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Representations Officer
2 months ago
We are seeking a highly skilled and experienced Representations Officer to join our team at 5 Star Recruitment. As a key member of our Parking Appeals and Representations team, you will play a crucial role in delivering a timely and effective service to our clients and stakeholders.
Key Responsibilities- Investigate and Respond to Parking Related Correspondence
You will be responsible for investigating and responding to all parking-related correspondence, including formal and informal representations and appeals received as a result of enforcement of Penalty Charge Notices (PCNs) issued to motorists.
Ensure Parking Enquiries are Handled EfficientlyYou will ensure that other parking enquiries are dealt with in line with the statutory process and timescales, internal key performance indicators (KPIs), civil procedural rules (CPR 75), and the council's communication procedures to deliver a high standard of customer service to residents and visitors.
Attend Adjudication Hearings and Prepare EvidenceYou will attend external Adjudication Hearings and give evidence, preparing proofs of evidence as required, and determining a plan for any complex cases highlighted in accordance with the legislation.
Manage Parking Permit and Suspension ApplicationsYou will ensure that all incoming parking permit applications and parking control suspension applications are dealt with, including requests for further information, in line with the set time limits given by the appeals and representations managers.
Provide Excellent Customer ServiceYou will answer phone calls in the specialist parking customer service centre, dealing with incoming emails, parking permits, parking control suspensions, and Paybyphone services, resolving residents and visitors' requests and issues in a timely and clear manner.
Identify Trends and ThemesYou will accelerate and identify any themes and trends arising from representations, complaints, and concerns to your line manager, reporting and sharing case issues.
Manage Workload and PrioritiesYou will manage and prioritize your own workload in response to changing demands from management.
Meet Quality and Quantity Performance StandardsYou will ensure that daily quality and quantity performance standards are met or exceeded, and that correspondence conforms to the relevant quality, policy, and legislative standards.
Enforce Compliance and Authorize RefundsYou will ensure that enforcement practices and required enforcement infrastructure comply with agreed procedures and standards and take responsibility for reporting non-compliance issues to the appropriate teams.
Provide Guidance and TrainingYou will assist in the mentoring of new staff, providing guidance and training on local parking policies, procedures, and legislation, and providing advice and guidance on complex parking and traffic cases, liaising with other internal or external bodies to resolve queries.
About the TeamYou will be part of a dynamic and experienced team that delivers high-quality services to our clients and stakeholders. As a Representations Officer, you will have the opportunity to work on a wide range of parking-related cases and develop your skills and expertise in this area.
RequirementsTo be successful in this role, you will need to have:
- Excellent communication and customer service skills
- Strong analytical and problem-solving skills
- Ability to work in a fast-paced environment and prioritize tasks effectively
- Knowledge of parking laws and regulations
- Experience in a similar role or industry
We offer a competitive salary and benefits package, as well as opportunities for professional development and growth. If you are a motivated and experienced Representations Officer looking for a new challenge, please apply today.
