Location: Ealing (Hybrid / Office-based - up to 5 days per week depending on workload)
Contract: 3 months (likely extension)
Pay Rate:
£20.96 per hour (PAYE)
£27.33 per hour (Umbrella)
Preferred Start Date: ASAP
Interview Dates: ASAP
About the Role
Ealing Council is seeking an experienced Parking Appeals & Processing Officer to support the Business Processing Manager in delivering an efficient and effective parking administration service. This role plays a key part in ensuring statutory timescales are met, customer enquiries are handled professionally, and appeals are prepared and presented in line with current parking legislation.
This post is subject to safer recruitment practices and requires a Disclosure and Barring Service (DBS) check.
Key Responsibilities
Prepare and present appeal cases for London Tribunals, including collating evidence and attending hearings on behalf of the Council.
Consider and respond to PCN representations, applying discretion where appropriate and ensuring compliance with legislation and council policy.
Update PCN and permit cases on parking systems and maintain accurate records and statistics using MS Excel.
Respond to PCN and permit enquiries via telephone, email and post, including complaints and Member or MP enquiries.
Assist with special projects, such as Controlled Parking Zones and website content updates.
Keep up to date with legislative changes and embed them into day-to-day working practices.
Support the training and induction of new team members.
Liaise with internal departments and external bodies including London Tribunals, DVLA, Police, bailiffs, and Legal Services.
Process non-automated permit applications, refunds, cancellations and debt registration cases.
Handle challenging and confrontational customer situations with professionalism and empathy.
Work flexibly, including evenings, weekends and across different borough sites where required.
Key Performance Indicators
High first-contact resolution rates for permit and PCN enquiries
Consistently meeting turnaround times and SLAs
Quality and outcomes of appeal cases
Reduction in repeat correspondence
Customer complaints resolved within agreed timescales
Essential Experience, Skills & Knowledge (criteria must be addressed in application)
Working knowledge of parking legislation, codes of practice and council policies
Experience preparing appeal submissions for London Tribunals or Court
Proven ability to respond to complex written enquiries and complaints, including Members / external bodies
Strong IT skills including MS Word and Excel and parking administration systems
Ability to prioritise workloads, meet deadlines and work under pressure
Confident in representing the Council at appeal hearings
Ability to manage and resolve difficult or confrontational situations
Strong research and reporting skills
Excellent communication skills, able to explain complex issues clearly and fairly
Understanding of Equal Opportunities, customer service and public-sector values
Confident in all spoken aspects of the role in English
Essential Qualifications
Experience working within Parking Services (ideally in a large, multi-functional organisation)
Evidence of continuous professional development
GCSE English and Maths (Grades A-C or equivalent)
Desirable Experience
Responding to PCN-related emails and complaints
Processing and responding to PCN representations
Excellent timekeeping and attendance
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Salary description
£20.96 - £27.33 per hour