Car Park Support Assistant

**Why LNER?**

We go beyond. For everyone. Our vision is to be the most loved, progressive and responsible way to travel for generations to come. Now we're looking for the people who can deliver this, every day.

Since we took over on the East Coast mainline, we've been changing the face of rail travel. Our new Azuma train has brought faster journey times, more space and greater reliability. Our exciting plans to embrace new ideas, experiences, backgrounds and ambitions make this the ideal time to join.

Bringing passion. Being bold. Always caring. Owning it. They're the values that make us LNER.

Are you on board?

**What you'll be doing**

As the LNER Car Park Support Assistant you'll be reporting to the Car Park Operations Manager and you will be responsible for all car park administration duties across the LNER network, for both customers and colleagues. You will be the first point of contact for both LNER's internal and external stakeholders.

Through your excellent communication skills, you'll be collaborating daily with multiple stakeholders providing information on all matters concerning car park operations. To support the management of our diverse range of stakeholder relationships, excellent verbal, written and presentation skills is a must

You will deputise as required for the Car Park Operations Manager and have the ability to proactively implement procedures, anticipate and resolve problems using your own initiative is key, as you will be working with a considerable degree of autonomy.

**Key Responsibilities**
- Support the delivery car park initiatives to drive revenue and grow occupancy
- Identify opportunities to improve the customer experience and take proactive action where necessary.
- Assist with the management of car park infrastructure and equipment in collaboration with Stations, our facilities Management and ANPR providers.
- Be the liaison between CMAC and other LNER approved taxi companies, including the issuing of parking permits.
- Support the management of authorised users lists (white-lists) for all LNER car parks, managing internal and external car parking requests
- Liaise with Station teams and internal stakeholders to process and respond to PCN appeals and disputes to ensure continued excellence in customer experience.
- Support the Automatic Number Plate Recognition (ANPR) provider partnership in relation to any operational issues.
- Administer customer contact in collaboration with the ANPR provider and the Customer Solutions Centre (CSC), ensuring GDPR compliance.
- Liaise with Station teams to monitor colleague feedback and coordinate specialist ANPR system new starter and refresher training as required.

**What you'll need.**
- The ability to take proactive action to understand customer needs and requirements.
- Actively seeks to build relationships with key stakeholders both internally and externally.
- You'll role model the LNER values and behaviours set by the business, in particular, delivering an exemplary customer service.
- Possess excellent organisational and communication skills.
- The ability to prioritise and use your own initiative to solve problems.
- You'll be a team player, deputising for the Car Park Operations Manager when required.
- Previous experience working in a customer experience environment

**What you'll get**:

- Free travel on LNER + 75% off other companies' tickets (for you & dependents)
- Discounted international train tickets (after one year's service)
- 50% discount on LNER tickets for friends & family
- Generous pension scheme
- Annual cycle to work schemes/electric vehicle scheme
- Discount, savings and cashback scheme from top retailers
- Health & wellbeing schemes and discounts
- Host of training opportunities to help further your career
- Rewards & awards to recognise when you shine

**What we believe**:
To be the most loved, progressive and responsible train operating company, we must make a meaningful difference - always doing what's right for our customers, our people, the communities and destinations we serve, the future of the industry we lead and the environment we cherish.

We know that our people are the beating heart of everything we do. We are committed to creating an inclusive, engaged culture that supports everyone at every stage of their journey - and ensures that when you're at LNER, you can always be you. No wonder most people never want to leave

**Diversity and inclusion**
We are passionate about creating a diverse and inclusive workforce, representative of the communities we serve, and are creating ways to inspire diverse talent to join LNER.

**Developing our people**
We are focused on creating a learning culture, to support our people to be the best they can be at work by providing them with the tools and resources to navigate their development and career journey.

**Health & wellbeing**
To create a culture where our people can perform at their best, the physical health and mental wellbeing of our people is o