Creative Car Park (CCP) is a car park management service that helps small to medium land and site owners maximise the value, convenience, and security of their parking areas.
As a leading UK car park management company with over 25 years in the industry, CCP leads the way in the development of parking technology and was the first to use ANPR camera technology to manage and enforce car parking.
We believe that a car park isn't just somewhere where people leave their car. The experience in a car park often leaves a lasting impression, and that experience typically means the difference to a user of a good or a bad day.
Our mission is to develop the very best car park experience for both site owners and car park users, for peace of mind, security, and value. And we care about great parking...even the concrete places!
We continue to develop creative commercial solutions to meet the changing needs of car park owners and their communities around the country.
CCP is experiencing rapid change as it develops and adapts to a changing market to deliver on its ambition to grow ahead of market.
*Purpose of Role:*
The Contact Centre Advisor provides first-line support to customers and users of our apps and digital services, helping those who are experiencing difficulties accessing, navigating or using our services by providing clear guidance and troubleshooting common issues to resolve queries as quickly and effectively as possible.
As a key point of contact for customers, you will deal with a wide range of enquiries — from motorists trying to use one of our digital parking solutions, through to customers querying or disputing a Parking Charge Notice or claim, as well as business clients requiring operational support. You will need to quickly understand the nature of an issue, ask the right questions, provide clear guidance and determine when an issue needs to be escalated for further investigation.
Customers and clients may sometimes be frustrated, confused, unhappy or resistant to change, so a key part of the role is remaining calm, patient and professional, using strong communication, objection-handling, influencing and de-escalation skills to manage difficult conversations and work towards a positive resolution.
You do not need to be a technical specialist, but you will need to be confident using technology, comfortable learning different apps and systems, and able to explain technical or operational information in a straightforward and easy-to-understand way.
*Responsibilities:*
- Provide first-line support to customers and users of our apps and digital services, resolving queries and troubleshooting common issues.
- Answer incoming calls and emails professionally and efficiently, and undertake outbound calls where required, including follow-ups relating to Parking Charge Notices, claims and other operational matters.
- Deal with a wide range of enquiries, from motorists requiring help using our digital services to customers querying or disputing a Parking Charge Notice or claim.
- Communicate confidently with business clients and client representatives, including where they have questions, concerns or objections regarding our services or operational changes.
- Identify and understand the nature of an issue by asking appropriate questions and gathering the information required to determine the best course of action.
- Guide customers through our apps and digital services, providing clear, patient and easy-to-follow instructions.
- Troubleshoot common user issues, including access, login, registration, navigation, payments and general functionality.
- Take ownership of customer and client queries wherever possible and work towards resolving issues at the first point of contact.
- Use effective questioning, active listening, objection-handling, influencing and de-escalation skills to manage challenging conversations and work towards a positive resolution.
- Remain calm, patient and professional when dealing with customers or clients who may be angry, frustrated, confused or resistant.
- Adapt your communication style depending on whether you are speaking with a motorist, customer or business client.
- Recognise when an issue cannot be resolved at first-line level and escalate it promptly to the appropriate technical or operational team, providing all relevant information.
- Avoid unnecessary escalation by using available guidance, judgement and resources to resolve queries wherever possible.
- Accurately record customer contacts, issues, actions taken and outcomes on the appropriate company systems.
- Follow up with customers or clients where further information or investigation is required and keep them appropriately informed.
- Identify recurring technical issues, customer difficulties or common objections and raise these with the appropriate team.
- Work collaboratively with technical, operational, customer service and client-facing colleagues to ensure issues are investigated and resolved appropriately.
- Develop and maintain a good working knowledge of CCP's apps, systems, services, processes and common troubleshooting solutions.
- Keep up to date with changes to apps, new functionality, system updates and internal guidance.
- Contribute to FAQs, troubleshooting guidance and other support resources by highlighting frequently reported issues and customer feedback.
- Handle customer and company information appropriately and in accordance with company procedures and data protection requirements.
*Requirements:*
The successful candidate will be able to demonstrate:
- *Excellent customer service skills* – able to provide helpful, professional and solution-focused support to a wide range of customers.
- *Strong technical aptitude* – comfortable using apps and digital technology and able to quickly learn how new systems and applications work.
- *Troubleshooting skills* – able to listen to a problem, ask relevant questions and work logically through potential solutions.
- *Clear communication* – able to explain app functionality and technical processes in simple, straightforward language without using unnecessary technical terminology.
- *Patience and empathy* – understands that customers may find technology confusing or frustrating and is able to provide support without becoming impatient.
- *Conflict management and de-escalation* – confident dealing with angry, frustrated or challenging customers while remaining calm, professional and focused on resolving the issue.
- *Objection handling and influencing *– confident understanding concerns, responding to resistance and influencing customers or clients towards a positive outcome.
- *Outbound calling confidence – *comfortable proactively contacting customers or clients regarding operational matters, including PCNs, claims or follow-up activity.
- *Client-facing communication *– confident speaking with business clients and adapting communication style appropriately between motorists, customers and professional stakeholders
- *Active listening *– able to identify what a customer is actually experiencing rather than making assumptions about the problem.
- *Problem-solving ability* – uses initiative and available information to identify solutions while recognising when specialist assistance is required.
- *Ownership and accountability* – takes responsibility for progressing queries appropriately rather than simply passing customers between departments.
- *Attention to detail* – accurately records issues, troubleshooting steps and outcomes so that there is a clear history of each interaction.
- *Organisation and prioritisation* – able to manage telephone calls, emails, callbacks and outstanding queries effectively in a busy helpdesk environment.
- *Resilience* – able to maintain a positive and professional approach when handling a high volume of enquiries or difficult customer interactions.
- *Teamwork* – works collaboratively with colleagues and other departments to achieve the best outcome for customers.
- *Adaptability* – comfortable working in an environment where technology, apps and processes may continue to develop and change.
- A Minimum of 2 years experience in a customer service, helpdesk, contact centre, complains handling, technical support or similar customer-facing role is desirable.
- Experience supporting customers with apps, websites, software or other digital services would be advantageous.
- Excellent verbal and written communication skills.
- Confident and professional telephone manner.
- Comfortable using and learning different apps and technology.
- Ability to explain technical processes clearly to customers with varying levels of technical confidence.
- Strong problem-solving and troubleshooting skills.
- Ability to remain calm and professional when dealing with angry or frustrated customers.
- Good organisational skills and attention to detail.
- Ability to manage multiple queries and priorities in a busy environment.
- Excellent working knowledge of Microsoft Office.
- A proactive, reliable and flexible approach to work.
- Ability to work independently while also contributing effectively as part of a wider team
*Working Pattern - Office-based role in London N3.*
*Benefits*:
- Opportunities for professional growth and career advancement within the company.
- Comprehensive training and development programs to enhance skills and knowledge.
- Collaborative and supportive work environment.
- Access to industry-leading technology and resources.
We are an equal opportunities employer, have a diverse workforce, and make our recruitment decisions based on your skills and experience. We can only accept applications from those who can prove their eligibility to work in the UK. No agencies, please.
This is a chance for you to join a meaningful and inspiring environment where you have the chance to make a daily impact. Every day you'll work alongside passionate and down-to-earth colleagues who are dedicated, focused on delivering results, and love delivering stand out service.
If you're the right person for the role you'll be part of an exciting journey in a dynamic, growing business. We are looking forward to receiving your application and meeting you.
Pay: £30,000.00 per year
Ability to commute/relocate:
* London N3: reliably commute or plan to relocate before starting work (required)
Application question(s):
- Do you have experience in digital customer support—specifically helping end-users with an app, website, or digital service? If so, please describe.
- Do you have experience handling complaints and difficult conversations? If so, please describe.
- Do you have experience with outbound calling and debt collections? If so, please describe.
- Do you have experience with objection handling, negotiation, or influencing someone towards an outcome? If so, please describe.
- If you are successful, when would you be available to start?
Experience:
* similar customer service : 2 years (required)
Work authorisation:
* United Kingdom (required)
Work Location: In person
