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Parking Appeals & Processing Officer - PCN

Job Posted: 3 hours ago

Salary: £ 20.96 - 27.33 / Hour
Job Type: Contract Temporary
Location: Ealing, London

Expire in: a month

Job Description

Location: Ealing (Hybrid / Office‑based - up to 5 days per week, workload dependent)
 📄Contract: 3 months (🔁 strong likelihood of extension)
 🚀Start Date: ASAP
 🗓 Interviews: ASAP

💷 Pay Rates

£20.96 per hour (PAYE)
£27.33 per hour (Umbrella)

🧭 About the Role

Ealing Council is seeking an experienced Parking Appeals & Processing Officer to support the Business Processing Manager in delivering a high‑performing parking administration service.

This is a hands‑on, legislation‑driven role focused on parking appeals, statutory compliance, complex customer correspondence, and professional representation at London Tribunals.

✅ Post subject to safer recruitment practices - DBS required.

🔑 Key Responsibilities

🎯 Prepare and present appeal cases to London Tribunals, including evidence collation and attendance at hearings
📝 Assess and respond to PCN representations, applying discretion in line with legislation and Council policy
💻 Update PCN and permit cases on parking systems; produce accurate Excel‑based reports and statistics
📞 Handle PCN and permit enquiries by phone, email and post, including complaints and MP / Member enquiries
🏙 Support special projects such as Controlled Parking Zones and website content updates
📚 Stay up to date with parking legislation and embed changes into daily practice
👥 Assist with training and induction of new team members
🤝 Liaise with internal and external stakeholders: London Tribunals, DVLA, Police, bailiffs & Legal Services
💳 Process non‑automated permits, refunds, cancellations and debt registrations
🧠 Manage challenging and confrontational situations with professionalism and empathy
⏰ Work flexibly, including evenings, weekends and across borough sites when required

📊 Key Performance Indicators

✅ High first‑contact resolution for PCN & permit enquiries
⏱ Consistent achievement of statutory deadlines and SLAs
⚖ Strong outcomes and quality in appeal submissions
🔁 Reduction in repeat correspondence
😊 Customer complaints resolved within agreed timescales

✅ Essential Experience, Skills & Knowledge

(All criteria must be addressed in application)

Solid working knowledge of parking legislation, codes of practice and council policies
Proven experience preparing appeal submissions for London Tribunals or Court
Strong background responding to complex written correspondence and complaints
Confident representing the Council at appeal hearings
Excellent IT skills: MS Word, Excel and parking administration systems
Ability to prioritise workloads and perform under pressure
Experience handling difficult or confrontational customers
Strong research, reporting and analytical skills
Clear, fair and professional written and verbal communication
Understanding of Equal Opportunities, public‑sector values and customer service standards
Full professional fluency in spoken and written English

🎓 Essential Qualifications

Prior experience within Parking Services (ideally large, multi‑functional organisations)
Evidence of continuous professional development
GCSE English & Maths (Grades A-C or equivalent)

⭐ Desirable Experience

Responding to PCN‑related emails and escalated complaints
Hands‑on processing of PCN representations
Excellent attendance and timekeeping

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Bank details.
National Insurance number.
Date of birth.

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