Job overview:
RCP Parking is one of the UK’s leading family run car park operators, with over 30 years of experience and a reputation built on quality, efficiency and customer focus. Our ethos is simple: every car park is a valuable asset, and every team member plays a key role in our success.
At RCP, we set the BAAR, and we set it high: Bold, Agile, Authentic, and Respectful. These values guide everything we do and shape the way our teams collaborate, innovate, and deliver exceptional results.
We are looking for a Customer Resolution Specialist to support the day-to-day handling of customer queries, and associated administrative tasks, ensuring they are handled accurately, efficiently, and in line with company procedures, industry regulations, and strict compliance with the BPA Code of Practice, DVLA requirements, GDPR, and internal operational standards.
Working as part of a team and reporting into the Compliance Manager, this role focuses on delivering a professional and consistent customer experience while ensuring operational accuracy and compliance across all activity.
The role is based at our Head Office in Norwich (NR6), working between 21-32 hours per week on a 4 on/4 off rota basis, covering the following shifts:
- Monday - Friday 12:00pm-8:00pm
- Saturday - Sunday - 8:00am-6:00pm
What you will be doing for us:
- Provide administrative support to the Customer Resolution function, ensuring accurate and timely handling of customer queries, Parking Charges, appeals, and related casework in line with company procedures and compliance requirements
- Assist in the ongoing monitoring of security and lone-working safety processes, including out-of-hours oversight to support compliance
- Review operational data and records to support enforcement, appeals, and payment validation processes, ensuring accuracy and attention to detail
- Process and manage customer appeals and enforcement activity, including reviewing evidence, investigating records, and supporting appropriate case outcomes
- Maintain and update systems and operational records, ensuring data accuracy and supporting reporting, site information, and operational updates
- Act as a first point of contact for customer enquiries, delivering a professional and consistent customer experience across all interactions and escalating to the appropriate team
- Produce and support internal reporting, including operational performance, income tracking, and management information for stakeholders
- Support compliance, monitoring, and continuous improvement activity, including identifying issues, assisting with operational controls, and contributing to process improvements
What we are looking for:
Essential:
- Previous experience in an administrative, customer service, or customer support role within a fast-paced environment (or strong transferable administrative experience)
- Strong organisational skills with the ability to prioritise workloads, manage competing deadlines, and maintain accuracy under pressure
- Excellent attention to detail with a high level of accuracy in record-keeping, reporting, and documentation
- Strong written and verbal communication skills with the ability to engage effectively across all levels
- Ability to handle sensitive and confidential information appropriately in line with GDPR and relevant legislation
- Strong IT skills, including Microsoft 365 (Word, Excel, Outlook, Teams) and experience using internal systems
- Experience handling conflict or challenging situations in a constructive and solution-focused manner, viewing them as opportunities to reach positive outcomes
Desirable:
- Experience within Car Park Operations or a multi-site operational environment, or familiarity with similar regulated operational settings
- Knowledge of the British Parking Association (BPA) Code of Practice or similar regulatory frameworks
What you will receive:
- Competitive hourly rate of £13.59 per hour
- 25 days holiday, plus usual statutory and bank holidays
- Additional day off for your birthday each year
- Top Tier Package with Perkbox, our Reward, and Recognition Platform
- Fantastic Wellbeing and Employee Assistance Programme provided by Canada Life
- Life assurance cover scheme with Canada Life
- Group Pension scheme
- Free parking with RCP across the UK
- Continuous development environment
- Great Places to Work Certified (2024/2025, 2025/2026, 2026/2027)
- Living Wage Foundation Member
Equal Opportunities:
We are committed to recruiting individuals on merits of suitability for each role, on the basis of qualifications and experience. All applications are treated fairly and equally regardless of sexual orientation, race, disability, religious beliefs and any other protected characteristic, ensuring that there are equal opportunities at all stages of the recruitment process.
To discuss this role in more detail or to apply please visit our website www.rcpparking.com or contact our friendly HR team on 01603 598788 or by email [email protected]
Job Types: Full-time, Permanent
Pay: £13.59 per hour
Benefits:
- Company events
- Company pension
- Free parking
- Health & wellbeing programme
- Life insurance
- On-site parking
- Private medical insurance
Work Location: In person
