Correspondence and Appeals Officer

1 week ago

London Borough of Newham, United Kingdom CRA GROUP LIMITED Full time
Job Summary

We are seeking a highly skilled and experienced Correspondence and Appeals Officer to join our team at CRA GROUP LIMITED. As a key member of our Parking Service, you will be responsible for providing effective and efficient customer support and service to members of the public.

Key Responsibilities
  • Provide high-quality customer care service to members of the public, responding to written enquiries, representations, appeals, or statutory declarations.
  • Consider objections to parking and moving traffic enforcement action, using judgment to make decisions on continued enforcement and assessing mitigating factors.
  • Control and respond to correspondence in a timely manner, ensuring council and legislative deadlines are met.
  • Understand and implement relevant parking legislation and Council policy, maintaining a working knowledge of these.
  • Assist with local IT applications, such as Excel, Word, and parking-specific systems.
  • Interface directly with external and internal customers to manage delivery priorities, issues, and challenges.
  • Compile statistics and provide management with necessary information.
  • Adapt to new ways of working to ensure consistently high-quality, cost-effective, and timely service delivery.
  • Undertake training to ensure current parking policies are understood and legislative or policy changes are anticipated.
  • Provide customers with accurate information on parking policies, explaining decisions made and the impact of legislation, regulations, or traffic orders.
  • Prepare case summaries and evidence for appeal hearings and attend personal appeals sessions.
  • Liaise with legal services to determine case law and precedent, and attend court to provide evidence when required.
  • Deal with complex or difficult telephone or face-to-face enquiries on all aspects of Parking Control.
  • Authorise the cancellation of penalty charge notices and initiate refunds in appropriate circumstances.
  • Ensure all faults, difficulties, and failures in computer hardware are promptly reported and remedial action is progressed.
  • Identify potential areas of abuse in respect of parking matters and ensure preventative systems are in place.
  • Provide the highest level of customer care, ensuring enquiries/representations from the public are dealt with helpfully, courteously, and efficiently.
  • Ensure cases requiring site visits are dealt with in a timely fashion and personal site checks are carried out where appropriate.
  • Carry out training and mentoring of new or agency staff, including work allocation and quality checking.
  • Undertake project work, such as reconciling invoices, providing a dedicated point of contact, uploading batches of work, dealing with permit refunds, and liaising with service providers.
  • Use and assist others in the use of information technology systems to carry out duties in the most efficient and effective manner.
  • Achieve agreed service outcomes and outputs, and personal appraisal targets, as agreed by the line manager.
Additional Information

This role involves hybrid working with 1 to 2 days per week in the offices. A driving license is preferred but not essential. The post is subject to a standard/enhanced DBS check. The post holder will be required to work some evenings, weekends, and occasional public holidays to meet service requirements and ensure appropriate representation of the Council with residents, the Mayor, and elected members, and external bodies.

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