Car Park Administrator

Department: Car Parks

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Company: Canary Wharf Management Limited

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Reporting to: Retail Operations Manager

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JOB SUMMARY

To assist customers with daily enquiries over the phone, email, face to face, intercom and to provide secretarial, reception and administrative support to the car parks operations team as well as general accounting duties. The ideal candidate should possess strong communication skills both written and verbal to effectively interact with customers. The role is 10am to 7pm Monday to Friday and it might include some weekends during the events.

MAIN RESPONSIBILITIES

1.     To be responsible for recording daily audit data in terms of car park performance as well as investigating any anomalies and discrepancies that may occur.

2.    To deal with customers' enquiries face to face, by phone, intercom, and email. Respond to all customer / tenant queries and requests in a timely manner.

3.    Investigate and process any customer refunds in accordance with car park procedures.

4.    Liaise with the Car Parks Duty manager & Retail Operations Manager and assist in the preparation of financial reports, when requested.

5.    To monitor and manage car park activity (faults, space counts) by use of the car park management system and notify car park supervisors about any issues. 

6.    Act as the primary point of contact for all customer enquiries, ensuring prompt and professional handling of complaints to maintain a positive customer experience. Monitor and account for all car park-related enquiries and complaints using Power BI reports to ensure accurate tracking and resolution. 

7.    Reconcile car park pass card database to ensure all issued pass cards are accurately accounted for and discrepancies are resolved promptly.  

8.    Compile weekly PPMS reports from the Evolution system, summarising all completed tasks by the Cleaning and Car Park teams; manage related email communications to ensure timely updates and issue resolution.

9.    To prepare and produce listings of pass cards, pass card usage and reconciliation statements for tenant companies.

10.  To assist Finance Clerk with financial duties and advise of any changes in the pass card summaries.

11.   To permit entry and exit of authorised vehicles by updating Car Park systems.

12.  Prepare operational, financial, and statistical reports as requested by the Retail Operations Manager.

13.  To keep abreast of the latest admin software developments and provide recommendations.

14.  To provide general administrative duties and support to the car parks operation.

15.  Carry out any other reasonable duties as requested by the Retail Operations Manager.

16.  Be thoroughly familiar and comply with the Company's "Health & Safety" policy and procedures.

PERSON SPECIFICATION

1.     Must be flexible with a can-do attitude and easily adaptable to change.

2.    A team player who is hardworking and able to work under pressure in a demanding environment.

3.    Must be self-motivated and capable of working on own initiative with the ability to prioritise their work.

4.    Good communication and organisational skills are essential.

5.    Previous customer service in similar role essential.

6.    Excellent with use of Microsoft Word, Excel, Access and Outlook.

7.    The incumbent must have an appreciation of the importance of customer care and how this is applied in the context of Canary Wharf Group.

HEALTH SAFETY AND WELFARE RESPONSIBILITIES

All staff are required to fulfil their legal duty to take reasonable care for the health and safety of themselves and others who may be affected by their acts and omissions, and to follow all guidance and instructions given in this respect. Further details regarding Health & Safety responsibilities are set out in the Health & Safety Policy in the Administrative Rules and Procedures, and the Health, Safety & Welfare Manual.

ENVIRONMENTAL, SOCIAL & GOVERNANCE (ESG) RESPONSIBILITIES

Recognising the centrality of ESG principles within our organisation, we have developed a comprehensive ESG Strategy. It is imperative that all staff members understand and adopt this strategy into their respective roles. This includes adhering to environmental regulations, minimising waste, supporting nature within our urban environment, and facilitating positive change for those in need within our community and utilising our volunteering.

QUALITY MANAGEMENT RESPONSIBILITIES

In line with the latest ISO 9001 requirements and our dedication to quality management, all staff are mandated to comply with system requirements as detailed within the Company Quality Manual & Policies. Additionally, it's vital to ensure the effective implementation of all Procedures, Plans, and Forms within our Electronic Document Management Systems (EDMS) to meet the ISO 9001: Quality Management Standard.

COMPANY VALUES

Commit to Excellence

• Act with integrity and deliver high performance
• Put our customers at the heart of what we do
• Resolve issues by providing high quality solutions

Foster Collaboration

• Find opportunities to collaborate with others across the business to achieve shared goals
• Encourage inclusive networks and treat others with respect and fairness
• Use knowledge to work effectively with suppliers / contractors to meet shared goals

Encourage Engagement

• Confident in making decisions appropriate to the role
• Learn from mistakes and listen to constructive feedback to improve performance
• Prioritise safety and actively support community, wellbeing and sustainability programmes

Take Ownership

• Take pride in delivering high quality service which exceeds expectations
• Committed to opportunities for self-development
• Take responsibility for my own performance and look for ways to improve

Embrace Innovation

• Embrace change and innovation
• Proactively suggest ways to improve our business and encourage others to share ideas
• See new challenges as opportunities to deliver effective change

WHAT WE OFFER

Diversity and Inclusion

We recognise the importance of embracing diverse experience, skills and perspectives at all levels and operating in an inclusive working environment, in order for everyone to reach their full potential. We also recognise that it makes business sense, since being an inclusive employer leads to better business performance and higher levels of employee engagement and satisfaction. We welcome applicants with diverse backgrounds, perspectives and skills and are committed to fostering a culture whereby everyone can reach their full potential.

Flexible Working

As an inclusive employer, we recognise the positive impact flexible working can have on an individual, their wellbeing, engagement and productivity. Therefore, we are open to consider flexible working arrangements, both temporary or permanent.

Learning and Development

At Canary Wharf Group, our employees receive a wide range of support to help improve their skills and achieve their career goals. We offer development opportunities through classroom and e-learning training, mentoring, cross department experience and on the job learning. We heavily invest in our staff attaining accreditations to develop existing and new skills, support chartered status, sponsorships and provide further educational opportunities which are job and business related. We never stand still and continually invest in developing skills and knowledge to ensure individual and company growth.

Other Benefits

We are committed to building a safe, happy and healthy community for our employees and we offer a comprehensive range of benefits, all designed with our employees and their wellbeing in mind. From generous pension and insurance plans, to health benefits, subsidised gym membership, store discounts and family leave, our benefits package allows our employees to choose the benefits that suit them and their individual needs.

If you are interested in joining our highly professional and skilled team for our next exciting phase of development, please complete the form on this page to apply online.

Early applications are encouraged as we reserve the right to appoint at any point.

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