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Job Location | Birmingham |
Education | Not Mentioned |
Salary | 27,100 - 28,460 per annum |
Industry | Not Mentioned |
Functional Area | Not Mentioned |
Job Type | Permanent , full-time |
Your new roleNational Highways is currently recruiting for a 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 successful