Customer Service Agent

Marston (Holdings); Warrington; On-site; GBP 21,000 - 28,000; Full time

Benefits offered by this job

20 days annual leave

Enhanced Maternity and Paternity

Health cash back plan

Staff benefits and discounts

Pension scheme

Job summary

NSL, part of Marston Holdings Ltd., is seeking a Customer Service Agent to join our Notice Processing Department. You will handle written and telephone queries, update the processing system, and help manage daily workload while ensuring accuracy and reconciliation.

You will develop an understanding of parking-related legislation, support colleagues, log communications, and prepare reports for management. A proactive, customer-focused approach is essential.

Qualifications

• NVQ Level 2 in Parking Control (desirable but not essential).
• GCSE or Equivalent in English & Maths.
• PC Literate.
• Ability to communicate with customers, often in difficult and demanding circumstances.
• Familiarity with the Traffic Management Act 2004, Road Traffic Act 1991 and other parking legislation.
• Ability to write simple reports.
• Customer service skills.

Responsibilities

• Develop an understanding and appreciation of background material such as the Traffic Management Act 2004 and the Road Traffic Act 1991.
• Act as relief and cover for other staff during periods of absence.
• Carry out duties with due regard to the Company’s equal opportunities policy.
• Be flexible – carry out any other duties as required by management.
• Open and distribute incoming mail and log onto the computer.
• Read mail, investigate disputes, and reply with the required information.
• Maintain filing and information within the dept and post outgoing letters daily.
• Maintain adequate levels of stationery.
• Provide management information/reports for Contract Manager/Notice Processing Supervisor.
• Assist in reviewing and developing quality assurance systems and procedures.

Skills

Customer service

Communication skills

Ability to write simple reports

PC literate

Education

NVQ Level 2 in Parking Control

GCSE English & Maths

Job description

Customer Service Agent

Here at NSL, part of Marston Holdings Ltd., we are not just the “parking people”; we are so much more than that. Our team of highly trained frontline colleagues and back-office support team members provide outsourced business services to the public and private sectors. These include comprehensive parking and street management solutions that contribute to creating a great place to work and live

Overall Purpose of Post

You will be required toassist the Notice Processing Department with their daily workload. To deal with all written and telephone queries effectively and efficiently and to develop a thorough understanding of how to use the computer processing system. You will accurately update system with payments and generate reports as necessary for reconciliation. You will be required to develop a good understanding of legislative parking procedures and become familiar with the general office procedures and telephone.

What you will be doing:

• Develop an understanding and appreciation of background material such as the Traffic Management Act 2004 and the Road Traffic Act 1991
• To act as relief and cover for other staff during periods of absence
• To carry out the duties of the post with due regard to the Company’s equal opportunities policy
• To be flexible – carry out any other duties as and when required by the management
• Open and distribute all incoming mail with a view to log them onto the computer on a regular basis
• Read all mail, make relevant checks to investigate dispute, access type of answerrequiredfrom unique letters and reply
• Maintain all current filing and information within the dept -Ensure all outgoing letters are posted on a strictly daily basis
• Tomaintainadequate levels of all controlled and uncontrolled stationery
• To provide management information / reports as and when necessary for the Contract Manager / Notice Processing Supervisor
• Toassistin reviewing and developing quality assurance systems and procedures in the service area
• To ensure quality manuals and records are maintained
• To undertake the duties of the postin accordance withthe Quality Assurance systems and procedures within the service

What we are looking for:

• NVQ Level 2 in Parking Control(desirable but not essential)
• GCSE or Equivalent in English & Maths
• PC Literate
• Ability to communicate with customers, often in difficult and demanding circumstances
• Familiarity with the Traffic Management Act 2004, Road Traffic Act1991and other parking legislation
• Ability towritesimple reports
• Customer service skills.

What you will get in return:

• 20 annual leave days plus bank holidays
• Enhanced Maternity and Paternity Package NB subject to eligibility criteria.
• Health Cash Back Plan
• Staff benefits designed to suit you, from discounts on high street and online shopping to travel, socialising and wellbeing.
• Pension Scheme

New starters will be subject to clearance through the Disclosure and Barring Service and a County Court Judgment check. In addition, the post holder is expected to keep the Company updated if their personal circumstances change.

We are an equal opportunity employer, which meanswe'llconsider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disabilitystatusor any other protected characteristic. We recruit and develop our people based on merit and their passion for creating better outcomes, andwe'recommitted to creating an inclusive environment for all employees

INDT