Parking Dept and Complaints Officer

Pertemps; Greater London; On-site; GBP 70,000; Full time

Job summary

A local authority parking services provider in Greater London is seeking an experienced Parking Debt & Complaints Officer to ensure effective service delivery for parking-related debt and complaints. Responsibilities include investigating cases, liaising with enforcement centres, and managing customer queries. Candidates must have strong knowledge of parking legislation and relevant experience in customer service or casework.

Qualifications

• Strong knowledge of civil parking and traffic enforcement legislation.
• Proven experience in customer service or parking enforcement casework.
• Excellent written and verbal communication skills.
• Experience analysing data and using systems.
• Ability to prioritise workload and meet deadlines.

Responsibilities

• Investigate and respond to parking debt correspondence and service complaints.
• Liaise with the Traffic Enforcement Centre.
• Reconcile and monitor parking income and Agent performance.
• Prepare statements of truth and represent the council at adjudications.
• Handle customer service queries related to permits and suspensions.
• Mentor new staff on complex parking cases.

Skills

Knowledge of civil parking and traffic enforcement legislation

Customer service experience

Excellent communication skills

Data analysis experience

Ability to work under pressure

Interpersonal skills

Education

Minimum GCSE English and Maths (or equivalent)

Job description

Overview

Job Title: Parking Debt & Complaints Officer
Location: South East London
Rate: £25.96 per hour (Umbrella)
Contract: 3–6 month ongoing contract
Hours: Monday to Friday, 36 hours per week

About the Role

We are seeking an experienced Parking Debt & Complaints Officer to join a busy Local Authority Parking Services and Network Management team. This is a key role in ensuring the delivery of a timely and effective service for parking-related debt, complaints, appeals, and enforcement activity.

Key Responsibilities

• Investigate and respond to parking debt correspondence, service complaints, member enquiries, and late-stage PCN appeals.
• Liaise with the Traffic Enforcement Centre and provide evidence for adjudication hearings and court submissions.
• Reconcile and monitor parking income and Enforcement Agent performance.
• Manage and prioritise caseloads in line with statutory processes, civil procedure rules (CPR 75), and council KPIs.
• Prepare statements of truth, evidence packs, and represent the council at external adjudications.
• Handle inbound customer service queries including permits, suspensions, and PayByPhone services.
• Identify trends, escalate complex issues, and support service improvements.
• Authorise cancellations/refunds of PCNs and uphold complaints when necessary.
• Mentor new staff and provide guidance on complex parking and traffic cases.

Requirements

• Strong knowledge of civil parking and traffic enforcement legislation and adjudication processes.
• Proven experience in customer service, administration, or parking enforcement casework.
• Excellent written and verbal communication skills, with the ability to draft formal correspondence and reports.
• Experience analysing data and using systems to inform investigations and decisions.
• Ability to prioritise workload, work independently, and meet deadlines under pressure.
• Effective interpersonal skills with confidence in diffusing difficult situations.
• Minimum GCSE English and Maths (or equivalent) and/or equivalent experience in enforcement/appeals.

PLEASE NOTE: All applications are monitored and shortlisted candidates will be contacted via phone call or email.