Case Officer – Complaints & Enforcement
Location: Head Office / Hybrid (as required)
Contract: Full - Time, Permanent
Hours: Monday – Friday, 9am – 5:30pm
Reports to: Case Officer Team Leader
Salary: £25,0000+ Benefits + Career Development
Your VISTA Journey Starts Here
At Intelli-Park, every case tells a story. As a Case Officer, you'll be at the heart of our enforcement and complaints process — reviewing, investigating, and resolving parking cases with fairness, accuracy, and professionalism. You'll act as a key point of contact between motorists, internal teams, and external bodies, ensuring every case is handled in line with our values, legal obligations, and operational standards.
If you're a clear thinker, a strong communicator, and someone who takes pride in getting things right, this is the role for you.
How You'll Live Our VISTA Values
Visionary – Think Forward
You see beyond the individual case to the bigger picture.
- You identify trends in complaints and escalations that can inform process improvements.
- You anticipate potential risks in cases before they escalate to litigation.
- You contribute ideas that strengthen the consistency and fairness of case handling.
- You assist the Head of Business Operations in analysing the PCN, Debt Recovery and Litigation cycle and recommending system enhancements.
Intentional – Act with Purpose
You treat every case with care, precision, and impartiality.
- You investigate each complaint thoroughly, applying policy and evidence objectively.
- You make clear, well-reasoned decisions and document them accurately.
- You follow process because you understand it protects both the business and the motorist.
- You continually assess letter templates and implement changes when required to ensure communications remain accurate, professional, and effective.
Synergy – Be Brilliant, Together
You are a connector across teams and departments.
- You collaborate closely with Photo Verification, Litigation, and Customer Services teams.
- You share insight and feedback that helps colleagues handle cases more effectively.
- You escalate complex cases promptly, keeping the right people informed at every stage.
- You liaise with and assist service providers to facilitate county court proceedings.
⚡ Tenacity – Stay Switched On
You remain focused and resilient across a high-volume caseload.
- You manage competing priorities without letting standards slip.
- You identify high-risk concerns and cases and ensure these are appropriately prioritised.
- You chase outstanding information or evidence proactively, without prompting.
- You stay calm under pressure and maintain consistency across every decision you make.
- You assist in maximising revenue collection through our debt recovery strategies.
✅ Accountability – Own It
You take full ownership of your caseload and the outcomes it produces.
- You meet personal KPIs with consistency and transparency.
- You ensure all processes comply with current policies, guidance, and service standards governing your work.
- You own your decisions — and when things don't go to plan, you learn and adapt.
- You escalate anomalies, fraud indicators, or legal risks without hesitation.
What You'll Be Responsible For
- Processing queries received from debt recovery, auditing them to confirm a viable claim can be pursued.
- Reviewing complaints submitted by motorists, solicitors, and third parties
- Investigating case histories including photographic evidence, payment records, and correspondence
- Investigating allegations and making decisions in line with business standards regarding the conclusion or progression of said allegations
- Drafting clear, accurate, and professional case correspondence in line with legal requirements
- Dealing with inbound and outbound correspondence in a timely and professional manner
- Liaising with POPLA, IAS (Independent Appeals Service), and external debt recovery agents as required
- Maintaining accurate and up-to-date case records across internal systems
- Identifying and prioritising high-risk concerns and cases, escalating where appropriate
- Continually assessing letter templates and implementing changes when required
- Contributing to root cause analysis and quality assurance reviews
- Ensuring all processes comply with current policies, guidance, and service standards
- Supporting and undertaking ad hoc projects as required
Experience & Knowledge
- Experience of working within a fast-paced environment with a desire to exceed expectations
- A proven track record of working in a customer service or appeal/complaints environment
- Excellent written and verbal communication skills
- Competent in Microsoft Office applications, particularly Word, Excel, and Outlook
- Skilled at interpreting and responding clearly and effectively to requests received by phone or in writing
Skills & Attributes
- The ability to take ownership and accountability when making decisions
- The ability to deal professionally with all types of customers
- A positive attitude and resilience when faced with challenging or difficult situations
- A professional approach maintained at all times
- The ability to inspire and motivate colleagues
- A fair and consistent approach with all team members
- Personal integrity, honesty, and the ability to build positive relationships within the team
Why Intelli-Park?
We're driving the future of intelligent mobility — and that means building an enforcement process that's not just efficient, but fair. As a Case Officer, you'll play a central role in upholding the integrity of that process, ensuring every motorist receives a considered, well-evidenced, and professional response. You'll be working at the intersection of compliance, communication, and customer experience — and your work will matter every single day.