Customer Escalation and Resolution Officer

We have an exciting opportunity for a Customer Escalation and Resolution Officer to join our team based in Birmingham. Dart Charge operates a remote payment method to reduce congestion at the Dartford Crossing. Where payment is not received, penalty charge notices are issued to customers. Your role will be to respond to communications and enquiries from internal and external customers, including penalty charge challenges, and carry out a range of support activities, to ensure effective resolution.

• Providing guidance and decisions in line with Dart Charge policy for customer cases escalated by Service Providers, ensuring effective issue resolution and high-quality customer service.
• Managing customer penalty charge escalations and engaging with suppliers, as a representative of Dart Charge.
• Gathering, analysing, and collating data to support effective and accurate decision making.
• Constructing efficient and well written recording of decisions.
• Developing and drafting effective and well written briefings for senior managers, and well written responses to Dart Change customers.
  
  Experience of providing high standards of customer service through effective case management.
• Experience of analysing data and information to reach effective decisions and recording efficiently and accurately.
• Experience of providing written responses to customers, working to and providing summaries for senior managers.
• Experience and ability using standard office software products.
  
  Here at National Highways, we manage and improve England's motorways and major A roads, helping our customers have safer, smoother and more reliable journeys. Our priorities are safety, customers and delivery, and at the core of this, are our values of passion, integrity, safety, teamwork and ownership.
Operations is at the heart of keeping the strategic road network moving and ensuring our customers get the best possible experience when using our roads. We address over 39,000 customer enquiries every month, plan and deliver all maintenance activities on the network, drive efficiencies and improvements across our systems and roads, and respond to incidents across 4,500 miles of motorways and major A-roads that we manage. All to make sure National Highways customers have safer, smoother, and more reliable journeys. External candidates will be offered a starting salary at the lower end of the pay scale, while current employees will be appointed in accordance with our established pay policy. We are committed to creating a diverse environment and welcome applicants from all backgrounds. Why you should join us At National Highways we believe in a connected country. We are passionate about creating a culture where colleagues feel connected, included and enjoy greater wellbeing to achieve this. We're proud that as an organisation we are continually striving to do better and actively encourage and support our colleagues to do the same with their careers. So, if you put safety first, take ownership of your work, show passion for what you do, work effectively in a team, and demonstrate integrity in how you do it - then you'll be a great fit for our organisation.

We offer many different ways to work flexibly and we're open to discuss part-time working, job shares, and flexible start and finish times. Please wait until the interview stage before asking us about flexibility, and we will explore what is possible. Our benefits package
• Our total reward package includes basic salary, the potential for a performance related bonus
• Contributory pension scheme with employer contribution of up to 10%
• Annual Leave starting at 26 days (plus Bank Holidays) rising by 1 day each year up to 31 days (plus Bank Holidays)
• Flexible hours and an approach driven by connected and sustainable working which includes hybrid working
• Life assurance of 4 times annual salary
• Health and wellbeing support, including an Employee Assistance Programme, available 24/7 365 days and network of mental health first aiders. Plus access to a wellbeing app to enhance your self-care 24/7, Occupational health service and flu vaccines
• A cycle to work scheme for the purchase of a bicycle and equipment for healthy, low carbon travel
• Significant investment in your career development, through learning and development, talent management, coaching, mentoring and on job experience
And we are
• Family friendly with enhanced maternity leave and pay, paternity leave (15 days), shared parental leave, adoption leave. Plus access to financial support for holiday play schemes and paid special leave (up to 5 days pa), eg for caring responsibilities
• Money friendly with access to a discounts platform including over 3000 discounts for supermarkets, eating out, leisure, holidays. Alongside a financial wellbeing programme
• Community friendly - offering paid leave to volunteer, 3 days basic/year
If you are successful, it is key to know all offers of employment are subject to satisfactory completion of our pre-employment checks which include:
• Right to work check
• 3 year employment history references
• DBS criminal record check
• Social media and adverse journalism check
• Driving licence check (if applicable)
• Fit to work questionnaire (for all), followed by a medical check (if applicable)
• Qualifications and/or professional membership check (if applicable)