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Notice Processing Clerk

Location:
Midlands - West
Department:
Parking
Salary Details: £
19,426.00 per annum
About The Role
To ensure that all correspondence received is answered in a timely and professional manner and within contractual KPI’s, log all correspondence onto the Chipside database
Undertake administrative tasks in relation to the given contract(s) to help ensure that all KPI’s and SLA’s are met. Deliver a strong and consistent level of customer service.
To safeguard Council and APCOA revenue by adhering to cash handling and banking policies
What you’ll do
Answer all correspondence within the set KPI time.
Manage queries and strives for solutions to customers problems to a satisfactory end, wherever possible.
Safeguard data protected information and ensure that cash, electronic payments are protected.
Provide excellence in Customer Service
Deliver and meet individual, site and business objectives and targets.
Deal with all refunds in a timely manner using the correct process as per contract.
Ensure that all processes are maintained.
Work as a multi-functional and flexible member of the notice processing team, capable of working effectively in a multi-service environment.
Adhere to Health and Safety requirements and best practice at all times.
Ensure company standards relating to DPA and PCI are adhered to.
Effectively and efficiently communicate and escalate issues and problems that need manager level solutions.
Use knowledge of processes, legislation and guidelines to effectively advise all customers.
Meet, and exceed, the KPIs set by the Manager and the individual contracts
Adhere to all confidentiality requirements
Pro-actively report any contract-critical issues identified.
Contribute to corporate initiatives as required.
Cascade information as required and maintain good communication throughout each contract.
Conduct reasonable non-specified tasks as required, upon request of the Management Team.

What You’ll Bring
It is essential that a good understanding of the BPA, the parking industry, Notice Processing, dealing with correspondence on behalf of the local gov, working under TMA 2004, DVLA, and our clients KPI’s be attained.
To effectively use and apply knowledge of the organisation, rules and procedures.
The ability to learn, retain and access knowledge of relevant legislation and guidelines pertinent to the contract on which the agent is employed at that time.
The ability to work to deadlines and manage workloads in order to achieve the expected service levels.
The ability to effectively operate a range of Information Technology systems and software packages.
The ability to complete and file reports and documentation as necessary
Previous customer service experience.
Experience of dealing with customer complaints through following procedures
Smart and Professional
The ability to effectively and confidently communicate with members of the public, team members and the management team both verbally and non-verbally.
Written and oral communication skills
Planning & organisation
Customer Service and Quality focused
Self-motivated
Ability to work to tight timescales & stretching objectives
What we’ll offer you

£19426.00 per annum
42.5 hours a week- 5 out of 7 days
Pension
Training and Development
Employee Discount Scheme