42.5hrs per Mon to Friday, between 7am to 7pm
Hybrid working - 3 days working from home a week
We are currently seeking to recruit a motivated and hardworking team player to work as a Customer Support Assistant based at the Customer Support Centre in Watford.
Main Objective:
To ensure that all Customer Support Centre admin related activities are delivered in line with Key Performance Indicators.
Responsibilities
Call Agent Activities
- Daily liaison with the Customer Service management team to ensure planned services and activities are delivered in accordance with Customer Support Centre Key Performance Indicators
- To deal with Webchat enquiries.
- To respond to all email enquiries in a timely and professional manner.
- To be compliant in all CSC utilised systems.
Notice Processing Activities:
- Review all allocated appeals logged via the appeals portal on VP Pro.
- Complete relevant checks to investigate the nature of correspondence to correctly identify the appropriate response i.e. cancellation letter, letter of rejection or POPLA appeal
- To attach the correct pictures, notice reference and outcome for the relevant breach
- To ensure all responses are dealt with in line with the current Data Protection legislation.
- Develop an understanding and appreciation of background material such as the BPA code of practice for private parking and POPLA appeals
- To record all outcomes on VP Pro and/or the CRM system.
- To aid and assist the Customer Service management team in proactively improving the customer experience and service provision
Permit Management:
- Permit application processing – Including verification checks
- Permit database management/housekeeping
- Permit database report generation
Customer Contact Management:
- Receiving, logging and database management
- Customer contact investigation administration
- Customer contact response writing
- Booking management
- Updating bookings database
Automatic Number Plate Recognition (ANPR) Processing
- Processing ANPR movements
- Processing ANPR Notices
Weekly Activities:
- Any other reasonable tasks or duties as the needs of the business require
The purpose of this Job Description is to focus attention on the most important aspects of the role. It is not intended to be a complete list of every duty. It is therefore expected that the day to day duties and requirements of the job will frequently include tasks not listed above.
The post holder is expected to carry out such other duties as may reasonably be assigned by a Director. The duties of this post may vary from time to time without changing the general character of the post or level of responsibility entailed. This is a live document and will evolve as the needs of the business change.
Person Specification
Essential SKILLS/EXPERIENCE/KNOWLEDGE
· Administration Experience
· Excellent Customer Service Skills
· Good working knowledge of Word, Excel and PowerPoint
· Knowledge of office equipment, e.g. telephone systems use, faxes, photocopiers, etc.
· Excellent communication skills
· Ability to work as part of a team and use initiative
· Professional attitude and behavior
Job Type: Full-time
Pay: £32,708.00 per year
Work Location: Hybrid remote in Watford, WD18 8YF
