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Correspondence and Appeals Officer
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Correspondence and Appeals Officer
1 month ago
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Correspondence and Appeals Officer
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Correspondence and Appeals Officer
1 month ago
London, Greater London, United Kingdom London Borough of Newham Full timeAbout the RoleWe are seeking a highly skilled Correspondence and Appeals Officer to join our team at the London Borough of Newham. As a key member of our Parking Service, you will be responsible for ensuring that Penalty Charge Notice (PCN) enquiries and representations are responded to within statutory timeframes and in accordance with legislation,...
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Correspondence and Appeals Officer
1 week ago
London, Greater London, United Kingdom London Borough of Newham Full timeAbout the RoleWe are seeking a highly skilled Correspondence and Appeals Officer to join our team at the London Borough of Newham. As a key member of our Parking Service, you will be responsible for ensuring that Penalty Charge Notice enquiries and representations are responded to within statutory time-frames and in accordance with legislation, policies, and...
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Correspondence and Appeals Officer
1 week ago
London, Greater London, United Kingdom London Borough of Newham Full timeAbout the RoleWe are seeking a highly skilled Correspondence and Appeals Officer to join our team at the London Borough of Newham. As a key member of our Parking Service, you will be responsible for ensuring Penalty Charge Notice enquiries and representations are responded to within statutory time-frames and in accordance with legislation, policies, and...
Correspondence and Appeals Officer
2 months ago
3 monthscontract with an East London based LocalAuthority
JobSummary:
To provideeffective and efficient customer support and service within theParking Service with specific reference to the consideration of andresponse to written enquiries representations appeals or statutorydeclarations received from members of the public in relation toPenalty ChargeNotices.
KeyDuties/Accountabilities:
To provideeffective efficient and highquality customer care service tomembers of thepublic.
To considerobjections to parking and moving traffic enforcement action inaccordance with the relevant legislation regulations traffic ordersthe ALG Code of Practice and Newham s policies on parking.Consideration of such objections shall require using judgement tomake decision on continued enforcement including assessment of anymitigatingfactors.
To control andrespond to correspondence in a timely manner ensuring that bothcouncil and legislative deadlines aremet.
To understandand implement the various sections of all relevant parkinglegislation and Council policy and to maintain a working knowledgeof these.
To assist withlocal IT applications such as Excel Word and parkingspecificsystems.
Interfacedirectly with external and internal customers to manage deliverypriorities issues andchallenges.
To assist withthe compilation of statistics ensuring that they are available formanagement as and whenrequired.
Promote andadopt new ways of working according to need to ensure consistentlyhigh quality cost effective and timely service delivery beingadaptable in response to unplannedpriorities.
To undertaketraining as may be required to ensure that current parking policiesare understood and legislative or policy changes areanticipated.
To providecustomers with accurate information on parking policies explainingdecisions made and the impact of any legislation regulations ortraffic orders in a clear and simple manner ensuring that allcorrespondence is compiled in accordance with best practice and inan empathetic Plain English style where the correspondent is madeto feel their concerns or complaints have been properlyconsidered.
To prepare casesummaries and evidence for appeal hearings and to attend personalappeals sessions at the Environment and Traffic Appeals Service orat local or County Courts to represent the council and present thecouncil s case as may be directed by linemanagement.
To liaise withlegal services to determine case law and precedent as may beapplicable to each appeal or statutory declaration filed and toattend court and provide evidence whenrequired.
To deal withcomplex or difficult telephone or face to face enquiries on allaspects of Parking Control and to comply with Councils TelephoneCode ofPractice.
To authorisethe cancellation of penalty charge notices and to initiate refundsof payments on penalty charge notices and clamp and removal casesin appropriate circumstances in accordance with the relevantlegislation traffic orders regulations and the formal cancellationpolicy document and in accordance with the stipulatedtimescales.
To ensure thatall faults difficulties and failures in computer hardware arepromptly reported to appropriate support service and that remedialaction isprogressed.
To identifypotential areas of abuses in respect of parking matters and toensure that preventative systems are in place to prevent losses tothe Council including liaison with other authorities and theMetropolitanPolice.
To provide thehighest level of customer care ensuring that enquiries /representations from the public are dealt with helpfullycourteously andefficiently.
To ensure thatcases that require site visits are dealt with in a timely fashionand that personal site checks are carried out whereappropriate.
To carry outtraining and mentoring of new or agency staff including workallocation and quality checking as may benecessary.
To undertakeproject work such as reconciling invoices sent by service providersproviding a dedicated point of contact for customers uploadingbatches of work to the parking system for allocation dealing withand deciding on applications for permit refunds and liaising withservice providers to deal withexceptions.
To use andassist others in the use of information technology systems to carryout duties in the most efficient and effectivemanner.
To achieveagreed service outcomes and outputs and personal appraisal targetsas agreed by the linemanager.
Additionalinformation tonote:
Hybrid workingwith 1 to 2 days per week in theoffices.
Driving Licensepreferred but notessential.
This post issubject to a standard/enhanced DBScheck.
The post holderwill be required to work some evenings weekends and occasionalpublic holidays in order to meet service requirements and in orderto ensure appropriate representation of the Council with residentsthe Mayor and elected members and externalbodies.
The closing date forthis position is Friday13/09/2024.
