Customer Escalation and Resolution Officer

Job Description

Your new roleNational Highways is currently recruiting for 2x Customer Escalation and Resolution Officers to join our Dart Charge team based in our Colmore Square, Birmingham office.Dart Charge operates a remote payment method to reduce congestion at the Dartford Crossing. Where payment is not received, penalty charge notices are issued to customers. Your role will be to respond to communications and enquiries from internal and externalcustomers, including penalty charge challenges, and carry out a range of support activities, to ensure effective resolution.What youll be leading on1. Providing guidance and decisions in line with Dart Charge policy for customer cases escalated by Service Providers, ensuring effective issue resolution and high-quality customer service.2. Managing customer penalty charge escalations and engaging with suppliers, as a representative of Dart Charge.3. Gathering, analysing, and collating data to support effective and accurate decision making.4. Constructing efficient and well written recording of decisions.5. Developing and drafting effective and well written briefings for senior managers.6. Developing and drafting well written responses to Dart Charge customers.7. Supporting the continuous improvement of the Dart Charge service.To be successfulExperience of providing high standards of customer service through effective case management.Experience of analysing data and information to reach effective decisions and recording efficiently and accurately.Experience of providing written responses to customers, working to and providing summaries for senior managers.Experience and ability using standard office software products.About UsWhy you should join 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.An informal blended working approach has been adopted for many of our roles across National Highways. We offer many different ways to work flexibly and were open to discuss part-time working, job shares, and flexible start and finish times.Please wait until the interview stage before asking us about flexibility, and we will explore what is possible.Our benefits packageOur total reward package includes basic salary, the potential for a performance related bonusContributory pension scheme with employer contribution 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/homeLife assurance of 4 times annual salaryHealth 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 vaccinesA cycle to work scheme for the purchase of a bicycle and equipment for healthy, low carbon travelSignificant investment in your career development, through learning and development, talent management, coaching, mentoring and on job experienceAnd 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 responsibilitiesMoney friendly with access to a discounts platform including over 3000 discounts for supermarkets, eating out, leisure, holidays. Alongside a financial wellbeing programmeCommunity friendly - offering paid leave to volunteer, 3 days basic/year plus an extra 3 days to support the national Covid effortIf you are successful, it is key to know all offers of employment are subject to satisfactory completion of our pre-employment checks which include:Right to work check3 year employment history referencesDBS criminal record checkSocial media and adverse journalism checkDriving licence check (if applicable)Fit to work questionnaire (for all), followed by a medical check (if applicable)And finally And finally we reserve the right to close before the advertisement expires