Customer Service Co-ordinator (Parking)

About Portsmouth City Council: Portsmouth City Council is a unique organisation, committed to making a difference, and is guided by core values that set who we are as people, what we stand for, and how we act. We are committed to our values of respect, integrity, collaboration, inclusivity and being people-focussed. These values set out how we can contribute to the success of the council and our own success as individuals.

The Service: Providing services and improving outcomes in the following areas; parking, sustainable transport, transport planning, traffic management and road safety, highways and coastal management and public transport and city centre management.

Your new role: Working as part of the Parking Team and reporting to the Parking Business Services Manager, you will be responsible for the delivery of exceptional customer service for our service users, including the resolution of complex queries and complaints extending across all areas of Parking, delivering a 'one and done' response. By using business intelligence around the data and information collected you will be a champion in improving service delivery for the customer and strategically leading on customer service improvements, whilst promoting the efficiency and effectiveness of the Parking Service at all times.

Who is the person: We are looking for an experienced customer service professional with a strong background in managing complex enquiries, complaints and correspondence, ideally within a regulatory or local authority environment. You will have the ability to analyse customer service and operational data to improve service delivery, be confident using multiple IT systems, and understand how to interpret legislation, policies and procedures to support sound decision making. Experience of leading or influencing customer service improvements, managing competing priorities, and contributing to projects or policy changes is essential. You will be a confident communicator with excellent interpersonal skills, able to build effective relationships with colleagues, stakeholders and elected members. You will be motivated to drive continuous improvement, share best practice and work collaboratively across teams to achieve positive outcomes for customers and the wider organisation. If you have a flexible, proactive approach with a strong team ethic and commitment to high standards of public service then we would love to hear from you.

Additional information: Interview date: Week commencing 23rd February 2026. Our recruitment process: Full information about our recruitment process can be found on our support for applicants' page. Please ensure that you read the job profile for full details on the post. We offer hybrid working with the expectation to attend the office minimum 3 days a week, this remains flexible, depending on the role and subject to business needs. You must demonstrate why you are suitable against each of the points described in the 'Who is the Person' points on the Job Profile using examples from your experience or transferable skills. This might be through qualifications or descriptive examples from your work/personal experience, which clearly illustrates what you did and the effect it had. If you apply without a detailed personal statement, it is unlikely that you will be shortlisted. We are a disability confident employer and Armed Forces Covenant gold standard. More information can be found at Equality, diversity and inclusion - Careers portal. Should you require any support in completing the application form please contact recruit@portsmouthcc.gov.uk or call the recruitment team on 023 92 616 800. You will need to demonstrate that you have the Right to Work in the UK. No post will be offered without it. Read more about working at Portsmouth City Council and our benefits on our careers portal homepage.