The Hertz Corporation Duty Manager - Liverpool Airport in Liverpool, United Kingdom
Hertz started as a 12 car operation in Chicago in 1918, and has since grown into one of the world’s leading car rental companies with over 9000 corporate and franchise locations throughout approximately 140 countries. The secret of our success is no secret, really - it lies in providing rewarding career paths, fostering personal achievement and celebrating our collective success. Being a world leader takes talent, a clear vision of the road ahead, a driving passion for excellence, but most of all, great people.
Across the UK we employ 1,400 people with over 30 different nationalities and we’re currently looking for a Duty Manager to be based at our Liverpool Airport location.
What is this role all about?
As a Duty Manager you will motivate the frontline team to achieve maximum delivery of exceptional customer service and plan and ensure yield opportunities by actively planning fleet volumes and labour resources with demand. The Branch Supervisor will analyse and constantly improve financial performance through capturing all growth opportunities and maintaining low cost levels.
Ensure the delivery of first class service to all our customers with emphasis on revenue maximisation. Promote the sale of ancillary products, optimise Key Performance Indicators (KPIs) and optimise the usage of the assets of the branch.
Support Supervisor in branch fleet planning
Source individual cars needed
Ordering of tires/windscreens through Ariba
Branch shift rotas
Branch staff covers for holiday/absence
Approval of any stationary order
Ensure daily reports are run, reviewed and escalate issues to City Manager
Review new procedures and communicate accordingly
Ensure all rentals/returns are completed correctly
2. Maximise Customer Service
Review of daily NPS for branch
Tag/action and escalate complaints where appropriate
Support CSRs/Supervisors with over the counter customer complaints/issues
Deliver on targets set by City Manager
Work with Supervisor to identify training issues in relation to revenue management
Awareness/monitor of competitor activity and escalate to City Manager
3. Health & Safety
Carry out branch quarterly H&S audits
Review and action findings and escalate more serious issues to City Manager
4. Financial/Quality Audits
Support and co-ordinate any branch audits
Ensure branch is run in line with company procedures and up to audit standards
Overview of all areas within branch and ensure they are appropriately managed,
Responsible for absence management (short term sickness) within branch and escalate LTS to City Manager
Daily Management of Supervisors
Appraisals for Supervisors/CSR’s
Identify/investigate disciplinary issues.
Recruitment of Supervisors/CSRs/Drivers/QIs
Exit Interviews as appropriate
Communication with HR
Identify staff training needs and escalate to City Manager
Day to day coaching and mentoring of all branch staff.
Plan induction for new branch staff
6. Cost Controls
Management of daily branch petty cash
Responsible for Neverlost units
Provide and deliver customer service excellence by ensuring that staff give the highest priority to customer satisfaction.
Work closely with other key departments within the organisation to develop the branches and enhance service delivery.
Ensure that rental, security, control of Company assets and Health and Safety procedures are met and adhered to.
Ensure that all rentals, re-rents, reservations and quotations are completed in accordance with Hertz Procedures and policies.
Drive sales of ancillary products and maximise revenue growth.
Plan and monitor so that required tasks are completed on time and to a high standard.
Coach and develop your team to the highest level of commitment and ensure that the highest levels of customer service and image are established and maintained throughout.
Ensure your shift operate within Hertz procedures in terms of personnel, policies and service.
Previous people management & sales experience
Operational Supervisory/Management Experience
Effective People Management Skills
Planning & Organisation Skills
Negotiation & Influencing Skills
Demonstrates flexibility and able to work within demanding business environment
Full driving License
Ensure Vision, Mission and Values underpin all activities
In return for your hard work and dedication, you will be rewarded with excellent career opportunities, training & development, a competitive Incentive package, staff discount programme and many more.
If you believe you have the skills and experience required to succeed within this challenging role in an established organisation please APPLY NOW
Job ID 135724
# Positions 1
Category RAC Operations