Job Purpose
To support the work of the Service in providing Parking Enforcement and Permit arrangements, including being first contact point for customers, taking payments,preparing MS Word and Excel reports, and resolving queries effectively and accurately within legislative deadlines.
Main Duties and Responsibilities
* First point of contact for all enquires relating to on and off street parking enforcement and residents’ parking schemes. Deal with a wide range of customer enquiries sometimes involving difficult conversations.
* Process queries and reconcile cheque/card/cash payments received in respect of PCN’s and permit applications presented by telephone, post, electronically or in person.
* Resolve queries using a variety of communication methods, being responsible for the upholding or cancellation of PCN’s following laid down procedures and guidelines.
* Control the progression of PCN and permit applications, taking direct ownership of tasks including the timely issue of standardised and self-produced correspondence and documentation.
* Control and process legal documentation and data passed between the Council and the DVLA.
* Resolve or escalate problems by following the appropriate procedures or own initiative, recognising at an early stage any potential complaints against the Council
* Prepare and produce correspondence relating to enforcement of PCN’s and other parking related issues ensuring compliance with the Traffic Management Act 2004.
* Prepare detailed case histories, Traffic Penalty Tribunal appeals and responses in respect of County Court matters.
* Control the Traffic Enforcement Centre debt/warrant process including cases placed with the Council’s appointed bailiffs, resolving any disputes between bailiffs and the Councils’ customers arising from the authorisation and execution of a warrant.
* As part of a team demonstrate a calm, proactive and professional attitude at all times. Support the unit in any work area and to liaise and share information withcolleagues ensuring good interpersonal and business relationships are developed and maintained.
* Prepare spreadsheets and data reports from the notice processing software.
* Any other duties required to support the work of the Group, including attendance at adjudication hearings.
Experience
* Experience of administration and/or financial processes.
* Experience of working with the public, in particular dealing with irate or distressed customers by phone or in person.
* Adept at compiling, using and deriving information from complex spreadsheets
* Working to legislative, policy and team deadlines
Skills and Competencies
* Ability to produce work to a consistently high standard.
* Communicate in a calm, tactful and logical manner with staff, public and external organisations
* Good written and oral communication with customers, clients, professional officers and contractors
* Ability to work flexibly and under pressure in order to meet tight deadlines with minimum supervision.
* Ability to prioritise and control work
Salary description
£14.37 - £14.37 per hour