Customer Escalation and Resolution Officer

2 weeks ago


Birmingham, United Kingdom Highways England Full time

**Your new role**

National Highways is currently recruiting for a Customer Escalation and Resolution Officers to join our Dart Charge team based in our Colmore Square, Birmingham office.

Dart Charge operates a remote payment method to reduce congestion at the Dartford Crossing. Where payment is not received, penalty charge notices are issued to customers. Your role will be to respond to communications and enquiries from internal and external customers, including penalty charge challenges, and carry out a range of support activities, to ensure effective resolution.

**What you’ll be leading on**

1. Providing guidance and decisions in line with Dart Charge policy for customer cases escalated by Service Providers, ensuring effective issue resolution and high-quality customer service.

2. Managing customer penalty charge escalations and engaging with suppliers, as a representative of Dart Charge.

3. Gathering, analysing, and collating data to support effective and accurate decision making.

4. Constructing efficient and well written recording of decisions.

5. Developing and drafting effective and well written briefings for senior managers.

6. Developing and drafting well written responses to Dart Charge customers.

7. Supporting the continuous improvement of the Dart Charge service.

**To be successful**
- Experience of providing high standards of customer service through effective case management.
- Experience of analysing data and information to reach effective decisions and recording efficiently and accurately.
- Experience of providing written responses to customers, working to and providing summaries for senior managers.
- Experience and ability using standard office software products.

**Want to know more?



  • Birmingham, United Kingdom Evri Full time

    At Evri we understand that searching for your first job, your next job, or that big promotion is a huge milestone. Here at Evri we always think about what it’s like to be in your position when making those big decisions. It takes courage to make change happen in your life, and we’re here to help you with that. We’re here for the first step, the next...


  • Birmingham, United Kingdom Essential Employment Full time

    Business Support Officer needed in Birmingham Paying £12.Full time hours on a temporary basis Provide high quality business support services Responsible for administration and routine management of a range of efficient administrative processes and procedures in order to support the operation of the service area ensuring accuracy and timely...


  • Birmingham, United Kingdom Adecco UK Full time

    **Excellent Permanent Opportunity Available** **Platinum Customer Helpdesk Advisor** **Erdington** **£20,000 - £26,000*** **Adecco are recruiting for a Platinum Customer Helpdesk Advisor to work for a successful company based In Erdington.** **This is an exciting opportunity to work as part of a team delivering a first class, professional customer...


  • Birmingham, United Kingdom Switch Advisor Consultancy Full time

    We are seeking a highly motivated and customer-focused individual to join our team as a Customer Service Advisor. As a Customer Service Advisor, you will be responsible for providing exceptional service to our clients and assisting them with their financial service needs. **Duties**: - Communicate with customers in person to address inquiries, resolve...


  • Birmingham, United Kingdom Mitie Full time

    **Job Overview**: - We have an exciting opportunity to join our team to work in our spacious modern offices that are a short walk to/from local transport links. You will join us on a full time, permanent basis and in return, you will receive a competitive salary, plus excellent benefits. This is predominantly an office-based role with the flexibility to...


  • Birmingham, United Kingdom RSR Justice Full time

    RSR is a public safety & enterprise security recruitment specialist. We assist public safety employers find the right talent. We assist all employers when they want to source public safety and enterprise security skills and experience. RSR Justice are currently recruiting for Housing Needs Officers to be based in Birmingham on a temporary ongoing contract....

  • Customer Services Officer

    Found in: Talent UK C2 - 2 weeks ago


    Birmingham, United Kingdom Midland Heart Full time

    The Role Are you passionate about delivering  brilliant customer service? Do you enjoy working in a  fast-paced environment  where you can resolve new and  exciting challenges  each day? If yes, we want to hear from you! We’re hiring Customer Services Officers to join our Customer Contact Centre in Birmingham City Centre – we’re...

  • Senior Administrator

    Found in: Talent UK C2 - 2 days ago


    Birmingham, United Kingdom Microland Full time

    Required Skills Technology | Operating System|Clear Clustering fundamentals, knowing the difference between Windows NLB and Clusters Technology | Operating System|Working knowledge of antivirus management tools, Virus definitions/signature update, etc Education Qualification : Any Graduate (Engineering / Science) Certification Mandatory / Desirable...

  • Housing Officer

    2 days ago


    Birmingham, United Kingdom Brook Street Full time

    **Housing Officer - Birmingham (HYBRID ROLE - 2-3 days at home, 2-3 days in the office)** **Salary - £27,582 + car allowance £1,680 - Monday to Friday - Full-time, 37.5 hours** We are in partnership and collaborating with a fantastic client who are a registered care and support charity, who specialise in delivering homes, services, and innovation for the...


  • Birmingham, United Kingdom Mitie Full time

    **Position Overview** Mitie was founded in 1987, Mitie is the UK's leading facilities management and professional services company, looking after a large, diverse, blue-chip customer base, from banks and retailers, to hospitals, schools, and government offices. Mitie has over 77,000 people, 100+ office locations, and thousands of customers across the...

  • Digital Network

    Found in: Talent UK C2 - 2 days ago


    Birmingham, United Kingdom Microland Full time

    Education Qualification : B.Sc Certification Mandatory / Desirable : Technology | Administrative Level Certification - F5 Certified Technical Specilist / CCNP Security / CCNP Wirless / RCPE Professional-Level Certification in WAN Optimization / ZIA Prof / ZPA Prof / ACCP / CCNP Service Provider Delivery Skills: 1. Technology Management: Responsible...


  • Birmingham, United Kingdom Allied Healthcare Full time

    Business Support Officer needed in Birmingham Paying £12.19 per hr ref 1261148 Full time hours on a temporary basis Provide high quality business support services Responsible for administration and routine management of a range of efficient administrative processes and procedures in order to support the operation of the service area ensuring...

  • Administrator - Cloud (CL1)

    Found in: Talent UK C2 - 1 week ago


    Birmingham, United Kingdom Microland Full time

    Required Skills Technology | Cisco R and S Network Design SME - Level 4 Support Technology | Cisco ACI Expert - Level 3 Support Technology | Fortigate SDWAN Design SME - Level 4 Support Technology | Cisco DNAC Expert - Level 3 Support Technology | Viptella SDWAN Expert - Level 3 Support Technology | Riverbed SDWAN Expert - Level 3 Support Education...

  • Senior Technical Specialist

    Found in: Talent UK C2 - 2 weeks ago


    Birmingham, United Kingdom Microland Full time

    Required Skills Technology | Cisco R and S Network Design SME - Level 4 Support Technology | Meraki SDLAN Design SME - Level 4 Support Technology | Viptella SDWAN Design SME - Level 4 Support Technology | Meraki SDWLAN Design SME - Level 4 Support Technology | Vello Cloud Design SME - Level 4 Support Technology | Extreme Nw SDWAN Expert - Level 3 Support ...


  • Birmingham, United Kingdom PHOENIX Healthcare Distribution Limited Full time

    **Depot Customer Service Advisor** **Birmingham** **£21,853** **The role is full time working on a shift rotation between the hours of 8.30am - 6pm with the occasional Saturday 9am - 1pm.** About Us: At Phoenix Group we are committed to excellence and dedicated to our customers’ needs. We deliver health, every day, all day. As a Europe-wide wholesale...

  • Complaints Officer

    13 hours ago


    Birmingham, United Kingdom Reliance Social Housing CIC Full time

    _Complaints Officer _ A great opportunity for an experienced individual looking to be involved in a successful growing social housing business which is very focused on ‘’making a difference’’. **Our Organisation**: Reliance Social Housing C.I.C (RSH) is a not-for-profit registered provider of social housing, regulated by Homes England. Registered in...

  • Senior Administrator

    Found in: Talent UK C2 - 2 weeks ago


    Birmingham, United Kingdom Microland Full time

    Required Skills Technology | Operating System|Storage migration/P2V migration/ RHEL upgrades Technology | Operating System|Ability to explain storage architecture and connectivity options Education Qualification : Any Graduate (Engineering / Science) Certification Mandatory / Desirable : Technology | MCSE / VCP / AZ-104 Delivery Skills: 1....


  • Birmingham, United Kingdom Walters People Full time

    Job title: Graduate HR Administrator Permanent Salary: £22,000 Birmingham, B45 9 Key Responsibilities for Graduate HR Administrator: - Provide initial HR response to the client as part of the HR first line response team adhering to SLA’s and KPI’s - Triage and route enquiries to the appropriate resource or escalate to specialists - Provide an...

  • Technical Architect

    Found in: Talent UK C2 - 2 weeks ago


    Birmingham, United Kingdom Microland Full time

    Required Skills Technology | Cisco R and S Network Expert - Level 3 Support Technology | HPN R and S Expert - Level 3 Support Technology | Nexus Switch Administrator - Level 2 Support Technology | Firepower Firewall Administrator - Level 2 Support Technology | Palo Alto Firewall Administrator - Level 2 Support Technology | Checkpoint Firewall...


  • Birmingham, United Kingdom Colbern Limited Full time

    165846-1562-23118 NCD Business Support Officer Birmingham Contract £11.18 per hour Our client is looking for an experienced Business Support Officer. 1. Scope and Purpose of Role 1.1 To proactively and independently support Social Work or other Trust staff ensuring processes are maintained in a timely and accurate way, that solutions to issues are made...