Central Reservations Agent

Pension, 22 days holiday
16 Sep 2020
24 Sep 2020
Contract Type
Full Time
Who we are:

VMS (Fleet Management) Ltd is a forward-thinking fleet management and contract hire company with facilities throughout the UK. VMS provides a range of services to both blue chip and SME fleet operators and Insurance companies including contract hire, flexi hire, accident management repair and maintenance and fleet disposal and sales services.

VMS have built a strong, dynamic client base and pride ourselves on customer retention. Customer service and client focus are paramount to the business. We are now looking for a Central Reservations Agent at our Sunderland Branch.

Main Purpose of the Role

As a Central Reservations Agent, you will be the primary point of contact for designated customers either directly or indirectly, delivering a high quality and effective service by ensuring processes are followed resulting in the smooth delivery and collection of vehicles ensuring all client requirements are met, the role involves:

• Manage enquiries from customers through to satisfactory completion.

• Problem solving issues from customers and escalating unresolved concerns as necessary to team leader or line manager.

• Maintain daily contact with referred customers as detailed in the referrer service level agreement and build relationships

• Managing customer identification and fraud detection, ensuring any concerns are escalated to the team leader or line manager.

• To increase conversion leads by successful negotiation with customers within SLA's.

• Manage booking process of hire vehicle to the customer by effective communication and planning.

• Completion of customer case files making sure the information is accurate and up to date when passed to the reservations team.

• To ensure all required information is taken and recorded and in certain cases authorised by the insurer.

• Build rapport with customers and referrers, communicating effectively to correctly identify client needs.

• Work within agreed service level agreements to achieve team and individual monthly targets

• Produce daily reports and paperwork.

• Any other ad hoc duties as required by the business.

Key Skills Required: -

• Good level of Education - GCSE level or equivalent

• GCSE English & Mathematics

• NVQ Level 2 or higher in Customer Service

• Customer service experience

• Good knowledge of IT, Use of Word, Excel,

• Dealing with customer queries on the telephone

• Complaint handling experience

• Experience of working within an office environment

• Excellent communication and organisation skills

• Very good attention to detail

• Confident, Team player and Target Driven


• NVQ Level 2 or higher in Customer Service

• Good knowledge of IT, Use of Word, Excel

• Experience of working within a call centre environment

• Vehicle Hire Experience preferred but not essential

Personal Competencies:-

• Strong verbal and written communication skills

• Enthusiastic with a "can do" attitude

• A willingness to learn and grow within a commercial environment where customer service and client satisfaction is the primary focus

• Smart and professional in appearance

• Ability to work as part of a team

• Ability to meet deadlines in a fast-paced environment.

• Ability to switch from one task to another with ease and agility.

• Self-motivated and tenacious.

• A positive and professional attitude.

• Demonstrates honesty and integrity at all times.

Salary: GBP19,000 per annum

Job type: Full Time - Permanent