We are looking for an experienced and motivated Representations and Appeals Supervisor to lead our busy Parking Services Representations and Appeals team.
In this key supervisory role, you will directly manage a team responsible for processing representations, appeals and related correspondence for Penalty Charge Notices (PCNs), ensuring decisions are compliant with legislation, guidance and Council policy. You will play a crucial role in delivering a customer‑focused service that puts residents first, while meeting statutory timescales and performance targets.
You will also support the Parking Business Processing Manager with service monitoring, performance management, quality assurance and workflow planning, and will deputise when required.
Key Responsibilities
1. Manage, motivate and develop a team of Representations and Appeals Officers
2. Ensure PCNs are enforced correctly and in line with legislation and statutory guidance
3. Oversee responses to representations, appeals and correspondence, including complex cases
4. Review and manage London Tribunals appeals, submissions and decisions
5. Respond to FOIs, Subject Access Requests, Member Enquiries, complaints and service requests
6. Carry out high‑level investigations into PCN cases and recommend appropriate outcomes
7. Monitor quality, compliance and performance across the team
8. Establish and review cancellation, waiver and write‑off criteria for PCN debt
9. Provide expert advice to customers, colleagues and stakeholders on the appeals process
10. Work flexibly to respond to fluctuating workloads and operational demands
About You
You will be an experienced parking professional with strong technical knowledge of PCN processing and appeals, combined with the ability to lead and support others in a fast‑paced environment.
You will have:
11. Proven experience of processing PCNs, representations and appeals
12. Strong knowledge of relevant parking legislation and statutory processes
13. Experience using PCN case management systems
14. Excellent written communication skills and the ability to produce high‑quality correspondence
15. The ability to manage high volumes of work accurately and to tight deadlines
16. Confidence dealing with complex cases, customers and stakeholders
17. Strong ICT skills, including Microsoft Word, Excel and Office 365
18. A collaborative and proactive leadership style
Desirable experience includes:
19. Responding to FOIs, SARs and Member Enquiries
20. Supervisory or management experience
21. Experience working in a local authority parking service