Casework & Compliance Officer - Parking Services

Royal Borough of Greenwich; Greater London; On-site; GBP 28,000 - 36,000; Full time

Job summary

Royal Borough of Greenwich is seeking a proactive Correspondence Support Officer to coordinate casework, complaints and information requests within the Parking Business Services team. You will manage shared mailboxes, maintain records, monitor deadlines and produce performance reports to inform managers of demand and trends.

The role focuses on improving information management, website content, and service delivery for residents, with opportunities to contribute to service improvements and

Qualifications

• Experience in administration, casework coordination, complaints handling, information management or a similar role.
• Strong data entry and record-keeping skills, with the ability to maintain accurate information.
• Good working knowledge of Microsoft Excel, spreadsheets and databases, with the ability to manipulate data and produce meaningful reports.
• The ability to monitor deadlines, manage competing priorities and follow up outstanding actions to ensure work is completed within agreed timescales.
• Strong written and verbal communication skills, including the confidence to liaise with a range of internal and external stakeholders.
• A methodical approach to identifying problems, analysing information and suggesting practical improvements.
• The ability to work independently, demonstrate accountability and contribute effectively to a collaborative team.
• A commitment to confidentiality, data protection and delivering a high-quality service.

Responsibilities

• Coordinate the logging, allocation and tracking of casework, complaints and information requests.
• Manage shared mailboxes and ensure enquiries are directed to the appropriate officers promptly.
• Maintain effective databases, spreadsheets, electronic filing systems and shared casework records.
• Monitor statutory and internal deadlines, follow up outstanding responses and escalate delays.
• Produce weekly and monthly performance reports, including KPIs, volumes and response times.
• Use data to identify recurring issues and opportunities to improve processes and service delivery.
• Work with operational teams and colleagues to support efficient casework management.
• Support the preparation and quality assurance of FOI/EIR responses and comply with procedures.

Skills

Administration

Casework coordination

Data entry

Microsoft Excel

Stakeholder liaison

Time management

Confidentiality

Tools

Microsoft Dynamics

3Sixty

Microsoft Excel

Job description

Royal Borough of Greenwich is seeking a proactive Correspondence Support Officer to coordinate casework, complaints and information requests within the Parking Business Services team. You will manage shared mailboxes, maintain records, monitor deadlines and produce performance reports to inform managers of demand and trends.

The role focuses on improving information management, website content, and service delivery for residents, with opportunities to contribute to service improvements and