Customer Liaison & System Support Officer

Working on behalf of a Local Authority, Aatom Recruitment has an opportunity for a Customer Liaison & System Support Officer on a 2 months contract with the possibility of an extension.

Overall Purpose of Job

To review and respond to all emailed/written parking enquiries that are outside of those items of correspondence dealt with by the Penalty Charge Notice Processing team. To include, but not exclusive to, all permit complaints & enquiries, enquiries regarding possible abuse of the permit system, for example oversize vehicles, enquiries regarding the introduction of parking enforcement for example, Healthy School Streets and Low Traffic Neighbourhoods.To ensure the effective implementation of client’s corporate complaints procedure and to act as the Stage 1 Complaints officer for the parking service with regard to that procedure.Through the thorough investigation of complaints, identify areas for service improvement and programmes for improving the understanding of parking and traffic regulations and decriminalised enforcement. Where required provide administrative and technical support to the Parking Systems Adminstrator, to assist with the delivery of those Parking service quality business systems which apply to the Parking Service.

Key Tasks and Accountabilities

• To respond to all emailed/written parking enquiries that are outside of those items of correspondence dealt with by the Penalty Charge Notice Processing team.
• To include, but not exclusive to, all permit complaints & enquiries, enquiries regarding possible abuse of the permit system, for example oversize vehicles, enquiries regarding the introduction of parking enforcement for example, Healthy School Streets and Low Traffic Neighbourhoods
• To ensure the effective implementation of client’s corporate complaints procedure and to act as the Stage 1 Complaints officer for the parking service with regard to that procedure.
• Provide administrative and technical support to the Parking Systems Adminstrator, to assist with the delivery of those Parking service quality business systems which apply to the Parking Service
• To support the development of an organisational culture that is positive, flexible, responsive, forward looking and performance and customer focussed.
• To develop and maintain effective communications where necessary, liaison and working relationships, both internally and externally, by directly employed staff and external resources, with elected members, client officers, community and business partners, relevant organisations and individuals, so as to ensure maximum effectiveness of the services delivered by the group.
• To carry out such other duties within the competence of the post holder as may be reasonably required from time to time.
• To ensure the implementation of both the Corporate and the Public Realm Health and Safety Policy, to exercise due care and ensure the safety of post holders and others during the course of all work.
• To be aware of relevant Health and Safety legislation and implement working practices to ensure compliance.

Knowledge and experience:

• A good level of knowledge pertaining to a parking delivery environment to include parking permit delivery systems, road traffic legislation and regulations and the delivery of parking enforcement initiatives.
• A good level of experience of working in a customer service environment delivering the review & processing of complaints relating to parking in general and parking permit delivery systems.
• A good level of experience in Interview providing administrative and technical support to Parking systems.
• Strong analytical skills.
• Ability to listen and respond sensitively to the needs of the customer.
• Ability to build effective and productive working relationships with colleagues.
• Ability to work to tight deadlines under pressure.

If you are interested in this role, please contact Pocholo.