Civil Enforcement Team Leader

Norwich Living Wage City Action Group; Norwich; On-site; GBP 25,000 - 35,000; Full time

Job summary

An established industry player is seeking a motivated Team Leader to manage a dedicated team of Civil Enforcement Officers. This role is pivotal in ensuring parking compliance and enhancing the safety of Norwich’s streets, especially during late-night shifts. You will coordinate enforcement efforts, manage team performance, and contribute to the council's objectives. If you are passionate about community safety and have strong leadership skills, this is a fantastic opportunity to make a meaningful impact in your community.

Qualifications

• Ability to manage a team and demonstrate effective people management skills.
• Good communication and organizational skills are essential.
• Ability to deliver high levels of customer service and improve customer experience.

Responsibilities

• Oversee a team of Civil Enforcement Officers during late-night shifts.
• Manage day-to-day operations, including training and resource management.
• Ensure compliance with parking regulations and enhance team performance.

Skills

Team Management

Problem Solving

Communication Skills

Customer Service

Organizational Skills

Conflict Resolution

Understanding of Traffic Regulation Orders

Education

Good Standard of Education

NVQ Level 2

Parking Enforcement Officer Level 2

Job description

Location: Norwich

Salary: Competitive + 20% shift enhancement & 0.5 weekend enhancement

Hours: Varied shifts, including afternoons (2:00 PM, 3:00PM or 4:00 PM start) and late finishes (12:00 AM, 1:00AM or 2:00 AM)

About the Role:

We are seeking a motivated and experienced Team Leader to oversee a team of Civil Enforcement Officers (CEOs) during late-night shifts. This role plays a vital part in ensuring parking compliance, maintaining traffic flow, and contributing to the safety and accessibility of Norwich’s streets. This role will pay particular attention to those areas associated with the nighttime economy.

To co-ordinate the enforcement of the parking regulations both on and off street, provide day to day management of the Civil Enforcement Officer Teams, train staff, manage resources and be the NVQ Assessor and Parking and Clean Neighbourhood Environmental (and related Acts) enforcement officer.

Working with the Parking Operations Manager to ensure that the team’s workload is appropriately managed and process and service improvements are identified.

To contribute to the delivery of an effective and focused environmental service for the council ensuring that Norwich is a safe and attractive place for our residents, visitors and users of all services.

Key corporate accountabilities:

• Work collaboratively and support other colleagues (as required) to deliver Team Plans and Corporate Plan

• Take a collaborative approach to service delivery across teams. Supporting colleagues to deliver positive outcomes beyond traditional service boundaries where required and directed by encouraging the sharing knowledge, experience and resources across teams in the council

• Contribute and support the development and delivery of the Council’s strategies and policies

• To work on cross cutting corporate issues/projects as required

• To be responsible for the development of the team and delivery of their business objectives

• To work collaboratively with colleagues across the council to promote a culture of continuous improvement, good governance and information management

To promote an open and supportive culture which maximizes the potential of employees across the council and encourages inclusivity, innovation and high performance

Key service related accountabilities

• Manage and authorise the day-to-day operation of teams covered by the role, including identifying training needs, recruitment, agreeing and setting targets, authorising absence requests, monitoring sickness and ensuring sufficient capability and capacity exists within teams. This includes enhancing the performance through effective training, coaching and feedback. Recruit, train, coach and motivate new or established team members. Provide advice and guidance on the interpretation of service procedures and regulations and ensure learning and data sharing is consistent and facilitated across the team/service

• Issue penalty charge notices (PCN) when patrolling

• Investigate complaints and resolve parking disputes when required

• Maintain handheld computer terminals, mobile phones, vehicles and security of buildings including MSCP and health and safety/maintenance checks

• Work in an operational role as CEO with your team

• Monitor lone working of staff and responding to emergencies

• Carry out administrative duties, planning and organising shifts/rota’s

• Carry out risk assessments and health and safety checks on CEO’s

• Working collaboratively with managers across the Environment Service to deliver and monitor effective performance management, this includes ensuring internal performance data is available on workloads/backlogs/issues etc, meet quality and customer service standards and operate financial controls including income generation

• Act as a manager, working in conjunction with service support staff, and others, to deliver and monitor effective performance, meet quality and customer service standards, and operate financial controls including income generation. To ensure;
• The appropriate allocation and management of the work programme to ensure that performance is delivered to a high standard; and
• The identification and delivery of service and process improvements to ensure effectiveness and efficiency of systems and customer service are enhanced

• Prepare briefings as required

• Lead on the delivery outcomes for the team, ensuring that agreed outcomes/milestones are being achieved through effective management against key performance indicators and to coordinate the teams to meet corporate objectives

• Ensure that professional advice is provided to all service areas across the council on the activities covered by this post and the team managed

• Lead on work priorities set by the Parking Operations Manager and develop work plans for the team to deliver against those priorities

• Look for opportunities to bring in income streams into the council and horizon scanning for business opportunities, innovation and efficiency savings across the council

• Ensure the postholder and the team comply with relevant statutory legislation in relation to their roles/duties

Essential

Ability to work with minimal supervision, reporting to manager when necessary and prioritising own workload and that of the team

Ability to read and understand Traffic Regulation Orders (TRO)

Ability to problem solve using own initiative

Ability to deal with difficult situations when required

Ability to manage a team and demonstrate effective people management skills

Able to demonstrate an understanding of diversity and equality requirements around service delivery

Good communication and organisational skills

Ability to provide clear explanations of policies, give professional judgements and make logical decisions

Good listening skills and the ability to respond to the diverse needs of others and to present information effectively to a diverse audience in a manner which is appropriate for the recipient

Ability to deliver a high level of customer service and proactively look for ways to improve the customer experience

Ability to “model” appropriate behaviours that encourage a culture of empowerment, initiative and transparency across the Council

Ability to remain calm and to respond to difficult/aggressive people both face to face and on the phone and deal with members of the public tactfully

Essential

Parking Enforcement officer level 2 in controlling parking areas

NVQ level 2 and ability to achieve NVQ assessor qualifications

Good standard of education