Charging and Enforcement Policy Advisor

Job Description

Your New RoleCharging and Enforcement Policy AdvisorLocation BirminghamRespond to communications and enquiries from internal and external customers, and carry out a range of support activities, to ensure effective issue resolution and to support the continuous improvement of the Dart Charge services.What youll be working on

• Maintain effective day to day working relationships with the service provider and delivery partners to ensure effective processing of escalated issues and representation cases and continuous improvement of the Dart Charge services
• Provide the first point of escalation for the service provider in respect of cases falling outside business rules and make decisions on the handling of these cases within guidelines and principles.
• Manage representations made by scheme users in line with legislative requirements and defined business processes, engaging with the adjudication process and representing Highways England when necessary.
• Develop quality responses to FoI requests, public and ministerial correspondence particularly in respect of case management.
• Collect, retrieve and collate data in to summary reports through effective liaison with third party suppliers and Highways England colleagues, to support effective management decision making.
• Support audit of the supplier in line with key performance indicators utilising experience of case management and customer complaint handling.
• Contribute to the review, development and testing of Dart Charge policies, processes and systems to ensure that these incorporate insights from escalations, complaints and representations cases.

To be successful you will have

• Experience of providing high standards of service through effective customer case management within a public service or similar environment e.g. public utilities
• Experience of operating within a high-volume processing environment delivering ongoing improvement in efficiency and effectiveness of services including the use of office software products
• Thorough understanding of the relevant departmental and company-wide procedures, policies and guidelines. Essential Functional / Technical Skills
• Experience with standard office software products to enable production and maintenance of a range of complex documents and spreadsheets
• Awareness of industry best practice in road user charging and civil enforcement
• Ability to work effectively with others in an office environment or delivering an efficient customer service
• Ability to prioritise and manage own workflow to enable timely achievement of business objectives.
• Ability to engage effectively with service delivery partners (external suppliers) to deliver high quality services

A bit about usAt National Highways we believe in a connected country. We are passionate about creating a culture where colleagues feel connected, included and enjoy greater wellbeing to achieve this. Were proud that as an organisation we are continually striving to dobetter and actively encourage and support our colleagues to do the same with their careers.So, if you put safety first, take ownership of your work, show passion for what you do, work effectively in a team, and demonstrate integrity in how you do it - then youll be a great fit for our organisation.Were proud that as an organisation we are continually striving to do better and actively encourage and support our colleagues to do the same with their careers.An informal blended working approach has been adopted for many of our roles across National Highways.Whats on OfferOur benefits package

• Our total reward package includes basic salary, the potential for a performance related bonus, and employer pension contributions of up to 10%.
• Annual Leave starting at 26 days (plus Bank Holidays) rising by 1 day each year up to 31 days (plus Bank Holidays)
• Flexible hours and blended working between base location/home
• Life assurance of 4 times annual salary
• Health and wellbeing support, including an Employee Assistance Programme, available 24/7 365 days and network of mental health first aiders. Plus, access to a wellbeing app to enhance your self-care 24/7, Occupational health service and flu vaccines
• A cycle to work scheme for the purchase of a bicycle and equipment for healthy, low carbon travel
• Significant investment in your career development, through learning and development, talent management, coaching, mentoring and on job experience

And we are:

• Family friendly with enhanced maternity leave and pay, paternity leave (15 days), shared parental leave, adoption leave. Plus access to financial support for holiday play schemes and paid special leave (up to 5 days pa), eg for caring responsibilities
• Money friendly with access to a discounts platform including over 3000 discounts for supermarkets, eating out, leisure, holidays. Alongside a financial wellbeing programme
• Community friendly - offering paid leave to volunteer, 3 days basic/year

So, if you put safety first, take ownership of your work, show passion for what you do, work effectively in a team, and demonstrate integrity in how you do it - then youll be a great fit for our organisation