Job Description

Role Purpose

• To work on an alternating and rotational basis (when capable) across the Parking Service Customer Service and to be the first line of contact with customers.
• Responding to enquiries through telephone, e-mail, web-chat or social media that particularly relate to Penalty Charge Notices, Parking Suspensions, Pay and Display and Telephone Parking, Permits and Accessible Transport.
• To undertake administrative tasks relating to all aspects of Shared Parking Service including taking payments from customers via the telephone where charges apply.

Responsibilities

• To provide an outstanding first line of response in relation to all areas that come under the Parking Services umbrella, communicating in both a courteous and professional manner with customers by telephone, e-mail, letter, web-chat and social media.
• To ensure that the call centre offer a one-stop customer experience that exceeds 95%.
• To understand and apply the Council\'s parking and traffic rules and policies, both on and off street.
• To manage enquiries received by telephone, e-mails web-chat or social media using the latest technologies in place.
• To assist as far as possible and redirect callers with enquiries that relate to other service areas.
• Provide administrative support for the Parking Service. This will include ordering and receiving goods and disposing of confidential waste as per Council policy. As well as to assist in the despatch of post using the franking machine where necessary and auctioning maintenance for all office equipment, as appropriate.
• To process credit/debit card payments by telephone via the Council\'s payment system and, where, applicable the collation of cheques, inputting accurate and relevant data to facilitate banking and, to maintain accurate records of all transactions undertaken and issue receipts as required.
• To remotely monitor pay and display machines, taking appropriate action upon receipt of warning messages from the cash collectors, maintenance engineers, members of the public, etc. To produce statistical information regarding the machines.

Requirements

• Experience of working within customer service for at least 3 years and be able to demonstrate a good understanding and use of Excel and Word documents.
• Ability to use spreadsheets in excel, requirement of basic to intermediate excel skills, Good Interpersonal skills, to multi tasking skills, attention to detail, strong communication skills (verbally & written), be able to remain calm and empathetic dealing with customers over the phone.
• Council / Housing Association is REQUIRED
• Sometimes they might need to work on Saturday to cover the phones.

Contract

• Monday to Friday 9am to 5pm
• Initial 6 month contract
• Sometimes they might need to work on Saturday to cover the phones.
• PAYE via Umbrella
• 36 hours a week with the opportunity to work overtime.
• Hybrid position

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