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Processing Manager (Scotland, UK)

APCOA Parking UK

The Role

We are seeking an enthusiastic individual to supervise a new processing centre in Dingwall. Working with a blue-chip Client, you will initially help the Centre Manager set up and then supervise a new team of Administrators. You will ensure high levels of productivity are achieved whilst ensuring that all Client service level agreements are met. As this is a new team the successful candidate will have the unique opportunity to influence the shape of the Processing Centre from day one and be responsible for its growth over the next 12 months and beyond.

What you’ll do

  • Manage the service and performance of the Processing team, who will be responsible for CCTV reviewing, debt recovery, printing, scanning and letters to members of the public
  • Complete Payment Management activities such as Refunds, Transaction Reversals and Redress Payments
  • Act as second-line escalation point for issue resolution (day to day and high-level)
  • Supervise the team to ensure performance targets are met, in accordance with contractual service level agreements through detailed performance monitoring and management
  • Interpret enabling legislation and codes of practice and convey that interpretation to team members
  • Work proactively with our third-party supplier who will also be based at the Processing Centre
  • Determine and monitor staff hours, number of personnel, and services required
  • Implement systems and processes within the department, maintaining documents of working procedures to ensure they’re up to date
  • Office and facility management

What you’ll bring

  • Proven background in running a team to achieve customer service standards is essential
  • Detailed understanding of the Customer Service and Call Centre sectors
  • Be competent in respect of the creation and delivery of professional Management Information reporting
  • A manager who is able delegate
  • Excellent interpersonal skills with the ability to build and maintain positive working relationships
  • Excellent documentation skills
  • Excellent written and verbal communication skills
  • Confident, self-motivated and self-starting person
  • Detailed appreciation of Call Centre systems and Telecoms technology will be considered an advantage

What we’ll offer you

  • Up to £35,000 salary per annum
  • 40 hours per week
  • 33 days annual leave
  • Group Pension
  • Private healthcare
  • Flexible working hours
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