Customer Service Representative (late shift) - Remote / Work from Home

Overview

We’re Enterprise Mobility. A family-owned, global mobility leader with a $39 billion turnover, nearly 90,000 team members, and operations in 95 countries. Led by CEO Chrissy Taylor, the third generation of the Taylor family, we’re built on a legacy that gives us the stability to focus on the long-term success of our people, our customers and our business.

We’re currently seeking a home-based Customer Service Representative to join our Out of Hours Customer Support team.  As part of the Out of Hours Team, you will play a key role in supporting our strategic breakdown accounts outside of standard business hours. The team operates until midnight, seven days a week, ensuring that customers continue to receive a high level of service whenever they need us.

The role is a permanent full-time 40hour per week position and the salary is £28,000.00 per annum. 

The position is fully home based and involves working late shifts scheduled between 3:00PM and 12:00AM, up to five shifts per week across Monday to Sunday, however some flexibility may be required.

Our Customer Service Team is responsible for delivering best-in-class service to customers across the UK and Europe. During our core operating hours, the team supports a wide variety of customer enquiries across multiple phone lines, including:

• Pre-hire enquiries
• Current rental support
• Post-hire queries
• Complaint resolution
• Support for airport locations and high-volume branches

Responsibilities

• Provide exceptional customer service to internal and external customers
• Handle a variety of customer enquiries across multiple communication channels
• Support customers with pre-hire, current rental and post-hire queries
• Resolve customer concerns and complaints in a professional and empathetic manner
• Provide support to airport locations and high-demand branches when required
• Manage strategic breakdown accounts during out-of-hours operations
• Maintain accurate records and complete administrative tasks efficiently
• Manage customer expectations and provide timely updates
• Work collaboratively with colleagues to ensure service excellence
• Adhere to all company policies, procedures and compliance requirements
• Contribute to team goals and performance expectations

Qualifications

The ideal candidate will posses the following skills and competencies:

• A passion for delivering excellent customer service
• Strong written and verbal communication skills
• Excellent organisational and time management skills
• The ability to work independently in a remote environment
• A positive, adaptable and solutions-focused approach
• Strong attention to detail
• Confidence working in a fast-paced environment
• The ability to prioritise workloads and manage multiple tasks effectively
• A willingness to learn and develop new skills
• A collaborative approach and commitment to supporting team success

Key (minimum) requirements - Personal

• Working 8-hour shifts 5 days a week Monday- Sunday 3pm- Midnight. 
• Must operate a Windows device and be able to hardwire connect to your router (Wi-Fi not permitted) You must provide your own device for this position. 
• Must be able to provide a suitable home-office environment which is free from noise and any distractions. (Desk and ergonomic chair are required)
• Strong PC skills and technical aptitude