Parking Enforcement Officer

4 weeks ago

Newham, United Kingdom Hatched Recruitment Group Full time

Job Summary

We are seeking a highly skilled and experienced Correspondence Specialist to join our team at Hatched Recruitment Group. As a Correspondence Specialist, you will be responsible for providing effective and efficient customer support and service to members of the public.

Key Responsibilities:

  1. Customer Support: Provide high-quality customer care service to members of the public, responding to written enquiries, representations, appeals or statutory declarations received from members of the public in relation to Penalty Charge Notices.
  2. Objection Handling: Consider objections to parking and moving traffic enforcement action in accordance with relevant legislation, regulations, traffic orders, the ALG Code of Practice and Newham's policies on parking.
  3. Interface Management: Interface directly with external and internal customers to manage delivery priorities, issues and challenges.
  4. Statistics and Reporting: Assist with the compilation of statistics ensuring that they are available for management as and when required.
  5. Process Improvement: Promote and adopt new ways of working according to need to ensure consistently high quality, cost-effective and timely service delivery, being adaptable in response to unplanned priorities.
  6. Training and Development: Undertake training as may be required, to ensure that current parking policies are understood and legislative or policy changes are anticipated.
  7. Communication: Provide customers with accurate information on parking policies, explaining decisions made and the impact of any legislation, regulations or traffic orders in a clear and simple manner, ensuring that all correspondence is compiled in accordance with best practice and in an empathetic Plain English style.
  8. Appeals and Hearings: Prepare case summaries and evidence for appeal hearings and attend personal appeals sessions at the Environment and Traffic Appeals Service, or at local or County Courts to represent the council and present the council's case as may be directed by line management.
  9. Legal Liaison: Liaise with legal services, to determine case law and precedent as may be applicable to each appeal or statutory declaration filed, and to attend court and provide evidence when required.
  10. Complex Enquiries: Deal with complex or difficult telephone or face-to-face enquiries on all aspects of Parking Control and to comply with Council's Telephone Code of Practice.
  11. Authorization and Refunds: Authorize the cancellation of penalty charge notices and initiate refunds of payments on penalty charge notices and clamp and removal cases in appropriate circumstances, in accordance with the relevant legislation, traffic orders, regulations and the formal cancellation policy document, and in accordance with the stipulated timescales.

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