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Parking Dept and Complaints Officer
Job Posted: 13 hours ago
Salary: £ 25.96 - 25.96 / Hour
Job Type: Temporary
Location: South East London
Expire in: a month
Job Description
Job Title: Parking Debt & Complaints Officer
Location: South East London
Rate: £25.96 per hour (Umbrella)
Contract: 3–6 month ongoing contract
Hours: Monday to Friday, 36 hours per week
About the Role
We are seeking an experienced Parking Debt & Complaints Officer to join a busy Local Authority Parking Services and Network Management team. This is a key role in ensuring the delivery of a timely and effective service for parking-related debt, complaints, appeals, and enforcement activity.
Key Responsibilities
Investigate and respond to parking debt correspondence, service complaints, member enquiries, and late-stage PCN appeals.
Liaise with the Traffic Enforcement Centre and provide evidence for adjudication hearings and court submissions.
Reconcile and monitor parking income and Enforcement Agent performance.
Manage and prioritise caseloads in line with statutory processes, civil procedure rules (CPR 75), and council KPIs.
Prepare statements of truth, evidence packs, and represent the council at external adjudications.
Handle inbound customer service queries including permits, suspensions, and PayByPhone services.
Identify trends, escalate complex issues, and support service improvements.
Authorise cancellations/refunds of PCNs and uphold complaints when necessary.
Mentor new staff and provide guidance on complex parking and traffic cases.Requirements
Strong knowledge of civil parking and traffic enforcement legislation and adjudication processes.
Proven experience in customer service, administration, or parking enforcement casework.
Excellent written and verbal communication skills, with the ability to draft formal correspondence and reports.
Experience analysing data and using systems to inform investigations and decisions.
Ability to prioritise workload, work independently, and meet deadlines under pressure.
Effective interpersonal skills with confidence in diffusing difficult situations.
Minimum GCSE English and Maths (or equivalent) and/or equivalent experience in enforcement/appeals.
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