Enforcement Services Administrator

The overall purpose of Enforcement Services Administrator is administrative and support services, playing a key role within the Enforcement Services Centre. Effectively handling inbound and outbound calls to all parties in a professional manner, to aid in successful case resolution, is a critical function of the role. You will handle electronic updates, paying close attention to detail, auditing and updating data entries following processes, procedures, and system controls to facilitate efficient and effective progress on the case management systems.

**Detailed Responsibilities**
- Handle all electronic updates from clients and enforcement agents, accurately updating the case management system as instructed
- Efficiently handle enforcement agent requests to ensure no delays occur during the enforcement process
- Resolve all client and enforcement agent queries in a timely manner, escalating concerns and issues to the relevant teams and management
- Report and escalate enforcement agent incidents and issues, in line with procedures
- Provide effective liaison between clients and enforcement agents, contact centre agents and other administration teams where necessary
- Efficiently handle inbound & outbound calls from clients, enforcement agents, customers and third parties
- Efficiently handle inbound and outbound correspondence from clients, enforcement agents, customers and third parties
- Handle the co-ordination of removal of goods end to end, liaising with the enforcement agent, auction houses, tow trucks, and clients
- Ensure all cases are audited and data cleansed in line with processes prior to returning to the client; ensuring we have exhausted all recovery action, following our end-to-end enforcement process
- Assign work to Enforcement Agents, accurately following all instructions
- Undertake performance monitoring audits and administration, reporting the results to the relevant management teams
- Assisting with any other functions within the department/company where reasonably required
- Completion of all assigned tasks in the expected timeframe, to attain individual and team targets and KPIs

**Other duties and responsibilities**
- Such duties as may from time to time be reasonably required
- Availability in line with the Enforcement Services shift rotation of weekdays 6am-6pm and some weekend working
- Provide training and support to new and existing team members when required
- Be aware of and always adhere to all company policies
- Be aware of the general responsibilities as set out the in the Health and Safety Policy

**Person Specification**
- Possess excellent administration and organisation skills, with good attention to details
- Ability to communicate in a clear and concise manner at all levels internally and externally, whilst being assertive to enable you to execute your duties
- A proactive attitude, with the ability to self-motivate as well as working as part of a diverse team
- Instil, promote, and maintain working relationships within the department including with enforcement agents and clients
- Ability to recognise vulnerability and to act appropriately in line with the Company’s customer care strategy

**Data Protection and Information Security**
- To adhere to the requirements of the Data Protection Act in respect of confidentiality, security, and disclosure of personal data
- To always comply with Marston Information Security Management (ISMS) policies and procedures
- To report any suspected incidents or any observed weaknesses with the Marston ISMS to your line manager or the Information Security Manager immediately

**General Requirements**
- The post holder is expected to carry out, any other duties reasonably expected with the general level of the post

**Salary**: £21,000.00 per year

**Benefits**:

- Company pension
- Life insurance
- Sick pay
- Wellness programmes

Schedule:

- Monday to Friday