Parking Appeals and Representations Officer

2 weeks ago

London, Greater London, United Kingdom 5 Star Recruitment Full time

Parking Appeals and Representations Officer

The successful candidate will be responsible for delivering a timely and effective service for the Parking and Network Management team and the wider council. They 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.

Key Responsibilities

  1. 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.
  2. 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.
  3. 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.
  4. 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.
  5. 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.
  6. To accelerate and identify any themes and trends arising from representations, complaints, and concerns to their line manager, reporting and sharing case issues.
  7. To manage and prioritise their own workload in response to changing demands from management.
  8. 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.
  9. 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.
  10. To authorise the cancellation of and initiate refunds as a result of PCNs being cancelled, permit or suspensions ending before their expiry when required in accordance with the parking services policies.
  11. To assist in the mentoring of new staff, providing guidance and training on local parking policies, procedures, and legislation, providing advice and guidance on complex parking and traffic cases, liaising with other internal or external bodies to resolve queries.
  12. To carry out other duties and tasks which may from time to time be required to meet the needs of the service and to deputise for the Appeals and Representations Manager in their absence.

Job Context

The council has a statutory duty to undertake parking and traffic enforcement, and this role deals with the outcomes of managing the limited kerb space on the highway.

The successful candidate will contribute to the delivery of the Council's streets for people strategy, Climate change, and Air quality strategies.

Delivering effective and cost-efficient services to the residents and motorists of Southwark.

Delivering high standards of customer service to the residents of Southwark.

Formally reports to: Appeals and representations manager

Number of staff managed: 0

Financial Responsibilities: Delivers the statutory appeals and representations process in relation to the consideration of 72,500 appeals per annum with an average individual value of £65, in addition to delivering the parking permits and suspension service which delivers an income of £10 million per annum to the council.

Contacts: Contractors, consultants, and departmental partners.

Grade/Conditions of Service: Evaluated as Hay 8

Contractual hours: 36 hours, Monday to Friday.

Special Conditions of Service: Must demonstrate an understanding of the issues relating to equal opportunities in service delivery and provision within the Environment Neighbourhoods & Growth, and to actively promote ways of eradicating racism, sexism, and other forms of negative discrimination through the Council's policies and procedures.

To comply with the Council's Health & Safety Policy.

Salary Expectations: Regular Pay: £19.11/Hour, Saturdays: £28.67/Hour, Sundays: £38.22/Hour, Bank Holidays: £38.22/Hour, Nights: £25.42/Hour, Standard Overtime: £28.67/Hour, Sunday Overtime: £38.22/Hour

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