Creative Car Park (CCP) is a car park management service that helps small to medium land and site owners maximise the value, convenience, and security of their parking areas.
As a leading UK car park management company with over 25 years in the industry, CCP leads the way in the development of parking technology and was the first to use ANPR camera technology to manage and enforce car parking.
We believe that a car park isn’t just somewhere where people leave their car. The experience in a car park often leaves a lasting impression, and that experience typically means the difference to a user of a good or a bad day.
Our mission is to develop the very best car park experience for both site owners and car park users, for peace of mind, security, and value. And we care about great parking…even the concrete places!
We continue to develop creative commercial solutions to meet the changing needs of car park owners and their communities around the country.
CCP is experiencing rapid change as it develops and adapts to a changing market to deliver on its ambition to grow ahead of market.
Role Purpose
We are looking for an experienced Operations Manager to lead the operational teams responsible for processing Parking Charge Notices (PCNs), from contravention identification through to driver correspondence, appeals, POPLA submissions, and regulatory complaints.
The role oversees the day-to-day operation of the PCN processing pipeline, ensuring that cases are handled efficiently, service levels are maintained, and regulatory requirements are met.
The Operations Manager also acts as Product Owner for the Appeals Portal, ensuring the system supports efficient case handling whilst also focusing on opportunities for automation.
The role works closely with the Head of Analysis & Fault Control, who focuses on identifying analytical trends, faults, and system anomalies. While that role provides analytical oversight, the Operations Manager is responsible for team management, operational delivery, and implementing improvements across the operational teams
Teams reporting into this role include the Analysis Team (contravention identification), Appeals and POPLA Team.
Operational Scope
This role oversees the operational teams responsible for the PCN driver-contact lifecycle, including:
- Analysing data to identify potential parking violations
- Parking Charge processing and escalation
- Appeals handling
- POPLA case preparation and submission
- BPA and DVLA / KADOE complaint responses
- Coordination with the mailing house to ensure all correspondence is delivered on time
The role ensures these functions operate efficiently as a single operational pipeline.
Key Responsibilities
- Operational Leadership - lead and manage the teams responsible for PCN processing, ensuring workloads are handled efficiently and service levels are met. This includes team performance management, workload and resource allocation, operational planning, and maintaining quality standards.
- Contravention Analysis Oversight - oversee the operational performance of the analysis team responsible for identifying contraventions, ensuring violations are reviewed accurately and progressed through the PCN pipeline. Work alongside the Head of Analysis & Fault Control to address trends, faults, or anomalies identified through analysis.
- Appeals and POPLA Management - oversee the handling of driver appeals and POPLA submissions, ensuring consistent decision-making, timely case handling, and high-quality evidence preparation.
- Driver Correspondence and Complaints - oversee driver communications, including inbox management and regulatory correspondence. Ensure timely responses to enquiries and manage complaints from organisations such as the BPA and DVLA.
- Appeals Portal Ownership - act as Product Owner for the Appeals Portal, working with internal technology teams to improve functionality, support operational workflows, and develop automation opportunities.
- Operational Performance Monitoring - maintain oversight of operational volumes and backlogs across contravention analysis, appeals, POPLA cases, and correspondence, ensuring the pipeline operates efficiently.
- Cross-Functional Collaboration:
- Work closely with the Head of Analysis & Fault Control to act on analytical insights and system issues
- Collaborate with the Head of Legal to ensure compliance with BPA requirements and review responses to complex complaints, regulatory enquiries, or escalated cases.
- Mailing House Coordination - oversee operational coordination with the mailing house to ensure accurate and timely dispatch of driver communications
Skills & Experience
· Experience managing high-volume operational processes
- Resilient with the ability to relentlessly persist to find a problem and resolve it.
· Strong leadership and people management skills
- Fast paced with the ability to pivot
· Experience coordinating multiple operational teams
· Ability to manage structured case-processing workflows
· Strong organisational and stakeholder management skills
· Experience improving operational processes or implementing automation
· Effective management of appeals, POPLA cases, and driver correspondence
· Reduced operational backlogs
· Strong collaboration with analysis and legal functions
· Ability to challenge current processes and policies with focus on continuous improvement in operational efficiency
We are an equal opportunities employer, have a diverse workforce, and make our recruitment decisions based on your skills and experience. We can only accept applications from those who can prove their eligibility to work in the UK. No agencies, please.
This is a chance for you to join a meaningful and inspiring environment where you have the chance to make a daily impact. Every day you’ll work alongside passionate and down-to-earth colleagues who are dedicated, focused on delivering results, and love delivering stand out service.
If you’re the right person for the role you’ll be part of an exciting journey in a dynamic, growing business. We are looking forward to receiving your application and meeting you.
Job Type: Full-time
Pay: From £50,000.00 per year
Benefits:
- Company pension
- Free parking
Ability to commute/relocate:
- London N3: reliably commute or plan to relocate before starting work (required)
Application question(s):
- As this is an urgent hire please confirm when you would be available or how long your notice period is
- Proven experience of a strong ability to analyse operational data and turn findings into actions
- Experience and proven experience in legal complaints/disputes
Experience:
- Operations management: 5 years (required)
- managing bulk data processes and pipelines: 5 years (required)
- parking management: 3 years (preferred)
Work authorisation:
- United Kingdom (required)
Work Location: In person
