PCN Appeals​/Processing Officer – AR

Job Description – PCN Appeals / Notice Processing Officer

Department: Environmental & Regeneration Services

Organisation: London Borough of Merton

Grade: ME5 – ME8 (SC3–SC6)

Job Type: Administrative / Case Processing (Parking Enforcement)

To provide efficient and accurate administrative and technical support within the Notice Processing (Parking Enforcement) team, primarily dealing with Penalty Charge Notices (PCNs), including the processing of motorist representations (appeals), maintaining case records, and supporting departmental performance and reporting requirements.

• Receive, log, and process representations (appeals) relating to Penalty Charge Notices
• Review and update case files using internal systems and databases
• Provide clear, accurate information to members of the public regarding PCN procedures and outcomes
• Draft and issue standard and non-standard correspondence in relation to PCN decisions
• Ensure all responses are issued within statutory and departmental deadlines

• Maintain accurate manual and computerised records of all cases
• Input, update, and retrieve data using office systems and databases
• Compile and manage statistics relating to PCN performance and case outcomes
• Support the preparation of reports, correspondence, and documentation

• Respond to telephone, email, and written enquiries from the public and internal departments
• Explain parking enforcement procedures clearly and professionally
• Liaise with internal officers and teams to obtain supporting evidence or case information

• Use office IT systems including spreadsheets, databases, and case management tools
• Assist in improving administrative processes and workflow efficiency
• Support the implementation of customer service and performance standards

• Ensure compliance with council policies, including Customer Care, Equal Opportunities, and Health & Safety
• Undertake other administrative duties appropriate to the grade
• Support team objectives and contribute to service improvements

• Basic PCN processing and admin support
• Handling straightforward enquiries
• Data entry and record maintenance

• Drafting correspondence and reports
• Analysing case statistics
• Handling more complex queries independently

• Deputising for senior staff when required
• Taking meeting minutes and attending meetings
• Supporting system improvements and budget monitoring

• Supervising staff and managing workflows
• Overseeing administrative processes or systems
• Handling complex reporting and performance monitoring

• Understanding or ability to learn council parking enforcement procedures
• Strong IT skills (databases, spreadsheets, word processing systems)
• Ability to maintain accurate records and produce reports/statistics
• Excellent written communication for formal correspondence
• Ability to explain procedures clearly to the public
• Strong attention to detail and accuracy

• Experience working in an office or administrative environment
• Experience handling public enquiries (phone, email, or face-to-face)
• Experience maintaining records and producing written correspondence
• Higher grades may require experience in supervision, budget monitoring, or meeting support

• Flexible approach to workload and changing priorities
• Ability to work accurately under pressure and meet deadlines

This is a busy, detail-focused administrative role within parking enforcement, responsible for processing PCN appeals, maintaining case accuracy, and ensuring fair and timely communication with the public.