AddressRate: £23.00 per hour (Umbrella)
Term: 3 months initially
Hours per week: 36
Location: Currently 2 days from Tooley Street office and 3 days from home. This arrangement will be reviewed in the near future.
What you'll work on
- To provide excellent customer services over the phone, emails, online and post, while responding to enquires & appeals received from customers, appeal adjudication service, county court, contractors and other stakeholders.
- To investigate parking appeals and representations made under the Statutory Procedures laid out in legislation (Road Traffic Act 1991 and Traffic Management Act 2004 as amended and various Statutory Instruments).
- To undertake the quasi-judicial role of a Representations Officer and make decisions on the enforcement of Penalty Charge Notices (PCNs) up to and including those which have been transferred to the Enforcement Agents following County Court action
- To carry out their quasi-judicial role in line with the Council’s overall vision, values and strategic aims, ensuring that excellent customer service is delivered by post, by phone and by email.
- To provide a high quality service in terms of clerking and providing the Council’s evidence to the Environment & Traffic Adjudicators the independent parking appeals tribunal in accordance with the legal framework, Tribunals Rules and Procedures and County Court Civil Procedure Rules (CPR) 75.
- Act as lead officers to our parking contractor on the management of non-statutory and statutory complaint investigations and hearings at the parking adjudicators.
What you'll achieve
- To strive to achieve excellent dispute resolution service and customer service.
- To develop a sense of pride, passion, and a ‘can-do attitude, reduce the number of complex investigations being completed and focus staff on providing services right the first time.
- To investigate and draft responses to complex complaints & appeals made against Penalty Charge Notices (PCN) at all stages of the Statutory process, including representations and debt recovery (County Court action).
- To interview the complainant and conduct home or site visits where necessary.
- To provide excellent customer services over the phone and emails while dealing with PCN, parking or permit enquiries.
- Ensure all permit applications, including bay suspensions and vehicle dispensations, are processed within the deadline.
- To learn lessons from complaints/appeals and, in conjunction with the parking services management team, implement changes that result in improved service delivery across the parking service and work with senior managers to ensure these changes are implemented.
- Implement the Council’s compensation policy to make compensation awards early on in the procedure, thus minimising costs to the Council.
- Provide specialist advice and assistance to departmental officers on applying the Council’s parking policy.
- Work with the Team Leader in developing training packages and procedures concerning complaint (representations & appeals) handling and the compensation policy.
- Deliver training to the appropriate contractor and parking department staff.
- Assess new appeals to the Environment & Traffic Adjudicators (ETA) (the independent parking adjudicator). Prepare and determine a plan for the conduct of each case following the Rules and legislation.
- To act as an adviser to the ETA appeals service in the deliberations of cases. To attend on the Council’s behalf a selection of personal hearings at the independent adjudicator and present the Council’s evidence.
- To assist the contractor with correspondence received outside the statutory processes. Ensure that all decisions comply with the Council’s parking service policies, procedures and legal framework requirements.
- To deal with all cases where County Court (CPR75) action has been taken, and the case has been passed to Enforcement Agents for enforcement, including the provision of the drafting of the statement of truth to submit to the County Court.
- To develop and maintain an appropriate profile and build effective working relationships with key stakeholders, the Environment & Traffic Adjudicators, London Councils, Members, service providers, other local authorities, Government Departments and the wider community to facilitate the delivery of high-quality services that meet user needs.
- Act as deputy for the Team Leader (Appeals & Representations Manager) as appropriate.
- Undertake any other duties commensurate with the level and grade of the post as may be requested from time to time.
- Deliver training on complaint (Representations & Appeal) handling and investigation, applying remedies to complaints and arbitration hearings and calculating compensation awards.
Who we're looking for
Must have 6 months (or more) experience in dealing with Formal Representations and/or informal appeal against the PCN (issued within London). Full understanding of TMA 2004 & RTA 1991 is required.
Skills you'll need to bring:
Knowledge, including educational qualifications:
- Demonstrate knowledge of parking enforcement including the relevant act and statutory instruments
- Evidence of having dealt with members and the public directly
Experience:
- Working in the parking industry
- Working in the parking back office
- In dealing with Parking Representations
Aptitudes, Skills & Competencies:
- Evidence of ability to respond to customers & senior members of staff over the phone, by email and in writing (by post)
- Ability to design, develop, implement, deliver and maintain activity reports for senior managers, statutory and other bodies as necessary
Equal Opportunities
Business Smart Solutions are a Recruitment Agency - We hire talented and passionate people from a variety of backgrounds because we want our global worker base to represent the wide diversity of our clients. If you’re excited about a role but your past experience doesn’t align perfectly with every bullet point listed in the job description, we still encourage you to apply. If you're passionate about working for a role in local government and share our company values, we encourage you to apply.
BSS is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristic. BSS considers qualified applicants with criminal histories, consistent with applicable UK law. If you need assistance or an accommodation made due to a disability, please let your recruiter know.
Job Types: Full-time, Temporary contract
Contract length: 3 months
Salary: £23.00 per hour
Expected hours: 36 per week
Schedule:
- Monday to Friday
Application question(s):
- Do you have 6 months (or more) experience in dealing with Formal Representations and/or informal appeal against the PCN (issued within London)?
- Do you have full understanding of TMA 2004 & RTA 1991?
- Can you demonstrate knowledge of parking enforcement including the relevant act and statutory instruments?
- Do you have evidence of having dealt with members and the public directly?
Experience:
- Local Government: 3 years (required)
Work Location: In person
