Posted: 15h ago
The role
Job Title: Appeals & Representations Officer (Parking Services)
Contract Duration: 3-Month Fixed-Term Contract
Location: Southwark, London
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Summary
Southwark Council’s Parking Services & Network Management team is seeking experienced Appeals and Representations Officers for a 3-month contract. This role is crucial in investigating and responding to both formal and informal appeals, representations, and complaints related to Penalty Charge Notices (PCNs), parking permits, and suspensions. The successful candidate will leverage their expertise in parking and traffic legislation to evaluate evidence and make fair, balanced, and legally compliant decisions. This position plays a vital role in ensuring proper enforcement, maintaining public trust, and supporting effective parking management across the borough.
Responsibilities
- Appeals & Case Management
- Investigate and respond to formal and informal representations related to PCNs, permits, and parking suspensions.
- Assess evidence to make fair, objective, and legally sound decisions in line with statutory guidance.
- Manage a high-volume caseload, ensuring all responses meet KPIs and council deadlines.
- Adjudication & Evidence Preparation
- Prepare case files and supporting evidence for adjudication hearings.
- Represent the council or present evidence at hearings with the Environment and Traffic Adjudicators (London Tribunals).
- Customer Service & Communication
- Handle customer enquiries via phone, email, and written correspondence professionally.
- Respond to complaints effectively, maintaining a customer-focused approach.
- Clearly explain complex parking regulations and decisions to customers and stakeholders.
- Permits & Parking Operations
- Process and review parking permit and suspension applications within required timescales.
- Authorise cancellations and refunds in accordance with council policy.
- Ensure accuracy and compliance in all permit-related processes.
- Performance & Continuous Improvement
- Identify trends in appeals and complaints and provide feedback to management.
- Highlight any enforcement or compliance issues within the service.
- Support continuous improvement in service delivery and processes.
- Compliance & Legislation
- Ensure all work is carried out in accordance with parking legislation, statutory guidance, and council policies.
- Provide guidance on complex or escalated cases.
Requirements
Requirements:
- Experience Required
- Proven experience in parking enforcement, appeals, and representations.
- Experience handling formal and informal PCN challenges and complaints.
- Experience preparing cases and presenting evidence for adjudication (desirable but advantageous).
- Experience working in a high-volume, target-driven environment.
- Experience delivering customer service in a specialist regulatory setting.
- Qualifications & Skills
- Knowledge
- Strong understanding of parking and traffic legislation, regulations, and statutory processes.
- Knowledge of PCN processes, enforcement, permits, and suspensions.
- Skills
- Excellent written communication skills with high attention to detail.
- Strong analytical skills with the ability to assess evidence and make balanced decisions.
- Ability to manage competing priorities and meet tight deadlines.
- Confident communicator with the ability to handle challenging situations professionally.
- Customer-focused approach with strong problem-solving skills.
- Ability to explain complex legislation clearly and concisely.
- Systems (Desirable)
- Experience using parking systems such as Taranto, Response Master, or Polaris.
- Key Competencies
- Fair and objective decision-making
- Strong attention to detail and accuracy
- Resilience and ability to work under pressure
- Effective communication and stakeholder engagement
- Organised and deadline-driven
- Professional integrity and accountability
Additional Requirements
- We pay on a bi-weekly basis
- Working hours per week: 36
