Appeals Officer

5 months ago

London, United Kingdom BRACKENBERRY INTERIMS Full time

**Purpose of the Job**:
As a vital member of the Parking Appeals and Representations team, the Parking Appeals and Representations Officer will deliver a timely and effective service for the Parking and Network Management team and the wider council. The role involves investigating and responding to parking-related correspondence, managing appeals, attending external Adjudication Hearings, and ensuring compliance with statutory processes and timelines. The position plays a key role in supporting the council's plans related to Climate Change, Air Quality, and Streets for People.

**Principal Accountabilities**:
**Investigation and Response**:Investigate and respond to all parking-related correspondence, including formal and informal representations and appeals resulting from Penalty Charge Notices (PCNs).
Present evidence at external Adjudication Hearings and liaise with trained solicitors or barristers who serve as adjudicators.

**Customer Service**:Answer phone calls in the parking customer service center, addressing inquiries related to parking permits, parking control suspensions, and Paybyphone services.
Resolve residents' and visitors' requests and issues in a timely and clear manner.

**Monitoring and Reporting**:Identify themes and trends from representations, complaints, and concerns, reporting and sharing case issues with the line manager.
Manage and prioritize workload in response to changing demands from management.

**Quality and Compliance**:Ensure daily quality and quantity performance standards are met or exceeded.
Ensure correspondence conforms to relevant quality, policy, and legislative standards.

**Enforcement Practices**:Ensure that enforcement practices and required infrastructure comply with agreed procedures and standards.
Report non-compliance issues to the appropriate teams.

**Refunds and Cancellations**:Authorize the cancellation of and initiate refunds for PCNs that are cancelled or permits/suspensions ending before expiry, in accordance with parking services policies.

**Mentoring and Training**:Assist in mentoring new staff, providing guidance and training on local parking policies, procedures, and legislation.
Provide advice and guidance on complex parking and traffic cases, liaising with internal and external bodies to resolve queries.

**Deputize and Additional Duties**:Deputize for the Appeals and Representations Manager in their absence.
Undertake other duties and tasks as required to meet the needs of the service.

**Additional Information**:

- The position may require attendance at external Adjudication Hearings.
- Compliance with the councils commitment to customer service excellence, customer care standards, and core values is essential.
- Duties must be carried out with due regard and compliance with the Data Protection Act and other legislation.
- Adherence to the Councils Health and Safety Policy and relevant Health and Safety legislation is mandatory.
- Responsibilities should align with the Council's Dignity for All Policy (Equal Opportunities Policy).

**Person Specification**:
**Essential Criteria**:
Knowledge of the civil parking and traffic enforcement legislation, parking adjudication processes and guidance.

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

Experience demonstrating a proven ability to work with contractors and officers in a penalty charge notice enforcement environment to deliver excellent customer service.

Ability to effectively prioritise and meet deadlines when faced with conflicting priorities with creativity, tenacity and enthusiasm.

Ability to work independently to meet agreed work plans, deadlines and required performance targets.

Excellent customer service skills and confidence with both written and verbal communication delivering high quality customer outcomes.

**Please note**:

- You should be available to work immediately or at a short notice.
- You should have right to work in U.K

**Disclaimer**: Brackenberry Ltd is acting as an Employment Business in relation to this vacancy. We are committed to equality in the workplace and is an equal opportunity employer. Unless otherwise stated all of our roles are temporary, though opening assignments can be and often are, extended by clients on a longer term basis and can sometimes become permanent.

**Job Types**: Full-time, Fixed term contract
Contract length: 3 months

**Salary**: £17.00 per hour

Expected hours: 35 per week

**Benefits**:

- Company events
- Company pension
- Flexitime
- On-site parking
- Work from home

Schedule:

- Day shift
- Flexitime
- Monday to Friday

Ability to commute/relocate:

- London: reliably commute or plan to relocate before starting work (required)

**Education**:

- A-Level or equivalent (preferred)

**Experience**:

- Formal Representations against PCN: 1 year (required)
- TMA 2004: 1 year (required)
- RTA 1991: 1 year (required)
- Local Authority/Public Sector: 1 year (preferred

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