Role title: Administration Assistant - Appeals
Place of work: Hampstead/ Hybrid
Hours: 35 hours per week 
Days of work: Monday - Friday 9 - 5pm
Salary: Around £22k rising on successful completion of probationary period (negotiable for the right candidate)

About us: 
Group Nexus is an established, leading player in the parking management industry. With our new and luxurious premises in Hampstead, North London our employees are given flexibility to work from the office and in their home environments. We understand that the success of our business relies upon the satisfaction of our clients and as a result, we strive to provide them with the highest service levels at all times. 

About the role: 
To ensure the effective management of processing customer appeals from initial contact through to resolution ensuring full compliance with industry standards at all stages. 

Key activities:

• Processing written and email appeals from customers 
• Deciding on validity of appeal and whether to reject or uphold 
• Ensuring BPA and DVLA compliance requirements are applied to all processes 

Personal management: 

• Using available technology in support of your daily activities 
• Meeting company standards 
• Communicating with you line manager immediately a problem arises that will impact on the reputation of company or its clients 
• Communicating effectively with both external and internal customers 
• Ensuring that company, client and customer confidentiality is maintained at all times 
• Carrying out all tasks and activities in line with the company’s overall business objectives 

Skills, knowledge and experience: 

● A results driven approach and attitude
● Effective verbal and written communication at all levels
● Positive customer-focused approach
● Ability to speak to customers by phone to resolve their queries
● Dealing with confidential issues with sensitivity
● Effective team-working
● Ability to quickly learn and use multiple software systems
● A basic working knowledge of Microsoft Office/Google applications
● An awareness of Data Protection regulations 
● A minimum of 2 years’ experience in a fast-paced office environment
● Experience of writing formally and professionally