RCP Parking Ltd
Customer Resolution Specialist
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Customer Resolution Specialist – Norwich (NR6)
About RCP Parking
RCP Parking is one of the UK’s leading family-run car park operators, with over 30 years of experience and a reputation built on quality, efficiency, and customer focus. Our core belief is that every car park is a valuable asset, and every team member plays a critical role in our success.
We aim high and live by our BAAR values—Bold, Agile, Authentic, and Respectful, shaping the way we collaborate, innovate, and deliver exceptional results.
The Role
We are seeking a Customer Resolution Specialist to support the day-to-day handling of customer queries, administrative tasks, and compliance checks. As part of a team reporting into the Compliance Manager, your key responsibility will be ensuring a professional, consistent customer experience while maintaining operational accuracy, regulatory compliance (including BPA Code of Practice, DVLA, GDPR), and strict adherence to internal policies.
Location: Based at our Head Office in Norwich (NR6) Contract: 21–32 hours per week on a 4 on/4 off rota, covering:
- Monday–Friday: 12:00 PM–8:00 PM
- Saturday–Sunday: 8:00 AM–6:00 PM
Key Responsibilities
Customer & Case Management
- Provide administrative support for customer resolutions, including:
- Handling parking charges, appeals, and casework on time and in line with company procedures
- Supporting security and lone-work practitioner safety processes
- Review operational data to ensure accuracy in enforcement, appeals, and payment validation
- Process and manage customer appeals and enforcement decisions, reviewing evidence and supporting outcomes
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Data & Compliance
- Maintain and update company systems and records to guarantee data integrity
- Generate internal reporting (operational performance, income tracking, site data) for stakeholders
- Assist in identifying compliance risks and recommending operational improvements
Customer Interaction & Escalation
- Act as the first point of contact for queries, delivering a polished, professional experience
- Escalate unresolved issues to the appropriate teams while maintaining consistency
Team & Process Support
- Collaborate with the Compliance Manager to uphold rigorous internal and regulatory standards
- Contribute to continuous improvement, improving processes and reducing disputes
Requirements
Essential
- Previous experience in administrative, customer service, or support roles in a fast-paced environment (or strong transferable experience)
- Strong organisational skills with the ability to:
- Prioritise multiple deadlines effectively
- Work accurately under pressure
- Exceptional attention to detail, particularly in record-keeping and documentation
- Excellent written and verbal communication, with the confidence to engage at all levels
- Sensitivity to confidential information, with strict GDPR compliance experience
- Proficient IT skills, including:
- Microsoft 365 (Word, Excel, Outlook, Teams)
- Experience with company internal systems
- Ability to de-escalate conflict professionally, turning challenges into constructive solutions
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Desirable
- Prior experience in car park operations, multi-site logistics, or regulated environments
- Familiarity with the British Parking Association (BPA) Code of Practice or similar regulatory frameworks
Benefits
- Competitive hourly rate of £13.59
- 25 days holiday annually, plus statutory and bank holidays
- Extra day off for your birthday
- Top-tier reward scheme via Perkbox
- Wellbeing support through Canada Life’s Employee Assistance Programme
- Life Assurance provided by Canada Life
- Group Pension Scheme
- Free parking across all RCP sites in the UK
- Commitment to continuous professional development
- Certified Great Place to Work® 2024–2027
Our Commitment to Equality & Diversity
At RCP, we value merit-based selection. We promise a fair, equal application process, considering only qualifications and experience regardless of:
- Sexual orientation
- Race
- Disability
- Religion
- Any other protected characteristic
For further enquiries, apply online at www.rcpparking.com, contact HR at 01603 598788, or email careers@rcpparking.com.
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