Customer Escalation and Resolution Officer

About the job.

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.

About you.

- 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.

About us.

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.