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Transcript

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Your Career Journey with Capita TfL

Enforcement Operations

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Your Career Journey with Capita TfL

Business Operations

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Welcome to your TfL Journey

The CVVC team process contravention checks and manual assurance of images for CC/ULEZ/LEZ and DVS. This triggers the issuing of a Penalty Charge Notice (PCN) to customers who have driven without the appropriate daily charge.

CVVC

When a representation is rejected an appeal form is also sent. The customer has the right to make an appeal which is independently considered by the London Tribunals. A customer can then and only when an unpaid PCN reaches the warrant stage and an Order for Recovery has been sent out, submit a Statutory Declaration based on 3 grounds. This must be signed in the presence of a solicitor or commissioner for oaths.

Appeals and Stat Decs

The admin team record receipt representations ensuring they are allocated to the correct team and workflow queue for other teams to work. They also process returned mail, suspect vehicles & suspect addresses.

Admin Team

A representation is where a customer challenges the liability of a Penalty Charge Notice (PCN) by making a representation provided the reason why they believe they are not liable for the PCN that has been issued. Reps agents will give an outcome based on evidence and business guides before sending out correspondence.

Representations

The Enquires and Escalations team handle customer enquires and complaints from the call centre, website, email and webchat functions. Enquiries can be about any part of the Enforcement Process.

Enquiries & Escalations Team

Welcome to your TfL Journey

The Enquiries team are responsible for any customer enquiries & complaints from the call centre, website, email, and webchat functions. Enquiries can be about Discounts, CCAP, account amendments, general enquiries, registrations & refunds.

Enquiries

The Discounts team are responsible for processing customer applications for discounts relating to the Congestion Charge scheme.

Discounts

The Quality team are responsible for quality monitoring and providing feedback for work across all schemes that have been processed for accuracy and contract compliance inline with business rules.

Quality

The Quality team are responsible for quality monitoring and providing feedback for work across all schemes that have been processed for accuracy and contract compliance inline with business rules.

Quality

The DVS team deals with customers who are required to have a safety permit before entering and operation in most of Greater London.

Direct Vision Standards (DVS) Team

The FLEZ team process applications and manage accounts for companies registered for fleet Auto Pay services (6+ vehicles).LEZ enquiries cover vehicle compliance registration/daily charges and any other types of requests received from UK and NON-UK customers who travel into the zone.

Fleet & Low Emission Zone (LEZ) Team

The Scrappage team are responsible for processing grants given by the government to small businesses, charities and London residents with cars, motorcycles and wheelchair accessible vehicles that do not meet the ULEZ emissions standards.

Scrappage

Career Progression is not always an upwards path.Just like a rope swing, you can go up, down, forwards, backward, and sideways – whatever direction you choose to find your professional purpose.With all of our roles, there is potential to move into a Lead CSR role, sharing your knowledge with other colleagues and assisting the managers with their duties, however we also offer many opportunities to upskill into another department or role to suit your skills and further increase your knowledge.

Career Progression is not always an upwards path.Just like a rope swing, you can go up, down, forwards, backward, and sideways – whatever direction you choose to find your professional purpose.With all of our roles, there is potential to move into a Lead CSR role, sharing your knowledge with other colleagues and assisting the managers with their duties, however we also offer many opportunities to upskill into another department or role to suit your skills and further increase your knowledge.