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Representations & Appeals Officer

4 months ago

London, United Kingdom Adecco Full time

**Representations & Appeals Officer**

Working pattern: 1 day in office 4 days remote

Location: Tower Hamlets

Hours: 35 hours per week

Pay Rate: £15.12 PAYE/ £19.40 Umbrella per hour

**Purpose of the job**
- To provide customer facing parking services to the public in respect of the processing of penalty charges and Civil Penalty Notices, including dealing with all enquiries in respect of the issue and processing of such Notices received by the Council in writingto include informal and formal representations together with appeals to the Parking Adjudication Service.
- To investigate and reply to all correspondence, representations and appeals arising from penalty charges, Civil Penalty Notices and vehicle removals (and wheel clamping). To ensure that all investigations and responses comply with legislative requirements,best practice, Council regulations, internal procedures and service standards

**Main duties and responsibilities**

- To respond to all informal and formal representations received in relation to Penalty Charges and Civil Penalty Notices issued by the Council and within the time constraints laid down by Council policy and legislation.
- To respond to all Appeals received from the Parking and Traffic Appeals Service in relation to, either, representations rejected by the Council, or, Orders from the County Court where the case has been referred to the Adjudication Service.
- To promote customer care and the good external perception of the Council. Ensure that all customers are dealt with sensitively, efficiently and effectively and appropriate provision is made for customers with special needs who might require assistance.Encourage suggestions and comments and deal with complaints.
- To contribute to the overall development of Parking Services within the Borough.
**Job Activities**:
- To Prepare and dispatch standard letters in response to correspondence and/or representations.
- To investigate standard and non-standard correspondence and representations, decide a course of action and prepare suitable replies, ensuring that non-standard replies are prepared on an individual basis to address the points raised.
- To appraise correspondence and representations and make decisions regarding the cancellation of Penalty Charges and Civil Penalty Notices and the re-offering of the discount within the guidelines set. Ensure all such decisions are recorded and auditable,in line with procedures.
- To assist in investigating and replying to queries and complaints from members of the public and other departments in respect of parking matters, by telephone, letter, electronically or in person. Ensure that the best customer care practices are adoptedat all times and deal with difficult customers in a tactful and diplomatic manner.
- To determine and initiate investigations in respect of parking matters as required, including liaison with DVLA, police and enforcement team.
- To be responsible for ensuring that the computer system is correctly updated in all areas of work under the post-holders control; that all paperwork under the post-holder's control is dealt with within set time limits and in accordance with procedures.
- To carry out site visits when required for investigating the more contentious Penalty Charges and Civil Penalty Notices correspondence, representations and appeals received.
You will need great customer service skills, previous experience with dealing in complaints and confidence.

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.