The Congestion Charge Administrator role opportunity for our client based in London.
Overview:
To deliver an exceptional customer experience for all internal and external customers visiting the corporate facilities ensuring that all activity delivered is of the highest standard.
Responsible for providing the management of all congestion charging, Penalty Charge Notices (PCNs), credit card charging, and dealing with all aspects of the post and statutory declarations.
Service excellence:
• Responsible for creating/updating facilities SOP
• Responsible for training team members allocated to cover holiday periods based on the SOP and providing handovers
• Consult with Line Manager on making recommendations to improve efficiency and organisation
Engagement, culture & communication:
• Responsible for sharing all communications in a timely and effective manner
• Attending any monthly/weekly 1-2-1s and Signature team meetings
Client relationships:
• Responsible for supporting Business Manager in all day-to-day activities
• Able to provide any ad hoc admin tasks given by Business Manager and Commercial Director
• Able to proactively improve operational standards
• Able to plan ahead and use excellent time management skills
• Able to work independently, prioritise the tasks at hand to meet the deadlines
Finance & Commercial Awareness:
• Responsible for always looking at different ways of reducing costs inline with improving
Operational standards
• Responsibility for eliminating the escalation of costs associated with congestion charges and PCN-related issues including investigations
• Consults with Business Manager on any potential financial risks
People & productivity:
• Responsible for playing a part when creating and upholding positive team morale
• Responsible for following all Mitie Signature and BMW policies and procedures
• Able to liaise with and audit service partners ensuring KPI are met
• Responsible for effective and organised business support
QHSE and wellbeing:
• Knowledgable about H&S policies and requirements
Strategy: innovation, change & project management:
• Involved in implementing projects on site, managing and meet deadlines
• Consult with Line Manager about any operational concerns which could impact the project/change
Main duties
• Actively manage the inbox throughout the day for any request, follow up or admin task’s related inquiries
• Ensure marking all completed tasks accordingly
• Response all requests within 24 hours and completely as soon as possible
• Responsible for managing all congestion charging from sending daily notifications out the BMW team to processing all requested charges
• To keep accurate track of all requests received and processed
• Manage daily Congestion charge requests, waiting until the end of the business hours to include even the last-minute request
• Creating daily Excel sheet spreadsheets logs
• Able to log in and process payments via Tfl website and use the admin tools
• Check congestion charge guidelines are followed and all processed correctly, especially on Mondays (or when returning from days off, holidays & sick days) to double check work is completed up to the correct standard
• Responsible for managing and processing Penalty Charge Notices (PCNs) and statutory declarations
• All PCN fines are to be investigated, collected sufficient evidence and processed accordingly
• Manage and investigate all other driving contraventions
• Make representations where necessary
• To investigate, chase and resolve all congestion and PCN issues within the deadlines
• To ensure all received fines are stamped with the received date and logged in to the monthly log-in sheet
• Actively update the PCN open and closed cases accordingly
• Escelate staff members’ issues / delays immediately to the local manager and to the Business Manager
• To print all back up with cover sheets for open cases and update action actively
• Ensure all investigations meet audit guidelines
• All fines paid must be approved by Helen Fox or Martin Wilson
• Manage incoming and outgoing posts to BMW Park Lane
• Daily delivery and collection of post from the Showrooms and various departments
• Open and scan the post – always Cc Martin Wilson
• Ensure recording system is in place for received and send post as required
• Investigate any lost/ missing post to assist to resolve the outstanding issue
• Maintain and top up the franking machine
• Deal and scan with V5 documents (V5 must be stapled after scanning)
• Send scanned V5 copies for the managers required
• ISSD post given to admin positions personally
• Date all received post envelopes to track the received date
• In charge of collections by Royal Mail
• Deal post from Parts accordingly daily
• Cheques scanned and send to accounts
• Managing the fleet auto-pay system, including adding and updating the master sheet
• Process re-taxing vehicles on request basis
• Follow the authorization process including signed PO and signed credit card forms
• Answer all calls and emails in a timely manner
• To esure to obtaining autrhorization from Helen Fox or Martin Wilson before using a credit card
• All credit card charges are to be recorded to CC spreadsheet and account informed
• To be well presented at all times and act as an ambassador for BMW and Signature
• Building good working relations ships with all the service partners and BMW employees
• Receiving and arranging couriers and deliveries for facilities
• Create and update the monthly credit card log-in sheet, ensure paper trail available for all charges
• Do highlight any discrepancies you might come across
• To Investigate issues; liaise with the client and your Line Manager on action taken, in a timely and professional manner
• To have full knowledge of the BMW credit card procedure
• To ensure the training manuals and SOP guides are updated and accessible
• To be flexible and cover in various departments and sites as required within the Signature contract
• To support the Account Manager and Business Manager with any reasonable ad-hoc tasks that may be assigned to you
• To maintain necessary confidentiality on all Signature MITIE and Client matters
• To carry out other duties or responsibilities that may from time to time be assigned by your Manager
• To show responsibility for personal Health and Safety and encourage the same from your team
• To report any near misses during daily walkarounds
• To maintain and use as appropriate MITIE property as provided or recommended, i.e. standard uniform, mobile phone as well as other electronic equipment.
• To ensure all documents are filed and scanned correctly, in an organised manner
• To clean, organise and keep on track of the storage facilities
• To lead by example at all times and be a role model for the team
Person Specification
• Proven experience and understanding of an exceptional Customer Service Delivery
• Confident communicator with a passion for providing unparalleled levels of service and exceeding client expectations
• Excellent time management and organisational skills
• Competent level of IT proficiency (Intermediate knowledge of Microsoft Office and Excel)
• Flexible with traveling to Park Lane, Battersea, and Park Royal if and when required
• Team player
• Be innovative, identifying improvements and smarter ways of working
Salary:
£28,500 per annum
Working Days:
Monday to Friday (Full time hours)
If you are interested in this role please send your CV to info@reallysimplerecruitment.com
Although we aim to respond to every application, we receive, if you have not heard back from us within 7 days from the date you applied, you should assume that you haven’t been successful.
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