Careers at Zest

Zest Car Rental is an award-winning online Car Hire Broker and a Which? Recommended Provider. We are passionate about providing the best customer experience and giving fantastic customer service, before, during, and after the rental.

We are currently recruiting for an experienced Customer Relations Specialist to join our Customer Support team based in Dereham, Norfolk.

The way in which we deal with any post rental issues or complaints is very important to the business and must be handled in a positive way to obtain the best outcome for the Customer and the business.

As a Customer Relations Specialist, you will be managing post-rental issues and complaints. You will be working closely alongside our Product Department who are responsible for overseeing our co-operation with our providers.

The job will involve: 

• Providing prompt and skilled responses to complaints from customers, raised through the escalation process or received directly through calls or email.
• Liaising with both the customer and providers as a mediator; acquiring the facts and getting to the bottom of any issues, providing any necessary support and assistance.
• Arranging and prioritising workload against competing requirements, tasks and requests.
• Maintaining strong relationships across your contacts; taking responsibility, making great decisions, and doing the right thing for the customers, the car hire providers and the business.

What we require:

• Strong experience of complaint handling.
• An effective communicator; clear, strong and confident in both verbal (inbound and outbound calls) and written forms, with the ability to deliver strong messages.
• Is committed, dedicated and hardworking; unafraid to get stuck in and make suggestions.
• Has a strong moral compass and is driven to do the right thing; somebody who can manage a customer’s needs with empathy, care and compassion.
• Is swift and confident in making key decisions.
• Has excellent organisational and time management skills, with the ability to maintain quality and accuracy at all times.
• Keeps calm under pressure.
• Has strong IT skills and loves to learn.
• Loves to provide fabulous service, making people happy; and enjoys doing this all with energy, passion and a big smile.

Hours: 40 hrs per week.

Holiday Entitlement: 33 days including Bank Holidays.

Closing date for applications: 31/01/2025

To apply please send your CV with covering letter, clearly indicating job title to jobs@zestcarrental.com.