PCN Operations Team Lead

Job Opportunity: PCN Operations Team Lead

Reporting to: Chief Operating Officer (COO)

Location: Bermondsey, London (100% On-site)

Job Type: Full-time (Open to Job Share)

Zenion is the smarter way to run last-mile delivery fleets. We combine electric vehicles and real-time tech to put customers in control. As part of our expanding Risk Team, we are seeking a proactive leader to optimise our internal processes. We operate fully from our Bermondsey office, offering a collaborative, fast-paced environment. We highly value flexible working structures and fully support job-share arrangements for the right candidates.

As the PCN Operations Team Lead, you will take full ownership of the end-to-end processing, administration, and scaling of Penalty / Parking Charge Notices (PCNs) workflows. Leading a dedicated administration team and reporting directly to the Chief Operating Officer (COO), your primary mission is to maintain an airtight, compliant administrative framework. You will drive operational efficiencies with the strategic goal of delivering a cost-neutral impact on the business.

• Data Ingestion: Oversee the swift collection, sorting, and logging of all incoming physical post and digital mail.
• Filing & Scanning: Establish and maintain our structured digital filing system, ensuring all correspondence is scanned and indexed accurately.
• Workflow Integrity: Monitor daily administrative queues to eliminate processing backlogs and maintain SLA compliance.
• Payment Processing: Manage the secure collection, reconciliation, and tracking of all PCN payments.
• Customer Cross-Charging: Execute accurate cross-charging protocols to pass costs to relevant customers seamlessly.
• Cost Optimisation: Audit processes continuously to ensure the department meets its net-neutral cost mandate.

• Dispute Resolution: Act as the senior point of contact for complex customer escalations, resolving grievances professionally using fleet telematics data.
• Legal Enforcement: Direct the formal enforcement process, managing appeals and liaising with external enforcement bodies.

• Workload Delegation: Assess shifting daily priorities to delegate tasks efficiently and support your administrative team.
• Problem Solving: Resolve logistical bottlenecks and operational challenges in real time with a proactive mindset.

A successful PCN Operations Team Lead will:

Achieve a high reassignment rate, ensuring liability is swiftly transferred to the responsible party.

Ensure all penalties are tracked, actioned, and resolved within statutory time frames. Provide continuous feedback and collaborate with internal stakeholders (such as IT and Customer Service functions) to automate and improve processes. Become the company’s Subject Matter Expert (SME) on PCN legislation and industry regulations. Take proactive initiative to identify and close any process gaps.

• Technical Literacy: Proficiency in Google Workspace or Microsoft Office suites, including intermediate spreadsheet knowledge (formulas, VLOOKUPs/Index Match, data filtering).
• Database Aptitude: Exposure to database querying languages like PostgreSQL is a bonus, but we are fully equipped to train you on this!
• Organisational Excellence: A meticulous eye for detail and a highly responsible approach to handling sensitive data.
• Dynamic Leadership: Proven ability to prioritize competing deadlines, delegate effectively, and lead a team by example under pressure.
• Communication
  
  Skills:
  
  Excellent written and verbal communication skills to handle high-level escalations and report directly to executive leadership.
• Industry Background (Preferred): Prior experience in PCN administration, parking enforcement, or high-volume legal/regulatory administration is highly advantageous.

• Salary: Competitive salary of £35,000 - £38,000 (dependent on experience).
• Work-Life Balance: Fully supported job-share options to suit your lifestyle.
• Leadership Exposure: Direct exposure to executive leadership (COO) and clear career progression within the Risk Team.
• Company Pension: Workplace pension scheme contributions.
• Holiday Allowance: 28 days holiday per annum, inclusive of Bank Holidays.
• Company Fleet Perk: Access to a company motorbike, available to all staff members at their request.
• Location: Vibrant office location in the heart of Bermondsey, London.