Quality Assurance & Training Officer Lewisham £26,000 At NSL, our vision is to make the UK a safer, fairer and better place to live and work. We help our clients innovate and improve services to deliver better outcomes. Built on trust and respect, we are driven and inspired to deliver as one team, and are proud of what we do. We provide frontline, back office and customer support services to design and manage places used by the public and provide national enforcement expertise at our borders and infrastructure. With over 4,000 colleagues in 250 locations across the UK we serve over 150 clients and 20 million citizens. We have a great opportunity for a Quality Assurance & Training Officer to be responsible for making sure that our high standards are met across our parking services areas. You will be quality monitoring in all operational areas, and analysing quality data from internal audits. What you’ll be doing… Quality monitoring in all operational areas in-line with agreed targets Analysing quality data from internal audits, client feedback and external feedback Providing regular coaching sessions as well as the improving quality and effectiveness of the service Devising and establishing quality procedures, standards and specifications across all service areas Monitoring PCN cancellation rates and decision making to minimise Customer Service Officer’s (CSOs) error Updating knowledge base with learning content and FAQs for CSOs to drive quality improvements Recommend and implement Best Practice standards and procedures to achieve operational performance and excellence Making sure all customer enquiries are handled quickly and efficiently Process payments using a computerised system to update details Production and storage of all documentation required to operate the call centre Compile reports, daily logs and operate the various CRM systems in operation Administration of the day to day routines of the call centre, including handling of credit card details, reconciliation and reporting procedures Deal with public enquiries and complaints in verbal and written form, both general and specific to representations, providing information and advice on NSL’s policies/guidelines and relevant legislation Communicate with members of the public in person, email and on the telephone particularly in difficult situations, in an effective and diplomatic manner To identify and escalate priority issues To complete call logs and reports To advise the public on payment methods and other issues regarding enforcement action taken on their vehicle Verify parking permit requests Liaise with Bailiff companies What you’ll need… A good understanding of Customer Service best practice Good knowledge of Microsoft Packages (Word, Excel, Powerpoint) Able to work well in a team but can work autonomously when necessary Excellent communication skills Focus on issue resolution and maximising customer satisfaction Ability to authorise and process parking suspensions Solid experience of end to end notice processing of PCNs under TMA 2004 Knowledge of Bus Lanes RTA 1984, LLA 1996 and Moving Traffic Contraventions LLA & TFL 2003 In return for your time & hard work: Paid holiday Perkbox Pension scheme Excellent training & development Interested? Apply now!