· Responsible for the development of high customer satisfaction and ancillary sales development
· Leading Supervisors and Rental Agents at the counter, overseeing daily routines at the counter, control and execution of service standards and ensuring sales and service goals are met
· Target, monitor and develop staff to achieve and exceed branch sales and service targets
· Monitor and administer all staff sales and service incentives within the branch
· Develop all staff to deliver the highest levels of customer service and ensure total customer satisfaction
· Prevention of complaints and complaints handling
· Handling of complaints customer satisfaction tool (CES), analysis of complaints and deriving actions
· Be aware of competitor activity within the geographical area of responsibility
· Constant monitoring of fleet availability, to ensure that the location is covered and prepared for all reservations
· Recruit and induct staff according to the company procedures and equal opportunities policy
· Identify training and development needs and ensure these are actioned
· Training and coaching of employees
· Succession planning by developing staff to greater levels of responsibility
· Ability to manage staff effectively along with experience with Employee Relations issues
· Employee performance management and HR procedures
· Organisation and execution of team meetings
· Ensuring employees always wear company uniform and counter areas are kept tidy and clean
· To ensure the safety of staff, customers, premises, vehicles and equipment by encouraging and monitoring best practices at all times
· To ensure all branch administration is completely accurate according to SANI SIXT Rent A Car operating procedure and deadlines are met
· Organise staff working shifts to maximise service levels and keep costs in line with agreed budgets
· Any other reasonable duty as requested by Management
· Promote and sell SANI SIXT Rent A Car products and services to achieve and exceed branch targets
· Ensure that 70% of a working day is spent with staff and customer interaction
Daily briefing to be done at the start of every shift to establish challenges, motivate and advise staff of any operational changes
Work Location: In person
