Debt and Complaints Officer

3 weeks ago

Southwark, United Kingdom Southwark Council Full time

About Southwark:

We are the largest local authority social landlord in London, managing 55,000 homes lived in by 40% of Southwark's residents. We are home to over 18,300 businesses including iconic London venues and social enterprises and we have a young, diverse and growing population.

At Southwark we are committed to making our borough just and fair and are taking positive action to tackle inequalities.  Our residents and communities are our greatest asset and the passion we have for Southwark is shared by millions of Londoners who enjoy our outstanding cultural offer, use our hospitals and attend our universities. Our refreshed borough plan and focus on Southwark Stands Together, (which is our work with Southwark's communities and the council's staff to tackle racism, injustice and inequality) underpins all that we do

The Role:

Southwark Council is committed to creating a safer, cleaner, and more sustainable environment for all our residents. We are seeking two dedicated Debt and Complaints officers to join our dynamic team. This role is vital in supporting our Climate Change, Air Quality, and Streets for People initiatives and is based at our Tooley Street offices.

Key Responsibilities:

You will contribute to achieving excellent customer care, including providing exceptional customer service to our residents using your extensive knowledge of parking and traffic enforcement related legislation and debt recovery.

You will investigate and respond to all parking debt related correspondence, service complaints, Member enquiries and late stage appeals against PCNs to the Traffic Enforcement Centre, regarding parking debt and warrants.

You will ensure other parking debt related enquiries are dealt with, in line with the statutory process and timescales, civil procedural rules (CPR 75) and the council's communication procedures to deliver a high standard of customer service to the residents and visitors of Southwark.

You will monitor performance of Council appointed Enforcement Agents closely and to ensure internal KPIs and legislative requirements are met, including reconciling and examining parking income

You will manage the process of PCN pre-debt data cleansing and the process of debt registration and warrant registration at the Traffic Enforcement Centre. You will prepare for, liaise with and represent the council at county court. You will initiate recovery proceedings for all outstanding monies owed to the Council in line with CPR 75

About You:

We are looking for a proactive and knowledgeable individual with a strong background in parking and stakeholder management. The ideal candidate will have:

Knowledge of the civil parking and traffic enforcement legislation, parking adjudication processes and guidance.

Knowledge of the back office process for enforcement of parking and traffic penalties.

Proven experience in working in a customer service or administrative environment, having to compose formal correspondence.

Experience of analysing data to carry out investigations and to inform decisions using computer systems and databases.

Excellent communication skills both in writing and verbally.

Ability to diffuse difficult situations and resolve conflicts.

Recruitment timetable

Closing date: 02/09/2024

Interview date: TBC

Guaranteed Interview Scheme:

As part of our commitment to inclusion, we offer guaranteed interviews for specific groups of people. To qualify, you'll need to meet the minimum requirements for the role, and identify with one of the below criteria:

* Members of the Armed Forces and veterans
* Are currently in care, or have previously been in care
* If you consider yourself to be disabled or if you have a long-term health condition

SWCINT

We are an organisation who is passionate about our people and understands that richness of diversity is a requirement to provide the best possible services to our communities. This is demonstrated through our council-wide ambitious commitment to tackle racial inequality in our communities and workforce through our Southwark Stands Together programme . We particularly welcome applications from members of the Black, Asian and ethnic minority communities to increase representation at senior management level in the Council.

Additional details

Benefits and more information:

In your role, we want you to feel supported, challenged and rewarded. You will benefit from our family-friendly policies including flexible working, home working, and a local government pension scheme, plus many other staff benefits. You will join a motivated, driven and supportive team that strives for excellence and values its members. You will also be part of a successful and high-achieving development team that is making a real difference to the lives of residents in the borough. For more information about the wide variety of benefits you can take advantage of please visit our Staff Benefits page.

Salary: Negotiable

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