Call Centre Administrator

Creative Car Park (CCP) provides bespoke parking management services to SME businesses and other entities with parking facilities, helping them to drive customer footfall and maximise the value, convenience, and security of those parking areas.

As a leading UK car park management company with over 25 years in the industry, CCP leads the way in the development of parking technology and was the first to use ANPR camera technology solutions to manage and enforce car parking.

We believe that a car park isn’t just somewhere where people leave their car. The experience in a car park often leaves a lasting impression, and that experience can often be the difference between a good or a bad day for the motorist.

Our mission is to develop the very best car park experience for both site owners and car park users, for peace of mind, security, and value. And we care about great parking even the concrete places

We continue to develop creative commercial solutions to meet the changing needs of car park owners and their communities across the UK.

CCP is undergoing rapid but strategically focused transformation as it develops and adapts to a changing commercial and regulatory environment, to deliver on its ambition to grow ahead of market.

**Purpose of Role**:
To deliver excellent customer service experience and be the first point of contact regarding all “Phone and Pay” mobile app and automated payment line enquiries.

“Phone and Pay” offers parking payment in hundreds of parking locations across the UK where you see the Phone and Pay logo.

With the Phone and Pay parking app drivers can pay for their parking and even extend their stay on the go without returning to your vehicle - making their life much easier.

Call Centre Administrator impacts the experience of every customer as they are the first point of contact, offering help, support, and guidance.

You will be friendly, professional and empathetic; finding the best possible solution to the customer’s query.

This role is heavily telephone-based and involves, answering and responding to all incoming phone and pay calls so therefore requires someone dedicated to serving customers.

We offer hybrid working after successful completion of probationary period.

**Main responsibilities**
- Report and investigate key daily call trends / themes.
- Advise & coach customers to support their usages of our system.
- In charge of the Customer Support inbox relating to payment queries and complaints regarding parking charge notices.
- Effectively manage verbal or written complaints and cancellation requests
- Escalate any issues to relevant business stakeholders ensuring all escalation policies are followed.
- Produce and distribute weekly call report to Operations support manager.
- Meet internal standards relating to quality of calls.
- Adhere to and support our policies and procedures regarding data protection and equality and diversity.

**Person Specification**:

- Previous call centre experience
- Excellent communication skills
- Confident telephone handling
- Attention to detail
- Ability to work under pressure
- Excellent prioritisation skills
- Team Player and ability to work on own initiative
- Knowledge of 8by8 system is preferred but not mandatory
- Microsoft Office package (word; excel; outlook)

This is a chance for you to join a meaningful and inspiring environment where you have the chance to make a daily impact. Every day you will work alongside passionate and down-to-earth colleagues who are dedicated, focused on delivering results, and love delivering stand out service.

**Sound like your perfect match?**

**Salary**: £22,000.00 per year

**Benefits**:

- Company events
- Company pension
- Employee discount
- Health & wellbeing programme
- On-site parking
- Referral programme
- Sick pay
- Work from home

Schedule:

- Monday to Friday

Supplemental pay types:

- Bonus scheme

Ability to commute/relocate:

- London: reliably commute or plan to relocate before starting work (required)

**Education**:

- A-Level or equivalent (preferred)

**Experience**:

- customer service: 1 year (preferred)
- call centre: 1 year (preferred)

Work Location: Hybrid remote in London

Reference ID: CC