totaljobs.com

Dimensions

No. of Direct Reports

• nil

Budget Responsibility

• nil

Key Contacts/Relationships

Internal

·All Operations

·National Operations Centre

·Sales Team

External

·Customers

·Members of public

·All clients with parking agreements.

·Local businesses

·Local Police

·Local competitors

·Contractors and engineers

·City watch

Key Accountabilities

People

·To maintain good communications and consult regularly with the Team Leader and car park staff, seeking assistance and agreeing on actions to resolve outstanding issues.

·To guard against intruders, trespassers, vagrants, vandals and unauthorised car parking / fly - tipping activity.

·Confers with other supervisory or managerial personnel to recommend changes in order to avoid recurring customer complaints.

Customers/Clients

·Greet visitors arriving at the site and provide a welcoming and informative service, ensuring that signing in and health and safety procedures are fully adhered to.

·Answer questions and provide information to the public; investigate complaints and take corrective action as necessary to resolve complaints.

• Proactively foresee possible delays or complications and plan to avoid or minimise them.
• To handle customer complaints or any crisis, such as security issues or a customer being taken ill.

·Apply problem solving skills to resolve problems and answer customer questions with empathy and on a timely basis.

·Notifies customer and designated personnel of findings, adjustments and on action taken.

·To undertake regular foot patrols of the car park.

·To monitor personnel activity on the car park to deter criminal activity.

·To retrieve customers’ vehicles (where appropriate).

·To maintain good relations with all customers, the crime prevention unit of the local constabulary and local businesses.

Processes

• Carry out maintenance and repairs to the automated car park equipment to ensure the continued operation of the car park.

·Examines pertinent information to determine accuracy of customer complaint and to determine responsibility for errors.

·Follows up on recommended adjustments to ensure customer satisfaction.

·Examines records such as transaction information and converses to obtain facts regarding customer complaint.

·To report identified criminal activity in accordance with company procedures.

·To complete relevant documentation as appropriate.

·To operate parking control equipment as appropriate.

·To regulate entry and exit of vehicles to and from car parks.

·To issue and examine tickets.

·To monitor the appearance of the designated car park, taking action to ensure that Company standards are achieved and maintained.

·To remove graffiti from walls using appropriate cleaning materials.

·To check lifts for standards of cleanliness and take corrective action as appropriate.

·To report evidence of substance abuse.

·To collect and remove waste and refuse in accordance with company procedures.

·To conduct where applicable daily, pre-operation vehicle checks, taking remedial action as appropriate.

·To ensure compliance with the standard ISO 9002 and company procedures.

Financial

·To safeguard takings in accordance with company procedures.

·To ensure vehicles are parked in a way which maximises the potential space and revenue.

·To work with all managers and staff to implement successful marketing and promotional initiatives to increase sales and maximise income opportunities.

Key Result Areas

Expected Deliverables

·To provide a first class customer service at all times.

·Maintenance of standard operational procedures and adherence to ISO 9002.

·Compliance with Company policies on Health and Safety.

·Personal standards meet Company standards.

·To develop an operational style that complements the company’s mission.

KPI’s

·Number of reported cases of damage to or theft of vehicles.

·Appearance of car park is in accordance with Company standard.

·Correct handling of complaints in accordance with Company policy.

·To minimise criminal activity.

·To ensure agreed targets and standards are achieved.

·To contribute fully to the resolution of outstanding issues affecting the performance of the car park.

Technical Skills

·Basic Computer Skills

·Knowledge Of Car Park Equipment – desirable.

Experience

·Previous experience of a customer service environment.

Qualifications

·Educated to GCSE level or equivalent.

·Full UK driving license - desirable

Knowledge

·Health And Safety requirements

·Company policies and procedures

Behaviours

·Confident and clear communicator;

·An enthusiastic and effective team member;

·Able to stay clam under pressure and deal with difficult situations using tact and diplomacy;

·Capacity to work with minimum levels of supervision;

·Ability to provide a high level of customer care.