Customer Service Agent

ABOUT THE ROLE Thrifty Car and Van Rental, the largest privately‑owned leasing company in the UK, is expanding its customer support team to serve a growing national account portfolio. As a remote Customer Service Agent you will be the frontline voice that ensures every client interaction is seamless, professional, and reflective of Thrifty’s commitment to exceptional service. Your role will support both inbound and outbound communications, manage data entry across internal systems, and collaborate with branch and corporate teams to resolve queries and enhance the overall customer experience. WHAT YOU'LL DO You will greet and assist customers via phone, email, and live chat, delivering accurate information and timely resolutions. You will maintain and update customer records in our proprietary CRM, ensuring data integrity and confidentiality. You will monitor team and personal inboxes, prioritising inquiries and escalating complex issues to the appropriate specialist. You will participate in continuous improvement initiatives, providing feedback on process efficiencies and service quality. You will adhere to service level agreements, meeting or exceeding key performance metrics such as response time, resolution rate, and customer satisfaction scores. WHAT YOU'LL NEED You have strong verbal and written communication skills, with a calm, empathetic tone that builds trust with clients. You possess excellent organisational abilities, paying close attention to detail while juggling multiple tasks in a fast‑paced environment. You are comfortable using technology, including CRM platforms, Microsoft Office, and collaboration tools such as Teams or Slack. You thrive both independently and as part of a distributed team, demonstrating initiative and a proactive problem‑solving mindset. You are adaptable, able to learn new processes quickly, and committed to delivering consistent, high‑quality service. A high‑speed internet connection and a dedicated workspace are essential for remote success. WHY REMOTE Our remote model empowers you to work from anywhere while staying connected to a supportive, asynchronous culture. Flexible scheduling allows you to balance professional responsibilities with personal commitments, and our distributed teams collaborate through digital channels, ensuring you never feel isolated. We provide the tools and resources needed to thrive from home, including a home‑office stipend, reliable tech support, and a clear framework for communication and performance management. BENEFITS Thrifty offers a competitive benefits package that includes comprehensive health coverage, a company pension scheme, and a generous paid time‑off policy that grows with tenure. All remote employees receive a monthly stipend to cover home‑office expenses and are eligible for a learning and development budget to support career growth. Additional perks include access to virtual wellness programs, employee discounts on vehicle hire, and participation in company‑wide events and initiatives.