Daily Rental Team Leader

**Daily Rental Team Leader - Vehicle Rental**

**Pendragon Vehicle Management**

**Hybrid Role**

**£26,000 salary with £2,500 bonus and car allowance, pension, critical illness pay, life assurance, 23 days holiday plus bank holidays, exclusive company discounts on used car purchases, leasing deals and aftersales services**

We have an exciting opportunity to join the Daily Rental Team at Pendragon Vehicle Management (PVM) in the role of Team Leader. This is a pivotal role within the rental team and will suit someone with operational and customer service experience. The role will require you to manage a team of up to 6 associates responsible for undertaking operational and administrative tasks to ensure the smooth day to day running of customer accounts, ensuring a high level of customer service, and ensuring agreed KPI’s are met. Reporting to the Head of Rental you will be an experienced leader with a proven track record in leading teams and getting the best out of colleagues to drive service excellence.

This is a Hybrid role based at our Head Office, which has recently undergone a major refurbishment throughout.

**What does the role of Daily Rental Team Leader involve?**
- To recruit, manage, motivate and lead the Daily Rental Administrators, monitoring and driving individual and team performance against a set of key performance indicators (KPIs)
- Provide clear and concise direction, support and guidance to the team through effective coaching, leadership and setting of SMART objectives
- Support the overall departmental KPI’s by coaching and developing staff to ensure we hit SLA’s across all contact channels
- You will ensure all incoming communication is managed professionally and appropriately and ensure that all calls are answered, dealt with and to script. You will manage the team to ensure all bookings are dealt with in line with set procedures and a seamless service is delivered
- Take ownership and responsibility for complex and/or escalated calls where a customer requires more senior involvement with their enquiry. Providing appropriate feedback and coaching upon completion of complex/escalated call to help develop colleague knowledge and experience with real time examples
- Where required, support the team and service levels by personally handling customer calls alongside other colleagues. Lead by example by providing an excellent standard of customer service
- Use a wide range of communication tools (including Huddles/Stand-Ups, Buzz Sessions, Team Meetings) to effectively communicate business expectations, provide updates and positively promote business and process change, ensuring colleagues have the confidence to always provide excellent service to customers
- Monitor and review individual colleague and team progress against business objectives
- Monitoring and managing adherence to schedules/shifts to ensure colleagues are working efficiently in order to support the achievement of required service levels
- Pro-actively build and maintain relationships between teams and departments, communicating all information clearly and in a timely manner
- Encourage an environment where regular feedback from colleagues is gathered, listened to and actioned to help continuous improvement
- Manage the supply network to best effect measuring performance through agreed Key Performance Indicators (KPIs)
- You will also oversee invoicing, audits, and management information reporting
- Be a great line manager and coach, ensuring your team receive regular feedback, face to face and virtually
- Act as a role model to others whilst striving to achieve high standards of performance and customer service
- Keep up to date with any industry changes affecting the business and relaying this knowledge back to the team

**What do you need to succeed in the role of Daily Rental Team Leader?**
- Proven people manager and coach, with a solid management background in fast-paced customer orientated environments - you know how to build and lead a team to deliver exceptional service to your customers
- Customer obsessed with experience of operating in a highly customer centric businesses
- Ambitious and results motivated, someone who wants to track performance and is competitive to continually improve this
- Strong analytical and numerical skills
- Vehicle rental experience preferred but not essential
- You will also need to show a high level of resilience and confidence and a commitment to continuous improvement of productivity, quality and efficiency, leading to improved service for our customers
- Excellent interpersonal skills able to engage with teams and stakeholders effectively
- Goal orientated, working well under pressure, with excellent time management skills and the ability to react quickly to requests
- Awareness of the impact of yours and your team’s performance on the commercial success of the organisation.
- A strong communicator, able to influence and inspire locally and remotely.
- Outstanding verb