Enforcement Team Leader

The company

Our client is an innovative SaaS business that aims at revolutionizing parking payment. They are doing so by creating a fully automated systems that detects when drivers enter and exit enabled car parks and then automatically bills them for their length of stay. Put simply, your car is now your payment card.

What You Will Do:

As the Enforcement Team Leader, you will be responsible for overseeing a dynamic team engaged in three core areas: Enforcement, Debt Recovery, and Compliance. In the Enforcement domain, your role involves supervising the issuance of Parking Charge Notices (PCNs), handling appeals, managing Transfer of Liability (ToL) processes, and addressing POPLA cases. Monitoring team performance and ensuring adherence to key performance indicators (KPIs) will be a critical aspect, requiring you to actively participate in PCN issuance, appeals responses, ToLs, and POPLA cases as needed. Additionally, your responsibilities extend to monitoring site performance, investigating anomalies in PCN volumes, and collaborating with the Head of Onboarding to implement Scheme Design elements related to enforcement, such as site rules and parameters.

In the realm of Debt Recovery, you will serve as the primary liaison for DR activities, conducting monthly meetings to assess the recovery rate, payment rate, progress of cases to solicitors, and the overall DR pipeline status. A key focus will be on ensuring that DR revenue is thoroughly reviewed and reported to the Senior Management Team (SMT) through comprehensive DR reports.

Ensuring Compliance is a pivotal aspect of this role. You will be responsible for maintaining 100% compliance with rules and regulations, overseeing audits to guarantee correct PCN handling, and verifying that all staff have received appropriate training. This involves ensuring that the enforcement platform consistently passes audits, with PCNs processed accurately and letters dispatched in accordance with specific situations and timelines (e.g., POFA vs. Non-POFA letters). You will also ensure that all sites possess essential documentation, including time and date-stamped photos, site contracts, and that staff receive the requisite training, documented through sign-off procedures.

Who You Are:

The ideal candidate for the Enforcement Team Leader position is a dynamic and detail-oriented individual with proven leadership skills. You possess a comprehensive understanding of enforcement processes, debt recovery, and compliance requirements in the context of parking management. Strong interpersonal and communication skills are crucial, as you will collaborate with cross-functional teams, including the Head of Onboarding and Customer Service Team Leader. Your ability to actively engage in enforcement activities, conduct regular performance reviews, and adapt to unexpected changes in PCN volumes is vital. Additionally, you excel in ensuring that all DR-related metrics are tracked, and revenue is reported accurately to the SMT.

What You Have & What You've Done:

• Proven experience in a leadership role within enforcement, preferably in the parking management industry.
• In-depth knowledge of PCN issuance, appeals processes, Transfer of Liability, and POPLA cases.
• Demonstrated success in overseeing Debt Recovery processes, including monitoring recovery rates, payment rates, and managing the DR pipeline.
• Strong compliance background with a track record of ensuring 100% adherence to rules and regulations.
• Experience in conducting audits and producing comprehensive reports for Senior Management.
• Familiarity with Scheme Design elements and collaboration with Onboarding teams.
• Excellent communication and collaboration skills, with the ability to lead a team effectively.
• A proactive approach to addressing unexpected challenges and spikes in PCN volumes.
• Understanding of site rules, including max stay, grace periods, and other enforcement parameters.
• Proficient in setting up and onboarding sites onto enforcement platforms, defining rules and data parameters.
• Prior experience in liaising with Customer Service teams to address high volumes of support tickets related to enforcement.

What we offer

• Competitive salary
• Growth path to COO
• Flat hierarchies and compelling team
• Hybrid working (3 days from the office in Croydon)
• A chance at greatly improving the current state of an industry that affects us all
• Location

This position will be based in Croydon.

If you are interested, please message Benoît Kuhn directly via LinkedIn or at ben@bergsearch.com.