Appeals Handler

ROLE DESCRIPTION

Role Title: Appeals Handler

Team: Parking Charge Notices (Appeals)

Reports to: Senior Compliance Services Manager

PURPOSE

• To provide an efficient, effective and consistent appeals process for motorists

PRINCIPAL ACCOUNTABILITIES

• Carry out accurate data entry and administrative tasks to support the appeals process
• Review images of vehicles to ensure the registration number read by the camera matches the images and match up payments where possible
• Read through appeals submitted by motorists (received both in the post and through the website) and investigate why the Parking Charge Notice (PCN) was issued, check for payments etc. and make a decision on whether to uphold or cancel the charge – if the PCN is upheld, write up a response and issue this to the motorist
• Provide cover for calls when required, which may include taking incoming calls from motorists from our appeals helpline and assisting them with their query
• Any other reasonable, ad-hoc tasks requested

PERSON SPECIFICATION

Qualifications

• GCSE English and Mathematics, grade C/4 or equivalent

Personal Attributes

• Strong attention to detail
• Sound logical thinking
• Good interpersonal skills
• A positive, can-do attitude
• Proactive
• Work well with timescales and targets to achieve
• Willingness to learn and develop

TECHNICAL COMPETENCIES

• Good telephone manner: previous call handling/centre experience desirable
• Solid experience of Microsoft Office

BEHAVIOURAL COMPETENCIES

• Taking ownership and being responsive
• Strong Client Service acumen
• Communication skills (verbal and written)
• Teamwork and collaboration
• Integrity, openness and honesty – doing the right thing and doing what you say you will
• Problem-solving and using sound judgement

Job Types: Full-time, Permanent

Pay: From £25,396.80 per year

Benefits:

• Casual dress
• Health & wellbeing programme
• On-site parking
• Referral programme
• Store discount

Work Location: In person

Reference ID: SPUK/AH-03/Apr-21