U-Drive are hiring a confident and positive communicator to join our busy Central Reservations team, fielding all inbound calls and enquiries. This is a fast-paced role which requires someone who can think quickly and provide exceptional customer service under pressure.

As a Customer Care Sales Advisor you will be the first voice of U-Drive. You will respond to enquiries, check availability, quote and convert those enquiries into confirmed reservations. You will also be the person the wider business runs through: every kind of query comes into Central Reservations, and you will need to know U-Drive well enough to answer most of them yourself and to route the rest to the right team first time.

Key Responsibilities

• Responding to enquiries in a friendly, professional and competent manner
• Producing accurate quotes based on customer needs and converting enquiries into reservations
• Using internal systems to create and process vehicle bookings
• Allocating reservations to the most suitable rental location
• Advising customers on the most appropriate vehicle for their requirements
• Upselling or downselling to maximise utilisation across each vehicle group
• Increasing revenue by promoting additional products that enhance the customer experience
• Accurately inputting customer information, sales orders and payments into the system
• Identifying and routing calls to the relevant department or extension quickly and accurately
• Identifying sales leads with the potential to generate additional business

About U-Drive

U-Drive is a well-established family-owned vehicle rental company with a 43-year legacy, operating over 4,000 vehicles across a daily rental, contract hire and leasing fleet in the UK. Our commitment to excellent service extends to both business customers and private hirers.

Our six company values shape how we work every day: Respect, Have Fun, Take Responsibility, Integrity, Start With The Customer, and Learn By Doing. We look for everyone to be a leader and an innovator, whatever their role or job title, and we recognise team members each month who bring those values to life.

Requirements

About You

You will be a quick study with a genuinely good memory. There is a great deal to learn about U-Drive — our vehicle range, our systems, our branch network, our insurance rules and how the wider business fits together — and the people who do well in this role absorb it fast and retain it. Just as importantly, when you do not know something, you ask. We would far rather you checked with a colleague than gave a customer an answer that turns out to be wrong.

Essential

• Full clean UK driving licence
• The right to work in the UK without visa sponsorship, now and in the future. U-Drive is not a licensed sponsor and is unable to sponsor applicants under any visa route
• A quick learner with strong retention, able to absorb detailed product, system and process knowledge and recall it accurately at speed
• The judgement and confidence to check with a colleague rather than guess when unsure
• Accuracy and attention to detail when entering customer information, bookings and payments
• A positive "can do" attitude and genuine enthusiasm
• Excellent telephone manner and strong communication skills, both written and verbal
• Confidence in converting an enquiry into a booking, and comfort promoting upgrades and additional products
• Ability to multi-task, prioritise and manage time effectively
• Problem solving skills, with a willingness to take ownership of a task through to resolution
• Resilience in handling customer enquiries and complaints
• A strong team player who listens, supports colleagues and puts the team first
• Honesty and openness, including the confidence to flag an error or a problem early

Desirable

• Previous experience in vehicle rental, motor trade, travel or a comparable telephone-based sales environment
• Experience of working with a reservation, rental or booking management system
• Experience of working to sales or conversion targets

Benefits

• 30 days annual leave (inclusive of bank holidays) increasing with length of service
• Employee discount on U-Drive rental, including discount for friends and family
• Employee Assistance Programme in partnership with Health Assured
• Company sponsored training and development opportunities
• Access to Employee Discount Programme offering savings on over 3,000 retailers
• Free eye test and £75 towards glasses
• Smart tech
• Competitive pension

• Opportunity to buy more annual leave where available