Parking Customer Service Advisors x 4

• Ref:2338
• Date Published:2010-03-10
• Consultant:Simon Smith
• Type:Temporary
• Category:Customer Services
• Location:North London
• Salary:£9.50ph

A London Borough is currently recruiting for a number of Parking Customer Service Advisors

Key responsibilities are as follows

Handle enquiries and service requests relating to penalty charge notice appeals, permit applications, complaints, general enquiries and service requests.
Use multiple systems to log, resolve or escalate these as required to create a clear audit trail
Assess and respond to penalty charge notice appeals, taking decisions in a manner that protects the income of the parking service within a framework of fair and proportionate enforcement
Process permit applications and suspensions, including entering paper applications onto the relevant system; validate permits online; contact customers to resolve any queries or issues
Respond to general enquiries and service requests, directing customers to the most appropriate person/channel or escalating to the Customer Support Experts or Specialists within the team if necessary
Ensure consistently high standards of customer care and customer satisfaction
Assess complaints and members enquiries, taking the initiative to resolve when possible and high quality written and verbal responses, or escalating when necessary
Handle overflow enquiries from the Parking contact centre when required
Attend and organise meetings Collate and report management information, including identifying causes of complaints and action necessary to prevent recurrence and improve customer care
Work closely and interchangeably with all members of the Customer Support team Receive and log payments; deal with transfer of liability in change of ownership/contract hire; authorise the cancellation of penalty charge notices; authorise refunds of payments on penalty charge notices and clamp and removal cases in appropriate circumstance
Assist the Business Administration team in handling incoming and outgoing mail, including sorting and distributing daily post, sending correspondence letters (consultations, queries, complaints etc), receipts on requests
Log and answer incoming and outgoing correspondence letters, including consultations, queries and complaints as appropriate Identify areas of poor performance in parking customer enquiries where there are opportunities

Essential requirements

Previous experience working within a parking environment is essential
Must be very customer focussed
Able to start immediately or at short notice