Parking Appeals and Representations Officer
4 weeks ago
Parking Appeals and Representations Officer Job Summary
The Parking Appeals and Representations Officer will be a key member of the Parking Appeals and Representations team, delivering a timely and effective service for the Parking and Network Management team and the wider council. The post holder will be expected to produce work to a consistently high standard and to use their experience, knowledge, and aptitude to weigh up the evidence in each case, whether it is a Penalty Charge Notice (PCN) parking permit or parking control suspension, and make balanced judgements.
Main Responsibilities
- To investigate and respond to all parking-related correspondence, including formal and informal representations and appeals received as a result of enforcement of PCNs issued to motorists.
- To ensure 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 services to the residents and visitors of Southwark.
- To attend external Adjudication Hearings and give evidence and prepare proofs of evidence as required, preparing and determining a plan for any complex cases highlighted in accordance with the legislation.
- To 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.
- To 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.
- To accelerate and identify any themes and trends arising from representations, complaints, and concerns to their line manager, reporting and sharing case issues.
- To manage and prioritise their own workload in response to changing demands from management.
- To ensure that daily quality and quantity performance standards are met or exceeded and that correspondence conforms to the relevant quality policy and legislative standards.
- To ensure that enforcement practices and required enforcement infrastructure comply with agreed procedures and standards and to take responsibility for reporting non-compliance issues to the appropriate teams.
Essential Experience and Qualifications
- 6 months (or more) experience in dealing with formal representations and/or informal appeals made against PCNs (issued within London) is essential.
- Experience with and full understanding of TMA 2004 & RTA 1991 is essential.
- Proven experience in working in a customer service or administrative environment, having to compose formal correspondence, is essential.
- Education to include Maths and English at GCSE level or equivalent and/or proven experience of parking enforcement and appeals legislation is essential.
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