Communication Administrator

 

Verra Mobility is a global leader in smart mobility. Verra Mobility Commercial Services creates smart roadways, serving the world's largest commercial fleets and rental car companies to manage tolling transactions and violations. Arizona-based Verra Mobility Corp. currently operates in 15 countries and in 22 languages.

We believe there is significant opportunity to further expand into Europe. We have established our European headquarters in Amsterdam, from which we have launched our tolling and violation management solution business in Europe in 2019. We further have offices in London, Paris, Madrid, and Budapest, with a workforce of close to 100 people.

Our European tolling business has established relationships with tolling authorities throughout Spain, Portugal, France, Italy and Ireland, through which we offer interoperable electronic tolling directly to consumers, through white-label partnerships and to RAC customers, depending on location.

Additionally, our European violations business specializes in the identification, notification, and collection of unpaid traffic, parking and public transport related fees, charges, and penalties issued to foreign registered vehicles or persons on behalf of issuing authorities in more than 17 European countries. We provide our services in more than 20 languages and more than 10 currencies and to leverage existing connections with approximately 30 vehicle licensing authorities and over 600 toll and ticket-issuing authorities for whom we bill violators in more than 135 countries.

Position Overview

The Communication Administrator is a key member of the Euro Parking Collection (EPC) Customer Care Department, providing critical support across all customer and client communication channels.

This role ensures the efficient handling of complex, multi-language correspondence in a highly regulated environment, supporting more than 450 issuing authorities across 15 European countries and complying with over 350 distinct business rules.

This role plays a pivotal role in coordinating and managing all forms of internal and external communication across the organisation. This includes the effective handling of incoming and outgoing correspondence, translation services, and managing enquiries received via phone, email, post, and fax. The role is responsible for delivering timely, accurate, and compliant responses aligned with client group business rules, requirements, and applicable regulatory standards.

Fluency in multiple languages is essential, along with a high level of attention to detail and the ability to confidently navigate multiple systems and business areas that offers various products. A thorough understanding of and adherence to General Data Protection Regulation (GDPR) requirements is fundamental to the role.

The Communication Administrator will also contribute to cross-functional initiatives, support the development and maintain of Standard Operating Procedures (SOPs), and ensure the consistency and compliance of all client communications. This position demands a proactive approach, excellent organisational skills, and a collaborative mind-set to uphold communication standards across the organisation

Ideal for candidates with 1–3 years of relevant experience in customer service, technical help desk roles, or administrative functions, this position offers the opportunity to develop expertise in multi-system navigation, regulatory compliance, GDPR management, and client engagement in a dynamic, international environment.

Essential Responsibilities

· Efficiently manage all incoming and outgoing written correspondence, ensuring accuracy, compliance with business rules, and adherence to service level agreement (SLA) deadlines.

· Handle representations in multiple languages, tailored to the specific requirements of individual clients.

· EPC currently is working with 450 issuing organisations following their individual business rules in 22 languages across 15 European countries. Administrator is required to understand, follow and apply up to 350 distinct business rules per client group when handling representations.

· Maintain and manage individual email inboxes, ensuring timely action is taken on all communications.

· Promptly escalate high-priority or sensitive matters to appropriate internal or external stakeholders.

· Act as a representative of issuing authorities in formal processes, including challenges raised with independent adjudicators, by preparing and submitting accurate evidence packs in a timely manner.

· Manage inbound and outbound calls in designated language(s), providing clear, professional communication aligned with business rules.

· Draft and issue client-facing responses in native languages where applicable, maintaining cultural appropriateness and consistent tone.

· Record accurate and detailed case notes following calls and other key contravener interactions, ensuring case histories are up to date.

· Share relevant client updates with the Customer Care Manager, other key stakeholders and other team members; maintain accurate and up-to-date client records in internal systems (e.g., Vendor Cards).

· Translate, edit, and proofread documents as required, ensuring linguistic accuracy and timely delivery.

· Contribute to internal communication initiatives, including the development of FAQs, standard operating procedures (SOPs), public website content, response templates, and communication audits.

· Collaborate with senior team members and provide feedback on opportunities for improving communication processes and internal systems.

· Support the onboarding and development of new team members through the preparation of training materials, delivery of training sessions, and provision of coaching and feedback.

· Contribute to various language- and system-based projects, including Enterprise (EHI), Pagatelia, Debt Collection, Hungary Domestic, and pilot schemes such as Violations – Europcar Denmark.

· Ensure all communication-related tasks—routine and project-based—are completed within established deadlines and in line with organizational quality standards.

Qualifications

Education & Experience

· Minimum High School Diploma (GCSEs or A-levels) or equivalent required.

· 1–3 years of relevant work experience.

· Familiarity with CRM systems useful.

Languages

· Excellent verbal and written communication skills in English with the ability to convey complex information clearly and professionally.

· Proficiency in additional European languages—such as French, German, Dutch, Spanish, Italian or Nordic languages—are highly desirable.

Skills & Competencies

· Proven ability to interpret and apply complex legislation and varied client-specific business rules across multiple issuing authorities while handling representations.

· Strong organizational and time management skills, with the ability to prioritize effectively and meet multiple competing deadlines.

· Confident in working across a variety of internal & external systems, often switching between platforms daily to meet differing businesses entity requirements (e.g. Navision, Admin Panel, CSR, Azure, client-facing portals, and document management systems).

· Proficient in Microsoft Office applications, particularly Word, Outlook, Excel, and Adobe Acrobat, with the ability to use these tools in a professional and efficient manner.

· Exceptional attention to detail and a high degree of accuracy, especially in handling legal documentation or data-sensitive communications.

· Excellent interpersonal and communication skills, with a collaborative team-oriented approach.

· Self-driven and capable of working independently while managing individual responsibilities to a high standard.

· Open to continuous improvement, with a proactive attitude toward contributing to process enhancements and participating in cross-functional feedback.

Behavioral Criteria

· Professional Communication & Stakeholder Service: Demonstrates clear, professional and timely communication with internal stakeholders and external vendors to ensure accurate and service-focused delivery.

· Learning Agility & Technical Development: Demonstrates the ability and willingness to acquire and apply new systems knowledge, digital tools and automation technologies (including AI-supported processes) relevant to the role.

· Accuracy & Accountability: Maintains high levels of attention to detail in high-volume communication workflows and takes responsibility for quality and error resolution.

· Adaptability & Operational Flexibility: Responds effectively to changing priorities, workload fluctuations and evolving regulatory or client requirements to maintain service continuity.

· Team Collaboration & Contribution: Works constructively within the team environment, supporting shared objectives and contributing to efficient operational delivery.

· Continuous Improvement Orientation: Identifies and supports process enhancements to improve efficiency, accuracy and automation within communication and vendor workflows.