Wooburn Green
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 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 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 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 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.