Job Description

Job Overview:

RCP Parking Limited is one of the UK's leading family run car park operators, with a well-deserved reputation as an operator of choice for, quality, efficiency, and customer focus. Our ethos is to treat every car park as a valuable asset. We have recently been recognised as a Great Place to Work Employer and Best Workplaces for Wellbeing and Culture for 2025, with a mission to hire passionate, fun and customer focused individuals to join our growing Company.

We are family-run and pride ourselves on being "the friendly car park operator", so a good attitude to customer service is important.

We're now looking for a Customer Resolution Specialist to join our growing Resolution Team. If you are someone who takes pride in helping others, enjoys solving problems, and wants to work for a company that values fairness and personality as much as process, this could be the role for you.

You'll be part of a team that handles everything from customer enquiries and parking permit management to Parking Charge reviews and audit support. One day you might be helping a customer resolve an appeal, the next ensuring a site's data is correct. Every task links back to one thing: creating a better experience for our customers and clients.

The role is based at our Head Office in Norwich (NR6), working Monday to Friday, 37.5 hours per week on a rota. Full training is provided, we care more about your attitude and ability to get things done than your parking experience.

What You'll Do

As part of the Resolution Team, you will play a key role in keeping our customers informed, our data accurate, and our operations running smoothly. Every task connects to our promise of being "the friendly car park operator", fair, professional, and human.

You will work across three key areas:

Permit Parking & Customer Accounts

Set up and maintain customer accounts, ensuring details and vehicle records are accurate. Respond to customer queries with empathy, fairness, and a focus on finding solutions. Support the setup of new sites and tariffs, ensuring the information is correct and consistent. Manage invoices and credits with care and precision.

Audit & Site Integrity

Enter and reconcile income data to keep financial records accurate. Monitor pay machine reports, identify faults or trends, and ensure they are acted on. Help investigate income discrepancies and make sure they are resolved promptly. Coordinate secure cash collection records and audit documentation. Occasionally visit car parks to support audit or customer service checks.

Enforcement & Resolution (Parking Charges)

Process new Parking Charges accurately and fairly in line with our procedures. Handle appeal reviews and customer correspondence, ensuring each response is considerate and clear. Liaise with colleagues, customers, and third-party agencies to resolve Parking Charges or debt recovery queries. Champion RCP's values of fairness and transparency in every communication.

Customer CCTV Requests & Data Handling

Manage customer CCTV footage requests in line with company policy and data protection regulations. Review, log, and process requests accurately, ensuring the correct authorisations are in place. Work closely with the Operational Integrity team to ensure footage handling meets GDPR and security standards. Maintain confidentiality and discretion at all times when dealing with personal data.

General Administration & Service Support

Respond to customer emails and calls, ensuring timely, high-quality service. Keep systems, logs, and records up to date to support operational visibility. Collaborate closely with RCP teams to ensure consistency. Spot opportunities to improve how we communicate and serve our customers.

Skills & Abilities

We are looking for someone who:

Has a genuine interest in helping people and takes pride in resolving issues fairly. Communicates clearly and calmly, able to explain things simply and professionally in both calls and written messages. Stays composed and professional when things get busy or complex. Is comfortable working with data and confident using Microsoft 365 and online systems. Handles sensitive information (like CCTV footage or Parking Charge data) with care and discretion. Works well as part of a small, supportive team. Holds a full, clean driving licence (occasional site visits may be required).

Core Behaviours

Dealing with Ambiguity

Deals comfortably with the uncertainty of change. Approaches unclear or evolving situations with a calm, problem-solving mindset. Finds constructive ways forward when solutions or outcomes are not immediately clear.

Conflict Management

Views conflict as an opportunity to reach better outcomes. Settles differences in a fair, productive way with minimal disruption. Works towards practical agreements and resolves disputes equitably.

Customer Focus

Identifies opportunities that genuinely benefit the customer. Builds and maintains strong, effective customer relationships. Listens and gains insight into customer needs to improve service delivery.
Previous experience in customer service, administration, or data handling is helpful, but not essential, full training will be provided. What matters most is your attitude, reliability, and commitment to doing the right thing for our customers.

What you will receive

Competitive salary of 25,000-27,000 per annum, based on experience, discussed at interview stage. 33 days of annual holiday leave per year (inclusive of public bank holidays) Additional day off for your birthday each year. Top Tier Package with Perkbox, our Reward, and Recognition Platform. Life assurance cover scheme with Canada Life (25,000 payable benefit) Fantastic Wellbeing and Employee Assistance Programme provided by Canada Life. Group Pension scheme. Free parking with RCP across the UK. Continuous development environment. Great Places to Work Certified (2025) Living Wage Foundation Member.
To discuss this role in more detail please speak with our People & Culture Team on 01603 598786 or to apply please click the link and apply online.

Reference: RCP141025CRS

Job Types: Full-time, Permanent

Pay: 25,000.00-27,000.00 per year

Benefits:

Additional leave Company events Company pension Free parking Health & wellbeing programme Life insurance On-site gym On-site parking Private medical insurance
Work Location: In person