VAS/core products sold • Increased revenue for the UK overall • Achievement of VAS targets
CUSTOMER SERVICE Ensures Hertz quality standards are adhered to across the network, through friendly and welcoming behaviours. Seeks out ways to improve our loyalty programme and increase membership. Completes regular location visits to walk the customer journey at rent and return and suggest or advise improvements. • Reduction in customer complaints • Achievement of increased loyalty and membership targets. • Achievement of UK NPS target • Completion of all rentals, reservation and quotations in accordance with Hertz Policies and Procedures
PROBLEM SOLVING Analyses customer problems, helping to diagnose issues and resolve, in order to increase customer satisfaction. Proactively reviews NPS scores and employee engagement results, discusses with the team and agrees actions for improvement. Identifies any problems in the rent and return systems and works with stakeholders to resolve, providing feedback to colleagues on updates. • Improved NPS scores • Improved employee voice scores • Increased Gold Plus Reward customers
DRIVING FOR RESULTS Develops the customer experience strategy to deliver and exceed business and personal goals. Supports local managers to set objectives that stretch individuals and teams whilst remaining realistic and achievable. Provides observational feedback, coaches and trains where required. Seeks opportunities to grow the customer and agency network in-line with the 3-year UK strategy. • Revenue growth YOY • Achievement of UK NPS target • I-check usage improvement • Increase in damage detection ratio
COMMERCIAL AWARENESS Understands the market and reviews benchmarking to ensure we are an industry leader. Identifies revenue opportunities for both improvement of ancillary and increase of damage revenue and implements plans to execute these swiftly. • Increased revenue YOY • Return on investment of new products • Increase on DDR and DCR
RELATIONSHIP MANAGEMENT Liaises with operational managers to maximise the commercial contribution by location. Managing the network by performance monitoring and maintaining a two-way relationship so that each location can be a true Hertz Ambassador. • Increase EBITDA • Revenue growth YOY • Peer feedback
• Proven experience leading in a customer service function
• Analysis and reporting experience
• Strong knowledge of Microsoft Excel essential
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