Service Delivery Assistant (London, UK)

APCOA Parking UK

Days of Work/Shift Pattern :

  • To work a shift pattern of 4 on/4 off 12 hour shifts with a variety of days and nights. Exact timings to be confirmed.

Purpose: 

  • To ensure the efficient operation of all car parks, valet operation and the priority set down area.
  • To deliver customer service to the standard which leads to customer satisfaction
  • To safeguard and protect the revenue of APCOA Parking UK Ltd
  • Location:  London Luton Airport

Main Duties and Responsibilities

Valet Parking

  • To ensure all valet parking procedures are fully complied with
  • To ensure they are familiar with each cars controls and alarm systems before receiving form customer, and that any such information is properly communicated to anyone who may drive the vehicle
  • To ensure all paperwork is fully and accurately completed
  • To ensure that all keys are securely and appropriately stored
  • To ensure smooth and prompt handover of customers vehicle
  • To drive, and care for all customers vehicles carefully, complying with all appropriate legislation
  • To understand and be fully familiar with the pre-booking system, ANPR system and other related equipment
  • To operate parking control equipment as and when required
  • To regulate the entry and exit of vehicles to valet parking and to/from car parks.
  • To park vehicles in a way that maximises the potential space and revenue whilst ensuring risk of damage is minimised
  • To carry out patrolling and/or cleaning duties as required or directed
  • To assist customers in distress or in need of assistance
  • To ensure customer complaints and insurance claims are minimised

Car Parks

  • To carry out patrolling and/or cleaning duties as required or directed
  • To complete vehicle defect sheets prior to using any company vehicle
  • To assist customers in distress or in need of assistance
  • To undertake regular/random mobile/foot patrols of the car parks and monitor activity and to deter criminal activity
  • To monitor the appearance of the car parks and working areas, taking action to ensure that company standards are achieved and maintained.
  • To be competent in the repair, maintenance, or replenishment of car parking equipment in line with manufacturers recommendations
  • To ensure compliance with customer procedures

Drop Off Zone

  • To assist customers with entering and exiting the zone within 10 minutes
  • To provide change and advice to customers
  • To patrol the zone at regular intervals maintaining a high visual presence at all times
  • To control the movement of coaches in and out of the bus lane
  • To assist in the towing of unattended vehicles at certain times
  • To ensure area is free of debris and litter bins are emptied.
  • To provide front line support in the event of equipment failure
  • To maintain and replenish equipment in line with manufacturers recommendations

Customer Service

  • To work with all managers and staff to implement successful marketing and promotional initiatives to increase sales and maximise income opportunities
  • To ensure by their appearance and conduct, that customers will choose to use our services again
  • To receive and answer in a polite manner parking enquiries from members of the public
  • To achieve agreed Service Level Agreements
  • To maintain good relationships with customers
  • To answer the intercom in a professional manner and deal with all queries in accordance with APCOA’s operating procedures

General

  • To maintain strong communications with the Service Delivery Manager and other colleagues
  • Any reasonable duty as requested by a more senior manager
  • To comply with company policy and procedures, healthy and safety law and other relevant legislation
  • To maintain a standard of attitude and behaviour that will always represent the company in the best possible light
  • To work as part of a wider team
  • To perform other duties within your capabilities
  • To respect client and company confidentiality at all times

This list is not exhaustive and may differ slightly by site or as new information technology, policies and contractual agreements change.

Person Specification

Essential Requirements Desirable Requirements

  • Educational Achievements Hold First Aid and Fire Warden qualifications
  • GCSE or equivalent in English & Maths
  • Advance Driving Licence or Professional Driving Qualification
  • Skills and Abilities I T Literate
  • Excellent Spoken English
  • Experience Evidence of ability to communicate and interact with the public
  • Significant driving experience (accident free)
  • Personal Attributes Smart and Professional
  • Ability to Multi Task
  • Able to work under pressure
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