About Apex Parking
Apex Parking is a growing UK car park operator focused on delivering a better customer experience through strong operations, commercial thinking and technology. As the business grows, we are investing in a modern customer-service operation that combines excellent people with Zendesk, automation and AI.
The Role
We are looking for Customer Service Agents who genuinely care about the customer experience and want to grow with the business. This is not intended to be a traditional scripted call-centre role. The role is based in Central London with a hybrid working model, with 2-3 days per week in the office for collaboration, training and team development, alongside home working.
Our technology will increasingly handle straightforward and repetitive enquiries through self-service, automation and AI. Our Customer Service Agents will therefore focus on the enquiries where a person adds the most value: understanding what has happened, using the information available, applying judgement, communicating clearly and taking ownership through to resolution.
You will use Zendesk as the central platform for managing and tracking customer interactions across multiple channels and will work with a growing range of connected systems and AI tools. You do not need to be a Zendesk expert when you join us, but you must be confident with technology, curious about how systems work and comfortable learning new tools.
What You Will Be Doing
· Handle customer enquiries across phone, email, web messaging and other customer-service channels.
· Take ownership of more complex enquiries and see them through to a clear resolution.
· Use Zendesk to manage, prioritise, track and document customer interactions accurately.
· Review information already gathered by automated or AI-assisted journeys before responding, avoiding unnecessary repetition for the customer.
· Use relevant parking and operational systems to investigate issues and understand what has happened.
· Support customers experiencing urgent on-site issues, including problems at entry and exit barriers, payment machines and other parking equipment.
· Handle off-site enquiries such as season tickets, payments, refunds, receipts, general queries and complaints.
· Recognise the difference between an urgent operational customer issue and an enquiry that can reasonably be handled later, and prioritise accordingly.
· Explain charges, tariffs, parking rules and outcomes clearly and confidently, including where the customer's expectation differs from the information held in our systems.
· Use appropriate judgement and discretion within agreed policies to achieve fair and sensible outcomes.
· Identify sales opportunities, particularly around season tickets, longer-term parking and business parking, and ensure these are progressed appropriately.
· Escalate genuine operational, technical or customer risks quickly to the appropriate team.
· Maintain high-quality records so that customer history, actions and outcomes are clear to colleagues.
· Contribute to the ongoing improvement of our customer-service processes, knowledge base, Zendesk workflows and automation.
Technology & AI
Technology is a core part of how we intend to deliver customer service. We want people who see technology as a tool that helps them provide a better service rather than simply another system they have to use.
· Be comfortable working in Zendesk or learning a modern CRM / ticketing platform quickly.
· Work confidently across multiple systems when investigating an enquiry.
· Use AI-generated context, summaries or suggested responses intelligently rather than following them blindly.
· Spot repetitive customer issues and suggest where better information, automation or self-service could prevent them.
· Provide feedback on new tools and workflows as we continue to develop our customer experience platform.
· Adapt positively as the technology and role evolve.
What We Are Looking For
· A genuine customer-first mindset and a desire to deliver a consistently good experience.
· Excellent written and verbal communication skills.
· Strong judgement and the confidence to make sensible decisions within agreed guidelines.
· Calmness under pressure, particularly when dealing with customers experiencing an immediate problem.
· Strong digital confidence and the ability to learn new software and systems quickly.
· An organised approach and the ability to prioritise multiple enquiries effectively.
· A sense of ownership - you want to solve the customer's problem rather than simply pass it elsewhere.
· Attention to detail when reviewing information and recording customer interactions.
· Curiosity and a willingness to understand why problems happen, not just respond to them.
· A positive attitude towards AI, automation and new technology.
· Ambition to develop personally and grow with Apex Parking.
Experience
Previous customer-service experience is preferred, but we are more interested in your attitude, judgement, communication skills and ability to learn rather than in a specific number of years spent in a contact centre.
· Experience using Zendesk or another CRM / customer-service ticketing platform.
· Experience handling complaints, escalations or more complex customer enquiries.
· Experience in parking, travel, hospitality, retail, property or another customer-facing environment.
· Experience working across phone, email and digital messaging channels.
· Experience working in a growing or fast-changing business
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How We Think About Customer Service
We want customers to receive fast, accurate and helpful support regardless of how they contact us. Straightforward enquiries should increasingly be resolved instantly through technology; when a customer needs a person, that person should have the context, tools and authority to make a genuine difference.
We also want our Customer Service Agents to help improve the operation. If the same question is being asked repeatedly, we want you to notice it. If a process creates unnecessary friction for customers, we want you to raise it. If technology could make something quicker or easier, we want you to be interested in improving it.
Development & Progression
Apex Parking is growing and we want to recruit people who want to grow with us. As the customer-service function develops, there will be opportunities for strong performers to take on greater responsibility across the business.
What Success Looks Like
· Customers receive clear, accurate and timely resolutions.
· Urgent issues are identified and prioritised correctly.
· Complex enquiries are owned through to resolution wherever possible.
· Zendesk records are accurate and useful.
· Customers do not have to repeat information unnecessarily.
· Opportunities to improve processes and automate repetitive work are identified.
· The quality of customer service remains high as Apex Parking continues to grow.
Why Join Apex Parking?
This is an opportunity to join a growing business at a point when we are actively redesigning how customer service is delivered. You will be joining a team where customer experience matters, technology is being used to remove repetitive work, and good people will have the opportunity to shape how the function develops.
Pay: £30,000.00-£35,000.00 per year
Work Location: Hybrid remote in London WC2A 1HR
