Customer Service Representative

5 days ago


Newham, United Kingdom Hatched Recruitment Group Full time
Job Role

As a key member of the Parking Service team, you will provide exceptional customer support and service, focusing on written enquiries, representations, appeals, and statutory declarations related to Penalty Charge Notices.

Key Responsibilities:
  • Deliver high-quality customer care service to members of the public, ensuring their needs are met efficiently and effectively.
  • Consider objections to parking and moving traffic enforcement action in accordance with relevant legislation, regulations, traffic orders, and Newham's policies on parking.
  • Interface with external and internal customers to manage delivery priorities, issues, and challenges, promoting a collaborative and responsive service.
  • Assist with compiling statistics to ensure timely availability for management.
  • Embrace new ways of working to ensure consistently high-quality, cost-effective, and timely service delivery, adapting to changing priorities as needed.
  • Undertake training to stay up-to-date on current parking policies, legislative changes, and policy updates.
  • Provide customers with accurate information on parking policies, explaining decisions and the impact of legislation, regulations, or traffic orders in a clear and simple manner.
  • Prepare case summaries and evidence for appeal hearings and represent the council at Environment and Traffic Appeals Service or local courts as directed by line management.
  • Liaise with legal services to determine case law and precedent applicable to each appeal or statutory declaration, and attend court to provide evidence when required.
  • Deal with complex or difficult telephone or face-to-face enquiries on all aspects of Parking Control, adhering to the Council's Telephone Code of Practice.
  • Authorise the cancellation of penalty charge notices and initiate refunds of payments on penalty charge notices and clamp and removal cases in accordance with relevant legislation, traffic orders, regulations, and the formal cancellation policy document.
Requirements:
  • Excellent communication and interpersonal skills.
  • Ability to work in a fast-paced environment and manage multiple priorities.
  • Strong analytical and problem-solving skills.
  • Knowledge of parking policies and legislation.
  • Ability to work independently and as part of a team.


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