Our local government clients in Lambeth, London, are seeking a Parking Representation Officer. Investigating and responding to all challenges, representations and appeals received at all stages of the statutory process regarding Penalty Charge Notices (PCNS), the removal of vehicles and Fixed Penalty Charge Notices (FPNs) in line with policies, procedures and any legislative responsibilities. To ensure the production of high-quality responses to set productivity targets. To produce work to a consistently high standard, often under strict, tight deadlines. Knowledge, experience, and aptitude to weigh the evidence in each case and make balanced judgments.
Responsibilities
To prioritise and manage own workload and tasks in response to changing demands from management.
To investigate all challenges and representations received against disputed PCNs/FPNs, critically assessing the outcome before responding to the motorist with the formal decision. If evidence is incomplete, the court may request additional information to support either party's claims.
To deal with transfer of liability in change of ownership or contract hire, payment-related enquiries, and enquiries or representations with payments attached.
To ensure that all correspondence is replied to in accordance with best practice and in plain English.
To ensure that daily quality and quantity performance standards are met or exceeded and that letters conform to relevant quality, policy and legislative standards.
To request refunds of PCNs/FPNs when required in accordance with Parking Service processes and policies.
To administer and respond to Charge Certificate correspondence in line with quality and performance standards.
To liaise with the County Court to administer Witness Statements (or statutory declarations where necessary) and Late Witness Statements and outcomes, ensuring that relevant policies and procedures are maintained and followed.
To liaise with outside Debt Collection or Bailiff Agents to resolve disputed PCNs and to administer the bailiff returns process, ensuring that the debt is administered within legal constraints and according to policies and procedures.
Qualifications – Essential
GCSE Grade (or equivalent) in English Language and Mathematics.
NVQ or equivalent standard and evidence of continuing professional development
Advanced – Microsoft Office (Word, Excel, Outlook), social media and CRM.
Criteria for Shortlisting - About You - What We're Looking for in the Ideal Candidate:
Working knowledge of the services that fall under the Environment portfolio.
Knowledge of the key systems used in Parking Services, in particular Liberator, Response Master, etc.
An Understanding of legislation and the statutory processes that need to be followed across the portfolio, with a particular emphasis on areas where there are high volumes of contact, such as parking.
Strong grasp of plain English concepts and being able to demonstrate this in verbal and written communications.
Proficient in the use of the Microsoft Office suite; Word, Excel and Outlook.
Experience in analysing data and carrying out investigations to inform decisions.
Experience of working within a busy, target-driven environment and effectively prioritising and managing own workload.
Experience in using computer systems and databases.
Compliance Requirements
3 Years References
Enhanced CRB/DBS is required
Willing to engage in the Pre-Engagement Questionnaire and mandatory pre-screening application process.
Diamond Blaque Group, a leading public-sector provider, is acting as the employment Business for this vacancy. We are dedicated to fostering an inclusive environment that values diversity and equal opportunity in the workplace
Salary description
£22.14 - £28.84 per hour