PCN Disputes Customer Services Team Leader

London Borough of Hackney; Greater London; On-site; GBP 48,000 - 50,000; Full time

Job summary

London Borough of Hackney is seeking a diligent Parking Appeals Officer within Hackney Council’s Parking Services in Greater London. You will lead investigations and replies to residents disputing Penalty Charge Notices and ensure responses align with KPIs, empowering colleagues to improve service delivery.

Reporting to the Customer Services Appeals and Debt Recovery Manager, you will foster a customer‑minded culture, drive continuous improvement, and communicate effectively to achieve high

Job description

Salary is £48,402- £49,509

Hackney Council’s Parking Services are recognised as one of the UK’s leading local authorities on the implementation, management and enforcement of effective parking controls. The Services’ role has been integral to Rebuilding a Greener Hackney, with the successful and award winning implementation of traffic schemes such as school streets, low traffic neighbourhoods and bus gates across the borough, reducing car journeys, improving safety and reducing air pollution for our residents and schools.

Our Service also works in close collaboration with other Climate, Homes and Economy Services to deliver initiatives such as Car Clubs and cycle hangars; and work is ongoing to implement future Electric Vehicle Charging Points to support the move away from diesel and petrol-powered vehicles and achieve the 2030 net-zero carbon objectives. The Service has most recently achieved the highest performance amongst all London Councils for how it makes decisions about parking, bus lane and moving traffic appeals, with 76% of all cases going in the Council’s favour at independent adjudication.

Reporting directly to the Customer Services Appeals and Debt Recovery Manager, this post will be responsible for ensuring that staff in our team deliver a consistently high standard of investigation and reply to members of the public disputing their Penalty Charge Notices, in line with the department’s KPIs. Critical factors to the success of the new post will be to lead behavioural change by coaching, empowering and supporting colleagues to deliver on our customers’ needs and expectations.

The successful candidate will need to lead by example and instil a customer mindset in all colleagues to help them find solutions for our customers, make it easy for customers to interact with us, and to give customers a helping hand whenever possible. The post holder will be tasked with creating a sustainable culture of continuous improvement within their team, and will have to demonstrate excellent motivational skills by implementing the rituals, routines, and managing processes required to ensure that improving the service continues to be a top of mind issue for the workforce. The post holder will need to be a strong communicator, able to evidence achievements that have created high-quality and efficient services that deliver the right outcomes and the highest standards of customer service possible.

As a Council, our most outstanding asset is our staff, who are highly dedicated to serving our residents and committed to our goals as an organisation.

• Provide fair customer outcomes for our customers.
• Get things done right the first time.
• Simplify and continually improve our processes.

We are also working towards our vision, which is to be a place for everyone; where residents and staff can be proud. In order to achieve this, we are seeking individuals who embody our “PROUD” values: Purpose and Respect, where we foster belonging through active inclusion, kindness, and open dialogue; Ownership, where we champion proactive collaboration and accountability for our shared success; and Unity and Diversity, where we work as one Council to break down silos and champion anti-racist behavior.

Hackney Council works to eradicate discrimination on the basis of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, and sexual orientation. We also recognise that people can be disadvantaged by their social and economic circumstances, so we will also work to eliminate discrimination and disadvantage caused by social class. We also welcome those interested in flexible working. We particularly welcome applications from disabled people, as this group is currently under represented in our workforce.

The Council has a dedicated employment support service (Hackney Works), which offers Hackney residents guidance in relation to applying for jobs. If you are thinking about applying for a job, please contact the Hackney Works team to find out what support is available: [e-mail]