Customer Service Representative at Enterprise Rent-A-Car

Start Date:
Aldershot Central London & City
Programme Type:
£15,750 annually
Review Date:
May 2015

Review Score


1. Please give an overview of your role and what this involves on a day-to-day basis:


Helping corporate accounts with any aspect of a rental - from booking requests to complaints and general day to day queries about our rental process. Dealing with insurance information such as vehicle details for each account. Taking phone calls and responding to emails. Making breakdown bookings for certain accounts and dealing with their after care and extensions. I also currently look after a few accounts in the absence of their in-house team as an additional to my current job role.

2. Have you learnt any new skills or developed existing skills?


Learnt to deal with difficult customers and queries. Helping accounts to reach a preferred agreement when we cannot agree to their Service Levels in order to reach a compromise rather than deal with a complaint. Complaint handling - finding the appropriate response and personalising each experience.

3. To what extent do you enjoy your programme?


I enjoy my role and how integral it is to daily rental. I enjoy interacting with accounts and account managers on a daily basis and preventing potential complaints by working with branches to reach a resolution.

4. How valued do you feel by Enterprise Rent-A-Car?


I feel that I could personally obtain more recognition from my immediate manager, although other managers above her are often thankful and recognise my daily efforts. It is shown in my PDMs that my work is recognised and noted, and I would like to think this will reflect in my career progression within the company when the time arises.

5. How well organised/structured is your programme?


Training into my role was easy as we had a good hierarchy within the team of those who were fully developed. We have lost a co-ordinator so we no longer have an additional escalation point which I think now affect our organisation, although I try and personally work on my own organising to help my day to day role. We have very few meetings as a team, and little support, although this is being addressed at the moment.

6a. How much support do you receive from your training provider?


I receive little support from my own manager regarding training and developing, although I have made good contacts with account managers and other managers within the company who offer advice and help when I require it.

6b. How much support do you receive from your employer?


I feel like I get the support I need, but I sometimes have to ask for it and reach out, rather than being asked if I need anything.

7. How well does your salary/package meet your costs?


I live locally so this doesn't reflect heavily in my salary, although I do feel that my additional work which is outside of my role and does not come under the terms of my contract could be noted better as it takes me away from my dedicated job and I don't get any benefits from this financially.

8. Are there many opportunities outside of work?


Yes there are quite a few. There is the new AIR@EBS committee which I am a member of which actively encourages employees to meet outside of work to bond - there are many different activities within this committee. There aren't many company events organised by the management and I would like to see more of this.

9. Would you recommend Enterprise Rent-A-Car to a friend?


9b. Why?

It is a good company to work for as it has many opportunities for career progression in different directions - management, recruitment, training, sales etc.

10. What tips or advice would you give to others applying to Enterprise Rent-A-Car?

Be open-minded. There are many different sides to Enterprise Rent-A-Car, not just renting cars. There is a skillset for everyone and so many opportunities!

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