Job Summary
The Operations Support Coordinator plays an important role in supporting the day-to-day operations of Countrywide Parking Management. The role combines ANPR processing, helpdesk support, client assistance and general office administration.
The successful candidate will be responsible for accurately reviewing and processing ANPR cases, responding to general enquiries, assisting clients with operational queries and ensuring information is recorded and handled accurately.
This is a varied office-based role requiring excellent attention to detail, good communication skills and the ability to manage multiple tasks while maintaining a professional and helpful approach.
Key Duties & ResponsibilitiesANPR Processing
- Review and process ANPR parking events in accordance with company procedures.
- Check vehicle images, registration details, dates, times and other relevant information for accuracy.
- Identify cases that do not meet the required criteria and take the appropriate action.
- Ensure Parking Charge Notices are processed accurately and consistently.
- Escalate unusual or unclear cases to the appropriate manager.
- Maintain a high level of accuracy and productivity when processing cases.
- Follow company policies and relevant parking industry requirements.
Helpdesk & Customer Enquiries
- Respond to general helpdesk enquiries by telephone and email.
- Provide clear, professional and helpful information to customers and other parties.
- Direct enquiries to the appropriate department where necessary.
- Record relevant information and actions accurately within company systems.
- Follow up outstanding enquiries when required.
- Escalate complaints, complex enquiries or sensitive matters to the appropriate team or manager.
Client Support
- Assist Countrywide Parking Management clients with day-to-day enquiries and requests.
- Respond professionally and promptly to client emails and telephone calls.
- Help clients with general questions regarding their parking management services.
- Investigate operational queries and provide updates to clients.
- Liaise with other departments to resolve client requests and issues.
- Ensure client requests and actions are recorded accurately.
- Escalate urgent or significant client issues to management.
General Administration
- Carry out general office and administrative duties as required.
- Maintain accurate electronic records and update company systems.
- Process incoming information and documentation.
- Assist with correspondence and document preparation.
- Support other members of the operations team during busy periods.
- Ensure confidential and sensitive information is handled appropriately.
- Complete other reasonable administrative and operational duties as required.
Key Skills & Attributes
The successful candidate should have:
- Excellent attention to detail and accuracy.
- Strong written and verbal communication skills.
- A professional and confident telephone manner.
- Good customer service skills.
- Good computer and general IT skills.
- The ability to learn and confidently use internal systems.
- Good organisation and time-management skills.
- The ability to prioritise and manage multiple tasks.
- The ability to work independently and as part of a team.
- A calm and professional approach when dealing with enquiries or complaints.
- Good problem-solving skills and the ability to recognise when an issue needs to be escalated.
- A reliable and responsible approach to work.
Performance Expectations
The Operations Support Coordinator will be expected to:
- Maintain a high level of accuracy when processing ANPR cases.
- Respond to helpdesk and client enquiries within expected service levels.
- Communicate professionally with clients, motorists and colleagues.
- Keep company systems and records accurate and up to date.
- Follow established procedures and escalate issues appropriately.
- Manage their workload effectively and meet required processing targets.
- Maintain confidentiality and comply with company data protection requirements.
- Contribute positively to the overall performance of the operations team.
Reporting To
Operations Manager / Senior Management
The Operations Support Coordinator will work closely with the wider operations, client services and administration teams.
Role Purpose
The overall purpose of the role is to ensure that parking operations are processed accurately, enquiries are dealt with efficiently and Countrywide Parking Management's clients receive a professional and reliable level of day-to-day support.
Pay: £30,000.00-£35,000.00 per year
Work Location: In person
