Vehicle Infringement Coordinator

The Vehicle Infringement Coordinator plays a key role in providing administrative support to the Customer Relations Team, helping to promote a culture where customers are treated fairly and consistently. You will be responsible for ensuring that all Penalty Charge Notices (PCNs) are acknowledged, processed, and resolved in a timely manner across all areas of the business, including subsidiary companies within Cox Automotive.

Working closely with colleagues, customers, and third-party organisations, you will manage enquiries via phone, email, and written correspondence. You will balance excellent customer service with cost efficiency, ensuring fair outcomes while protecting the interests of the business. Accuracy and attention to detail are essential, as you will maintain up-to-date records and handle sensitive customer data securely in line with GDPR requirements and internal business standards.

The role also includes data entry and administrative tasks that support the smooth and compliant management of vehicle infringements.

• Take full ownership of all Penalty Charge Notices (PCNs), ensuring they are resolved in a timely and efficient manner while minimising financial risk to the business.
• Accurately record, manage, and respond to PCNs and escalated notices in line with compliance requirements and internal business guidelines.
• Work to KPIs agreed by the leadership team, maintaining full compliance at all times.
• Deliver excellent customer service to both internal and external stakeholders via phone, email, and written correspondence, in line with company standards and quality expectations.
• Complete all administrative tasks accurately and within agreed service levels.
• Maintain accurate records and ensure all systems are updated promptly.
• Handle all data and information securely, in line with GDPR and company policies.
• Conduct root cause analysis to identify trends and prevent repeat escalations, reviewing key processes and providing insight and recommendations to the business using case studies.
• Act as a key point of contact for colleagues, offering guidance, advice, and support on PCN-related matters.
• Build and maintain strong working relationships with key stakeholders, providing support and collaboration where required.
• Work closely with colleagues across the Client Experience and Legal teams to ensure resolutions align with company Terms and Conditions and FCA/TCF guidelines.
• Take ownership of your personal development, actively seeking opportunities to build knowledge and skills.
• Act as a role model for Cox Automotive's guiding principles, demonstrating a proactive, enthusiastic, and approachable attitude to drive internal engagement.
• Excellent verbal and written communication skills, with the ability to communicate clearly and professionally at all levels.
• Strong interpersonal and influencing skills, enabling you to engage, motivate, and build effective relationships with key stakeholders.
• Highly organised with strong administrative skills and exceptional attention to detail.
• Proactive mindset, with the ability to identify potential issues early and take action to prevent escalation.
• Good understanding of customer experience principles and delivering fair, positive outcomes.
• Experienced in using Microsoft Office applications, including Excel.
• Good working knowledge of contact centre technologies, such as CRM systems and telephony applications.
• Resilient and adaptable, able to respond positively to feedback and remain effective during change or challenge.
• Flexible approach, with the ability to quickly adapt to new or additional responsibilities and provide support during and after implementation of changes within the PCN team.
• Motor industry experience is desirable but not essential.

We provide dependable solutions that improve performance and profitability throughout the vehicle lifecycle to manufacturers, fleets, and retailers. Our businesses are organised around our customers' core needs across vehicle solutions, mobility, remarketing, funding, and retail.

Aneliese Platts Senior Designer "The people that work here are what sets Cox Automotive apart. We genuinely work as a team, and I feel the same level of support everywhere in the business. Working here is like a family away from home, but most importantly we have fun whilst doing it!"

Ann Fairbanks Executive PA & Business Support "I wouldn't be where I am today without…