Highways Business Support Officer

Location: City of Edinburgh

Customer Services & Business Support Officer - Parking

Location:

Edinburgh
Pay Rate: £15 - £18 PAYE (depending on experience)

The Role
We are seeking an experienced Customer Services and Business Support Officer to provide additional support during the implementation of a new Parking Management Programme.
The programme has generated a significant increase in customer enquiries, complaints, parking permit applications and requests for information. The successful candidate will help manage this increased workload, ensuring members of the public receive clear, accurate and professional responses.
This is an excellent opportunity for someone with previous local authority, parking, roads or transportation experience. Strong customer service or administrative professionals with experience working in a public-sector environment will also be considered.

Key Responsibilities

· Responding to telephone, email and written enquiries from members of the public.

· Providing information and guidance regarding parking permits, parking services and associated processes.

· Processing parking permit applications and maintaining accurate records.

· Investigating and responding to customer complaints.

· Managing a high volume of enquiries while meeting service standards and response times.

· Liaising with internal parking, roads, transportation and customer service teams.

· Supporting the preparation of responses to Freedom of Information requests.

· Updating internal systems, databases and case-management records.

· Producing correspondence, reports and other administrative documentation.

· Identifying recurring customer issues and escalating complex cases where appropriate.

· Providing general business and administrative support to the wider service.
Essential Experience

· Previous customer service, business support or administrative experience.

· Experience communicating directly with members of the public.

· Confidence handling complaints, sensitive conversations and challenging enquiries.

· Strong written and verbal communication skills.

· Ability to manage a busy workload and prioritise competing tasks.

· Good attention to detail and accurate record-keeping skills.

· Competent IT skills, including Microsoft Office and customer management systems.

Desirable Experience

· Previous experience working within a local authority or wider public-sector organisation.

· Experience with in parking, roads, highways or transportation services.

· Knowledge of parking permits, parking enforcement or parking management processes.

· Experience assisting with Freedom of Information requests.

· Experience working within a high-volume customer contact environment.
Candidate Profile

The successful candidate will be professional, organised and confident dealing with a wide range of customers. You will be able to remain calm under pressure, communicate complex information clearly and provide a positive customer experience while following established policies and procedures.

FOOTNOTE
By applying for this position, you are agreeing for Carrington West to hold and process your personal data in accordance with our Data Protection Policy. Your data will be shared only with third-party clients relevant to your application.
To view our Data Protection Policy, please visit our website.
This vacancy is being advertised by Charlie Fox at Carrington West. Charlie specialises in recruiting professionals across the Highways, Transport and Infrastructure sectors. If this opportunity isn't quite right for you but you're considering your next move, please get in touch on (phone number removed) for a confidential discussion about other opportunities