Parking Dept and Complaints Officer – AR Job Central London area,City Of London England UK,Government

Location: City Of London

JOB DESCRIPTION

Post

Title:

Debt and complaints officer
Grade: 8
Division / Unit:
Parking Services and Network Management
Department:
Environment, Neighbourhoods & Growth

Reports To:

Debt and complaints officer manager

PURPOSE OF THE JOB

As a member of the Parking debt and complaints team, they deliver a timely and effective service for the Parking and Network Management team and the wider council. The post holder will be expected to produce work to a consistently high standard and to use their experience, knowledge and aptitude to weigh up the evidence in each case, whether it is a complaint, a members enquiry or an appeal against a Penalty Charge Notice (PCN) at the warrant stage where Enforcement Agents have been engaged, as well as reconciling and monitoring parking income and Enforcement Agent performance.

Parking and traffic enforcement is crucial to the delivery of three of the councils plans:
Climate Change, Air quality and Streets for people.

PRINCIPAL

ACCOUNTABILITIES

To investigate and respond to all parking debt related correspondence, service complaints, members enquiries and late stage appeals against PCNs to the Traffic Enforcement Centre. This includes sending documents to TEC which is the court service’s bulk centre for processing traffic and parking debts and warrants.

To ensure other parking debt related enquiries are dealt with, in line with the statutory process and timescales, internal key performance indicators (KPIs), civil procedural rules (CPR 75) and the council’s communication procedures to deliver a high standard of customer services to the residents and visitors of Southwark.

To attend external Adjudication Hearings and give evidence and prepare proofs of evidence as required, preparing and determining a plan for any complex cases highlighted in accordance with the legislation.

To ensure that all incoming correspondence from the county court are logged and provide a statement of truth to the court to put in place the council’s defence in regards to the claims made by the debtors.

To answer phone calls in the specialist parking customer service centre, dealing with incoming emails, parking permits, parking control suspensions and Paybyphone services, resolving residents and visitors requests and issues in a timely and clear manner.

To accelerate and identify any themes and trends arising from incoming correspondence and phone calls about cases at the warrant stage and with Enforcement Agents and concerns to their line manager reporting and sharing case issues.

To manage and prioritise their own workload in response to changing demands from management.

To ensure that daily quality and quantity performance standards are met or exceeded and that correspondence conforms to the relevant quality, policy and legislative standards.

To ensure that enforcement practices and required enforcement infrastructure complies with agreed procedures and standards and to take responsibility for reporting non-compliance issues to the appropriate teams.

To authorise the cancellation of and initiate refunds as a result of PCNs being cancelled and complaints being upheld when required in accordance with the parking services policies.

To assist in the mentoring of new staff providing guidance and training on local parking policies, procedures and legislation. Providing advice and guidance on complex parking and traffic cases liaising with other internal or external bodies to resolve queries.

To carry out other duties and tasks which may from time to time be required to meet the needs of the service and to deputise for the Debt and Complaints Manager in their absence.

PERSON SPECIFICATION KNOWLEDGE

Education to include Maths and English at GCSE level or equivalent and/or proven experience of parking enforcement and appeals legislation.
Excellent communication skills both in writing and verbally.
Knowledge of the civil parking and traffic enforcement legislation, parking adjudication processes and guidance.
Knowledge of the back office process for enforcement of parking and traffic penalties.

EXPERIENCE

Proven experience in working in a customer service or administrative environment, having to compose formal…


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