Parking Dept And Complaints Officer

Pertemps; London; On-site; GBP 100,000 - 125,000; Full time

Job summary

A local authority is seeking a Parking Debt & Complaints Officer in South East London. The role involves managing complaints, investigating parking debts, and ensuring compliance with legislation. Candidates should have experience in customer service and be knowledgeable about civil parking enforcement. The position offers a pay rate of £25.96 per hour on a contract basis for 3-6 months.

Qualifications

• Strong knowledge of civil parking and traffic enforcement legislation.
• Proven experience in customer service and parking enforcement casework.
• Excellent written and verbal communication skills.

Responsibilities

• Investigate and respond to parking debt correspondence and complaints.
• Liaise with the Traffic Enforcement Centre and provide evidence.
• Manage and prioritise case loads in line with statutory processes.

Skills

Customer service

Administration

Data analysis

Communication

Problem-solving

Knowledge of civil parking legislation

Education

GCSE English and Maths (or equivalent)

Job description

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.