ROLE DESCRIPTION
Role Title
Team
Reports to
Customer Services Manager
PCN
Commercial Director
PURPOSE
To deliver a consistent and continually improving internal and external customer experience whilst excelling in our customer delivery at all times.
PRINCIPAL ACCOUNTABILITIES
- Managing the department authorising holidays, managing necessary cover, dealing with daily staff queries.
- Collating daily, weekly and monthly reports as and when required.
- Managing customer complaints/emails that are sent to Group CEO.
- Liaising with external Clients where necessary in order to bring issues to a successful conclusion.
- Logging and responding to all complaints in a timely manner and in accordance with current legislation.
- Manage inboxes and co-ordinate and liaise with external providers offering information as necessary.
- Manage cancellations, collate information, review information and provide to the relevant departments in a timely manner.
- Setting and monitoring targets for all teams for Team Leaders and their related teams as well as delivering on own targets.
- Developing, evaluating and overseeing compliance in PCN department and implementing changes in line with regulations.
- Preparing, completing and submitting annual DVLA & BPA/IPC audits.
- Driving and supporting the PCN, Compliance and POPLA team to be the best they can be.
- Carrying out interviews, 1:1’s and probationary reviews with Team Leaders and supporting the Team leaders with their teams.
- Liaising with all external regulatory bodies regarding incoming enquiries – Members of parliament, British Parking Association, ICO, DVLA, Trading Standards.
- Interpreting issues arising and implementing actions according to administrative policies and procedures.
- Formulating and submitting Approved Operator Scheme census (Every six months).
- Arranging and participating in meetings, conferences and project team activities.
PERSON SPECIFICATION
Qualifications
Personal Attributes
- Able to mentor, motivate and manage a multi-disciplinary team.
- Articulate with a good standard of written English
- Outgoing
- Persuasive
- Work well under pressure and with a varying work load
- High Attention to detail
- Exceptional Organisational skills
- Good interpersonal skills
- Continuous improvement mindset
- Leadership skills
- Adaptability – able to change and adapt where necessary and easily
- Problem solving and decision-making skills
- Teamwork skills
- Critical thinking skills
- Good self-management
- Continuous improvement mindset
TECHNICAL COMPETENCIES
- Time management, organisation, prioritisation and coordination skills
- Intermediate Microsoft Office knowledge
- Basic understanding of the General Data Protection Regulations (GDPR), or a willingness to learn
- Proficient understanding of the British Parking Association Code of Practice and associated guidelines
BEHAVIOURAL COMPETENCIES
- Taking ownership and being responsive
- Client service
- Communication skills (verbal and written)
- Teamwork and collaboration
- Integrity, openness and honesty – doing the right thing and doing what you say you will
- Problem-solving and using sound judgement
Salary Range
Contract Type
Job Types: Full-time, Permanent
Salary: £36,000.00-£40,000.00 per year
Benefits:
- Casual dress
- Company car
- Company events
- Company pension
- Employee discount
- Free flu jabs
- Free parking
- On-site parking
- Referral programme
- Sick pay
- Store discount
- Wellness programme
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday
- No weekends
Ability to commute/relocate:
- Birmingham: reliably commute or plan to relocate before starting work (required)
Experience:
- Customer Service Management: 3 years (required)
- Customer Service: 5 years (required)
Work Location: In person
