Car Park & Taxi Enforcement Manager

Who are we?

South Western Railway (SWR) operates over 1,500 services each weekday across the network and employs more than 5,000 people. We provide easy and convenient mobility, connecting people and communities in South West London, southern counties of England, and the Isle of Wight.

Join our team and help us continue to bring people together to get the most out of life.

About the job

The car park and taxi enforcement manager is responsible for maximising the compliance rate of payments at South Western Railway managed car parks and taxi ranks, ensuring all vehicles using our facilities have made appropriate payment or have other authority to park.  

Working closely with the car park enforcement supplier, including seeking buy in from the account manager and patrollers, the role holder will identify areas for improvement in both short- and long-term enforcement through effective use of all available resources.

Spending 1-2 days per week visiting stations across the South Western Railway network, the enforcement manager will identify appropriate days and times to visit locations to support enforcement and identify areas for improvement in activity or processes, which will include some travel outside normal office hours.

Through using data from payments, ANPR systems and the car park patrollers, the enforcement manager will develop targeted action plans that ensure available resources are focused in areas which will benefit most from changes to regular patrols or other processes.

The role holder will build and maintain a strong relationship with station teams to support understanding of the challenges encountered.  By maximising enforcement the manager will be ensuring all customers, staff and contractors are treated fairly, and the car park and taxi spaces are made available for customers making journeys on our trains.

The postholder will work closely with the Ancillary Revenue team, keeping key stakeholders informed of plans, developments and results of actions taken.  Regular reviews will include supporting development of business cases which improve enforcement rates through appropriate investments.

Your main responsibilities will be:

• Monitor payment compliance rates at all SWR station car parks and taxi ranks using a range of data, staff and supplier feedback.
• Create and implement an appropriate plan to regularly visit all SWR station car parks and taxi ranks on a regular basis, spending a minimum of 30% of working time visiting locations, using South Western Railway train services wherever possible.
• Issuing of Penalty Notices to vehicles who have not made payment or have other authority to use SWR car parks or taxi ranks.
• Work with the Senior Commercial Development Analyst to ensure appropriate data is available to make informed decisions with regard to prioritisation of locations to enhance patroller visits.
• Work with the Senior Commercial Development Analyst and car park enforcement supplier to review and propose changes to the regular patroller schedule every 3 months.
• Provide a periodic update summary to the be included in the wider Commercial Development team report on activities and changes to enforcement rates, including any significant concerns or changes to practices.
• Create and develop a strong working relationship with the car park enforcement supplier account manager, develop plans and processes to ensure appropriate responses to any enforcement issues identified can be addressed efficiently and effectively.
• Monitor compliance of the car park enforcement supplier to ensure contractual requirements of car park visits are maintained and any breaches are reported to the Senior Commercial Development Manager.
• Attend all regular meetings between the South Western Railway Ancillary management team and the enforcement supplier, to ensure regular feedback is provided and any concerns are monitored, to be attended in person at SWR Head Office.
• Create and maintain a log of all car park and taxi rank visits including recording any relevant observations and data points in regard to enforcement.
• Work with the car park enforcement supplier and cashless payment provider to ensure appropriate signage is installed and maintained at all locations in order to maximise payment compliance.
• Work with the enforcement supplier to identify repeat offenders or non-payment of Penalty Notices to support decision making around escalating action.
• Monitor and highlight any issues with the ANPR cameras or system to the Ancillary Revenue Manager to address with the ANPR supplier.
• Build relationships with station managers and other staff to ensure a positive visible relationship between station staff and the Ancillary Revenue team is maintained.
• Recommend and support the Senior Commercial Development Manager in producing positive business cases for expansion of ANPR cameras at additional locations.
• Recommend and support any changes to taxi rank locations, processes or charges.
• Regular nationwide travel as required to suppliers for ANPR and enforcement.
• Build and maintain relationships with relevant council hackney licensing authorities to support communication regarding station taxi ranks charges or changes.
• Works with enforcement supplier in decision making process for commencing litigation against non-compliant motorists.
• In co-ordination with the Senior Commercial Development Manager, work with the ANPR supplier to ensure development and regular updates of portal for staff, contractor and taxi parking are available and fit for purpose.

You'll need to be:

• Ability to build strong relationships with a range of internal and external stakeholders and suppliers.
• Basic knowledge of MS Excel, Word and PowerPoint.
• Excellent written and verbal communication skills.
• Adaptable, logical and detail oriented.
• Strong commercial acumen to support positive decision making around changes to enforcement plans and processes.
• Understanding of car park legislation and Railway byelaws relation to car park enforcement.
• Ability to learn complex bespoke systems in relation to car park compliance.
• Remains calm and professional at all times when dealing with customer complaints, seeks to deescalate customer conflict.
• Able to travel across SWR network 1-2 days per week, flexible to work at times which support achieving wider goals of the role.

Desirable

• Familiar with South Western Railway network stations and geography.
• Knowledge of car park ticket types, purchasing options offered to customers.
• Ability to interpret and simplify large amounts of data to support decision making.
• Understanding of SWR car park policies and procedures in relation to staff and contractors.
• Big picture thinker, considers wider implications to all areas of business and customers when making decisions or recommendations.

About the location

South Western Railways HQ is based on the 4th Floor at South Bank Central, a stone's throw from the River Thames and a 10 minute walk from our busiest station, Waterloo. It is local to many well-known attractions, restaurants and retail facilities and is easily accessible by public transport. 

Working pattern

Working an average of 37 hours per week over 5 days

Monday to Friday 9am-5pm

The Reward

In return we offer a competitive salary and a variety of valuable benefits, including:

• Free duty and leisure travel on SWR services for employees
• Free leisure travel for spouse/partner and dependants (criteria dependent)
• 75% discount on many other train operating companies
• Full training and support with development
• Excellent pension scheme

We all belong at SWR. Our vision is to provide an inclusive environment for all colleagues, ensuring all candidates have an equal opportunity to access meaningful employment.

We value our differences such as age, gender, LGBTQIA+, ethnicity, religion, and disability. We maintain a zero tolerance towards any form of prejudice towards our colleagues, customers, and future talent.

We celebrate and encourage diversity of thought, progressive ways of working and seeing all our colleagues grow and thrive.

If you require additional support to complete your application due to a disability or neurodivergent condition, for example, dyslexia, dyspraxia, or autism, please follow the links below.  We encourage you to share any additional needs you may require so we can provide a fair and equal process for all who apply.

https://exceptionalindividuals.com/neurodiversity/

https://www.healthassured.org/blog/neurodiversity/