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About the Role
This pivotal operational and strategic leadership role unites Customer Experience and Appeals functions, overseeing end-to-end customer interaction workflows, ensuring compliant enforcement, and driving operational excellence.
Responsibilities
- Lead, inspire, and develop the operational structure spanning Appeals Specialists and Customer Experience Specialists.
- Manage, track, and optimise department OKRs and KPIs, driving continuous performance efficiency.
- Conduct operational capacity planning, workload distribution, and team auditing.
- Champion compliant and defensible parking management and enforcement.
- Own, refine, and enforce operational Service Level Agreements (SLAs) within Zendesk ParkMaven Portal and Zatpark.
- Ensure strict adherence to statutory, legal, and regulatory response timelines.
- Serve as the 3rd line escalation point for highly complex, sensitive, or high-risk cases.
- Enforce total compliance with the British Parking Association (BPA) Code of Practice, POPLA guidelines, ICO requirements, and data protection legislation.
- Lead high-level quality auditing processes.
- Collaborate closely with Legal, DPO, Compliance, and Estate Management teams on DSARs, high-level disputes, and systemic operational reviews.
- Analyse root-cause appeal trends, disputes, and cancellation patterns to provide actionable insights.
- Evolve customer engagement workflows and metrics to maximise resolution speed and procedural fairness.
- Produce executive-level reporting on SLA compliance, operational risks, volume projections, and audit outcomes.
Requirements
- 4+ years of operational experience in customer operations, appeals handling, regulatory compliance, or enforcement environments.
- 2+ years leading managers or multidisciplinary teams.
- Solid understanding of regulatory frameworks.
- Proven track record acting as a senior decision-maker (3rd line escalation) for complex disputes, legal/regulatory queries, and high-priority complaints.
- Advanced proficiency with CRM platforms (specifically Zendesk), ticketing architectures, queue management, and SLA configuration.
- Demonstrated ability to establish, manage, and report on operational OKRs, KPIs, and quality audit metrics.
- Exceptional written and verbal English skills, capable of communicating with high authority, defensibility, and professional empathy in regulatory matters.
- Ability to convert operational data into system-wide improvements.
- Rigorous commitment to compliance, QA frameworks, and policy precision.
- Sound judgment under pressure, navigating complex escalations within an enforcement context with composure.
- Able to mentor team leads, drive accountability, and foster a collaborative team culture.
Skills
- Customer Experience
- Appeals Handling
- Regulatory Compliance
- Enforcement
- Operational Leadership
- OKRs
- KPIs
- SLAs
- Zendesk
- Zatpark
- Quality Assurance
- Data Analysis
- Process Improvement
- Communication
- Strategic Thinking
- Analytical Mindset
- Conflict Management
- Team Development
Location
- United Kingdom, London
Work Type
- Hybrid
Experience Level
- 4+ years operational experience
- 2+ years leading managers or multidisciplinary teams
About the Company
- Arrive, including brands like EasyPark, Flowbird, RingGo, ParkMobile and Parkopedia, is a leading global mobility platform.
- Present in over 90 countries and 20,000 cities, the company helps people and decision-makers make smarter decisions about urban mobility and ease the experience of travel worldwide.
- Arrive delivers a unique combination of the core ingredients to make cities more livable: from smart payments and optimized car parks to data-driven traffic reduction and support for reinvestment in public transport and green space.
- It’s about more than function, it’s about saving time and simplifying the experience of travel for everyone.
- Travel is more than a journey, it’s how you Arrive.