Job Description

Parking Customer Services Officer
Location: London
Employment Type: Contractor
PCD290078

Role Overview
MAIN PURPOSE OF JOB
To provide an efficient and effective service to the residents and other customers ensuring the best customer care practices are adopted. Dealing specifically with customer enquiries in the Customer Services Centre and in the Call Centre on a wide range of parking issues including suspensions and parking enforcement. The post holder will also be responsible for the suspending and lifting of suspensions on public pay and display bays and residents' parking spaces. This includes applications for skip licences, temporary structures and plant and material licences.
Working within the Road Traffic Act Legislation, Traffic Management Orders and policies and procedures, the post holder will respond to customer enquiries in a professional and equitable manner contributing towards the Department's overall parking policy aims.
JOB ACTIVITIES
Respond positively to enquiries and complaints made by customers in the Customer Services Centre ensuring that the best customer care practices are adopted at all times. Dealing with difficult customers in a tactful and diplomatic manner.
Undertake telephone duties in the Call Centre giving accurate advice to customers on a wide range of parking issues, ensuring that all calls are responded to politely by giving the appropriate greeting including the post holder's name.
To ensure that the best use is made of manual and computer systems in place within the Department and Section. Identify and suggest enhancements to existing systems as means of improving efficiency.
Working within the financial regulations and audit requirements, take cash, credit card and cheque payments for dispensations, skip licences, temporary structure licences, plant and material licences and suspensions. This includes taking credit card payments by telephone.
Process applications from statutory bodies, private companies and the general public for parking suspensions, skip licences, temporary structures, plant and material licences.
Consider applications for ensuring that financial procedures are adhered to ensuring that all systems are updated accordingly.
Working within the financial regulations and audit requirements, process credit and debit card payments in respect of suspensions, skip licences etc by fax and post.
Ensure that information on suspension requirements is given to the on-street Suspension Officers accurately and timely.
Assist with the supervision and training of new and inexperienced staff, providing support and sharing knowledge when required.
Keep abreast of changes and developments in parking related issues. Participate in local software development and assist with the training of less experienced staff in use of computer software applications.
The post holder is required to participate in a section rota undertaking the whole cross-section of duties covering the Customer Services Centre, Call Centre and Suspensions. The content of the job description may be amended to changes to service delivery, legislation and policyDATA PROTECTION
Working with manual and computerised systems, the post holder will at all times, need to be full aware of responsibilities under the Data Protection Act 1984 for the security, accuracy and relevance of personal date held on such systems.
HEALTH & SAFETY
All Officers have a responsibility to ensure the health and safety of persons at work and members of the public in premises or sites controlled. The post holder will be expected to ensure that the policy and health and safety regulations are complied with.

Skills and Experience
Post: Customer Service Officer
Directorate: Transportation and Highways - Parking Operations Division
Listed below are the requirements, all jobs demand a satisfactory and reliable level of attendance and work performance, and good standards of conduct and personal behaviour. Evidence of these will be sought as part of the recruitment process.
Qualification/Training
Educated to at least O level standard with a experience of customer service in similar environment. Good English verbal and written communication and numeracy skills.
Experience
Working in an Enforcement environment (D)
Demonstrable use of IT on a daily basis (E)
Working with the minimum of supervision and as part of a team (E)
Working in a pressurised frontline Customer Services environment (E)
Cash and credit/debit card transactions (D)Skills Required
Ability to work in a pressurised environment and achieve
Ability to maintain high levels of motivation and attention to details
Ability to embrace new challenges and adapt to change
Ability to deal with difficult and often angry or abusive members of the public over the telephone and in person, in a calm and professional manner
Ability to learn quickly
Ability to work in an organised and methodical fashion
Ability to work flexibly Task Related Qualities
Commitment to completion of tasks and see work through to a logical conclusion
Ability to resolve problems and be proactive
Achieve prescribed targets within set time scales
Review procedures to ensure continuous improvement
Commitment to understanding and implementation of Best ValueSupervision:
The post holder is expected to work under minimum supervision and resolve issues with customers without the need to seek advice from the Senior Customer Service Officer or the Customer Service Manager.