Customer and Client Support Specialist

Customer and Client Support Specialist

Monday to Friday, 09:00AM to 18:00PM

Hybrid – 3 days in the office per week

Overview:

Who you are:

We’re looking for a multitasking “learn-it-all” personality who can help us with everything from building out processes to helping our drivers. We’re open for you to help shape this role and there’s plenty of opportunity to advance and progress as the company grows.

You will join as their Customer and Client Support Specialistassisting the appeals department in assessing writing challenges on a case-by-case basis. Your role is vital in ensuring that UKPA maintains a professional and ethical reputation amongst its clients and within the private parking industry. Your responsibility is to maintain UKPA along with the guidelines set within the British Parking Association Code of Conduct.

Responsibilities include:

You are to investigate, assess and respond to written challenges, complaints and queries relating to the issuing of parking charge notices to a professional high standard. The role itself involves a level of quality control as you will be the first in line of interaction between UKPA and the motorists. You will be required to ensure that all parking charge notices are applied in line with the ethos and of UKPA standards. You will also have to report to your manager with weekly updates.

Duties to include:

• Issuing of PCNs in the ZatPark system

• Placing appeals on hold and responding to all appeals received

• Managing the UKPA inbox and replying to all motorists’ queries

• Sorting out post, placing appeals letters received on hold, and banking payments (by post)

• Processing transfer of liabilities -received in ZatPark and by post

• Helping out in other ad-hoc duties when necessary

Essential:

• A good command of the English language and the ability to write letters

• The ability to work well under pressure and to meet deadlines

• The ability to apply discretion and sensitivity in dealing with complicated cases

• Professional, hardworking and prepared to go above and beyond

• Previous customer-facing / customer service experience, including telephone experience

• Some administration experience is desirable but not essential

• Best in class communication skills, both verbal and written, as well as an excellent listener who understands great customer service

Job Types: Full-time, Permanent

Pay: From £25,400.00 per year

Benefits:

• Company events
• Discounted or free food

Ability to commute/relocate:

• Croydon CR0 6BA: reliably commute or plan to relocate before starting work (required)

Application question(s):

• Do you have previous customer facing / customer service experience, including telephone experience?
• Are you able to work well under pressure and meet deadlines?
• Do you have experience with administration?

Work authorisation:

• United Kingdom (required)

Work Location: Hybrid remote in Croydon CR0 6BA