Customer Service Representative

5 days ago

London, Greater London, United Kingdom CRA GROUP LIMITED Full time
About the Role

We are seeking a highly skilled and experienced Customer Service Representative to join our team at CRA GROUP LIMITED. As a Customer Service Representative - Parking Appeals, you will play a critical role in delivering a timely and effective service for our Parking and Network Management team and the wider council.

Key Responsibilities
  • Deliver High-Quality Service: Produce work to a consistently high standard, using your experience, knowledge, and aptitude to weigh up the evidence in each case, whether it's a Penalty Charge Notice (PCN), parking permit, or parking control suspension.
  • Support Business Objectives: Contribute to the delivery of three of the council's plans: Climate Change, Air quality, and Streets for people, through effective parking and traffic enforcement.
Requirements
  • Excellent Communication Skills: Possess excellent communication skills, both in writing and verbally, to effectively interact with customers, colleagues, and contractors.
  • Knowledge and Experience: Have knowledge of the civil parking and traffic enforcement legislation, parking adjudication processes, and guidance. Proven experience in working in a customer service or administrative environment, having to compose formal correspondence.
  • Analytical and Problem-Solving Skills: Be able to analyze data to carry out investigations and inform decisions using computer systems and databases.
  • Team Player: Demonstrate the ability to work with contractors and officers in a penalty charge notice enforcement environment to deliver excellent customer service.
  • Time Management and Prioritization: Effectively prioritize and meet deadlines when faced with conflicting priorities, using creativity, tenacity, and enthusiasm.
  • Independence and Autonomy: Work independently to meet agreed work plans, deadlines, and required performance targets.
  • Conflict Resolution: Be able to deal with a variety of correspondence, prepare written replies and reports, and effectively diffuse difficult situations and resolve conflicts.

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