• As a member of the Parking Appeals and Representations Team, the post holder will deliver a timely and effective service for the Parking and Network Management team and the wider council.

• This role involves reviewing and assessing various parking-related cases, such as Penalty Charge Notices (PCNs), parking permits, and parking control suspensions, ensuring consistent high-quality work and fair, balanced judgments.

• Parking and traffic enforcement are key to the delivery of the council’s Climate Change, Air Quality, and Streets for People strategies.

• Investigate and respond to parking-related correspondence, including formal/informal representations and appeals resulting from PCN enforcement.

• Ensure parking enquiries are processed in line with statutory procedures, internal KPIs, and the council's communication standards.

• Attend external Adjudication Hearings, providing evidence and preparing case documents.

• Handle parking permit and parking control suspension applications, ensuring compliance with set time limits.

• Manage customer service inquiries related to parking, including phone calls, emails, and requests.

• Identify trends in representations, complaints, and concerns and report them to the line manager.

• Prioritise and manage workloads in response to changing demands from management.

• Ensure that all performance standards related to quality and quantity are met or exceeded.

• Monitor enforcement practices and report any non-compliance issues.

• Authorise cancelations and issue refunds for relevant parking services when required.

• Assist in mentoring new staff, providing guidance on local policies, procedures, and legislation.

• Proven experience in a customer service or administrative role, particularly involving formal correspondence.

• Knowledge of civil parking and traffic enforcement legislation, and the parking adjudication process.

• Ability to analyse data, investigate cases, and make informed decisions.

• Strong written and verbal communication skills.

• Effective interpersonal skills and the ability to handle complex customer interactions.

• Experience of working within a penalty charge notice enforcement environment and managing high volumes of cases.

• Full-time role: 36 Hr/week.