PCN Disputes Officer – Customer Services

Hackney Borough Council; London Borough of Hackney; On-site; GBP 28,000 - 38,000; Full time

Benefits offered by this job

Flexible working options

Training and development

Pension scheme

Discounts including subsidised gym

Travel loans

Job summary

London Borough of Hackney is seeking a proactive PCN Disputes Officer to join the Parking Disputes Team. You will investigate penalty charge notice disputes, draft high-quality responses and maintain excellent customer service across written, phone and email channels.

The role requires an analytical mind, ability to interpret parking policies and apply them fairly, with training provided including Level 3 NVQ accreditation on successful probation.

Qualifications

• Analytical mindset and ability to make decisions based on local parking policies.
• Excellent letter writing skills for well drafted responses.
• Investigative skills to thoroughly review disputes and representations.
• Good customer service skills for written, phone and email interactions.

Responsibilities

• Investigate disputes and appeals related to penalty charge notices.
• Draft high quality, clear responses with minimal need for follow-up correspondence.
• Demonstrate high standards of customer service via written and verbal channels.
• Ensure decisions comply with relevant parking policies and legislation.

Skills

Analytical thinking

Letter writing

Investigative skills

Customer service

Policy interpretation

Education

NVQ Level 3 or equivalent

Job description

London Borough of Hackney is looking for talented, ambitious and customer-focused individuals to join our busy Customer Services Parking Disputes Team. Parking is often a contentious issue, which requires a sensitive approach in order to balance competing traffic management demands with expectations of our customers and partners.

Our team receives over 7,000 incoming challenges and representations each month, which have to be considered within timeframes set by the legislation and as recommended by the Secretary of State for Transport. Over the last five years, our service area achieved the highest performance amongst all London Councils, with over 75% of all cases going in the Council’s favour at the London Tribunals. We believe in a first-class customer experience, and we are looking for bright people who can bring our three service promises to life;

Service Promises

• – Providing fair outcomes for all our customers
• – Getting things done right the first time
• – Simplifying and continually improving our processes

As the PCN Disputes Officer, you will ensure that disputes and appeals relating to penalty charge notices are thoroughly investigated, and that members of the public receive high quality, well drafted responses requiring no secondary correspondence. Your role will require an analytical mind, excellent letter writing and investigative skills, and the ability to make decisions based on clear parking policies.

You will be required to show high standards of customer service at all times, whilst delivering high quality and courteous responses, primarily in writing but also by phone and email. You must understand and have the experience with the legislative powers (Section 6 of the Traffic Management Act 2004) and recognise vulnerable customers to deliver fair and balanced outcomes, ensuring the right balance is struck between local policies and individual customer circumstances.

You will also undergo extensive training delivered by our experts, who will equip you with all the necessary knowledge, and subsequently receive a Level 3 NVQ accreditation if you are successful in your probation period.

About Us

With sustainability principles at the heart of our policies, Hackney Parking and Markets Service plays an integral part in making our borough one of London’s best places to live and work. We are immensely proud of our achievements and our people, which makes our organisation one of the best employers in the capital.

We go that extra mile for our staff by offering a work environment which is stimulating, fast moving and supportive, giving you the chance to use your skills and develop new ones within a high profile organisation.

We work hard to support our staff with a range of unrivalled benefits and opportunities that can help you to give your best at work, and achieve a brilliant work-life balance

Key benefits include:

• – Generous holiday allowance (28 days per year, rising to 33 after 5 years of local government service)
• – Unrivalled pension scheme
• – Flexible working options (family friendly policy)
• – A comprehensive training and development
• – A range of discounts, including subsidised gym membership
• – Access to financial and season ticket travel loans
• – Health and wellbeing benefits

We are also a member of the Cyclescheme and we encourage the use of sustainable transport

We welcome a diversity of talent here, and our benefits and policies are designed to reflect a variety of needs. We are a disability confident employer and strong promoters of inclusive leadership.

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.

We operate a fair and open anonymous selection process. Therefore, we do not accept supporting statements or CV’s.

Closing date for applications

27 October 2026 (22:59)

Interview date

TBC

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]