This role will be reporting into the Area Manager and is known for the day to day running of the flagship location to achieve profitability by providing outstanding customer service, whilst maximising revenue and controlling costs. This role has an impact on profitability through great customer service and employee retention in the flagship location.
What You’ll Do:
Customer Service
- Provide world class customer service, creating a friendly, welcoming customer experience.
- Addresses process failings to make future improvements.
Fleet & Resource Planning
- Responsible for working with fleet to manage volumes and is accountable for labour resources in-lined with demand.
- Recruits and trains team members and works closely with other departments within the organisation to develop the location’s people through training and coaching.
Team Management
- Daily management of the teams through one‑to‑ones, feedback and support.
- Motivates and inspires the team with the right integrity and authenticity.
- Publicly celebrates exceptional performance to create and nurture a performance culture. Manages under performance of KPI’s daily and through monthly, yearly reviews.
Selling
- Display and drive individual and team selling skills that meet the needs of our customers, whilst identifying and maximising opportunities to increase revenue to meet the daily, weekly, monthly, and annual targets.
- Understand local market and actively deliver on sales opportunities and existing relationships with suppliers and customers
- Understands and contributes to the location P&L, in line with team management, to maximise profitability.
- Control of all cost lines at branch level
Control & Audit
- Adhering to company SOPs for all rent and return provisions, to ensure the location is fully compliant, including control of customer data under GDPR.
- Ensures rentable standard is met and any additional damage documented on return.
- Ensures the location is compliant with health & safety, financial audit and compliance training.
- Awareness of competitor activity in order to retain and grow the business and successfully manage relationships.
- Additionally, identifies and obtains local business to increase profitability of location.
- Encourages and maintains a ‘Best practice sharing culture’, always striving to find ways to improve service and change mind set.
What We’re Looking For:
- Proven previous managerial experience
- Previous customer service and sales experience
- Operational experience in a similar environment
- Ability to collaborate with internal and external stakeholders across multiple functions and locations
- Ability to influence
- Flexible and adaptable; ability to work effectively in ambiguous situations
- Excellent verbal and written communication skills
- Results driven, ability to make decisions and help solve problems
- Ability to build and lead a diverse, high‑performing, results‑oriented, and highly engaged team.
- Ability to drive process and organisational change.
- Ability to motivate teams and keep a positive attitude in a fast‑paced environment.
- Ability to work under minimal supervision with a goal‑oriented mindset.
- Ability to see the big picture and leverage critical thinking and decision‑making skills.
- Excellent organisation, time management, delegation, and prioritization skills.
- Courageous leadership and accountability.
What You’ll Strive For:
- Department focus areas include; Customer Satisfaction & NPS scores meet or exceed location targets, Defleet Efficiency, Employee retention, Identification of new business.
What You’ll Get:
- Up to 40% off the base rate of any standard Hertz Rental in a Corporate country
- Annual leave of 25 days
- Employee Assistance Programme for employees and family
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