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Senior Customer Service Advisor

We currently have an opportunity for a Senior Customer Service Advisor at our site in Manchester.

Responsible for all operational aspects of the site in terms of the staff reception desk and car park. Routine duties will be to provide a professional and welcoming service to all customers, staff and visitors, dealing with visiting contractors, security, health and safety and generally supporting the Building Manager in ensuring the areas of responsibility are operating effectively. All tasks are to be completed in accordance with the guidelines of the British Parking Association (BPA) and the onsite procedures. Ensuring all customers and clients receive an exceptional level of service and excellent standards are maintained.

Main Responsibilities include:

  • Lead and motivate a highly skilled team of Customer Service Advisors in delivery of an efficient on site operation.
  • Maintain site rota(s); covering holidays and absences to ensure Reception/Customer Service desks are staffed as per site SLA.
  • Oversee all activities required to ensure the day to day operations of the car park/staff reception run effectively, assigning staff where required.
  • Coach, develop and mentor Customer Service Team to ensure delivery of outstanding customer service.
  • Provide supervision and technical assistance to customer service team to attain site efficiencies.
  • Maintain effective, open communication between Customer Service Advisors, Euro Car Parks management and Building Managers.
  • Accurate completion of all reports, logs and onsite documentation ensuring internal service level agreements (SLA’s) are met.
  • Develop standard procedures for improving the service provided to customers in liaison with ECP Operational Management.
  • Proactively assist and implement process improvements and changes.

In addition to this, supporting the team with their accountabilities including;

  • Perform front line maintenance of car park equipment, adhering to the prescribed guidelines and reporting all faults including repeat faults as outlined within the onsite procedure documentation.
  • Conduct regular patrols of the car park to ensure health and safety requirements are met.
  • Effectively maximise space onsite and carry out marshalling duties as directed by the client/line management.
  • Act as an approachable of contact for customer queries and/or complaints ensuring the correct responses are communicated in a professional and courteous manner.
  • Completion of Access Control ensuring all identification is checked and validated prior to full site access.
  • Ensure site standards are maintained in accordance with the current onsite cleaning programme.
  • Ensure compliance with internal and external guidelines such as; the British Parking Association (BPA), Health & Safety and Company Policies & Procedures (located within the onsite procedure documentation).
  • Completion of surveys/car counts on competitors car parks as requested by management.
  • Opening/unlocking and closing/locking site at the start and end of your shift in line with procedure.
  • Accurately reconcile and verify any cash received at site where applicable.
  • Ensure up to date knowledge of all communications and any changes to procedures to within Customer Service Advisor role.
  • Provide cover/support in all areas of site operations when required.
  • Completion of any reasonable requests made by ECP line management.

Further details of responsibilities and duties are located within the onsite procedure documentation.

Skills and Competencies

  • Leadership – leads by example, motivates others, makes decisions, initiates action, and takes responsibility.
  • Communication and Influencing – establishes communication channels, actively listens, clarifies, gives/seeks feedback, clear and concise, persuasive/negotiates with others.
  • People Management – fosters team/individual performance, achieves results, sets targets and reviews against them, leads, motivates and empowers others, deals with issues, coaches and encourages others.
  • Organisational Skills – plans well in advance, sets clear objectives, manages time/delegates, reviews progress against plan, ensures sufficient resources, encourages improvements.
  • Results Driven – Thinks clearly and quickly about issues. Has an eye for detail and identifies critical information. Copes well with complexity. Uses the relevant information to make the correct judgment.
  • Interpersonal Skills – builds positive relationships, demonstrates emotional stability, confident in own ability, approachable to all staff, showing respect and tolerance.
  • Team Working – Strong team player. Visible and happy to help other members of the team – advocates a ‘ONE TEAM’ approach when working alongside colleagues and Building Managers.
  • Confidence – sells ideas well, and is self-confident whatever the situation. Able to cope with deadlines and remain calm under pressure.
  • Flexibility – demonstrates commitment to change in the way they personally do things. Identifies barriers and works to remove them.
  • Technical – Competent IT knowledge, hands on approach to mechanical maintenance in accordance with SLA’s.

The role is full time for 40 hours per week on a rota basis, however the successful candidate will need to be flexible as the rota can change to suit business needs.

Rate of pay is £9.50 per hour.

The role will be subject to references and DBS.