Representations Officer – AR

Carrington Blake Recruitment; Greater London; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading recruitment agency seeks a Parking Appeals Officer to join the Parking and Network Management team. The role involves investigating parking appeals, ensuring compliance with legislation, and providing high customer service standards. The ideal candidate will have experience in handling formal representations and a thorough understanding of relevant laws. This is an opportunity to contribute to important council initiatives while working in a supportive environment.

Qualifications

• Minimum 6 months experience in dealing with parking appeals.
• Full understanding of TMA 2004 & RTA 1991 required.

Responsibilities

• Investigate and respond to parking-related correspondence.
• Attend external Adjudication Hearings and give evidence.
• Mentor new staff on parking policies and procedures.

Skills

Formal Representations

TMA 2004

RTA 1991

Customer Service

Job description

Must have 6 months (or more) experience in dealing with Formal Representations and/or informal appeals made against the PCN (issued within London). Full understanding of TMA 2004 & RTA 1991 is required.

PURPOSE OF THE JOB

As a member of the Parking appeals and representations team, the post holder will deliver a timely and effective service for the Parking and Network Management team and the wider council. They are expected to produce work to a high standard, using their knowledge and experience to weigh evidence in each case, whether it involves a Penalty Charge Notice (PCN), parking permit, or parking control suspension, and make balanced judgments.

Parking and traffic enforcement are crucial to delivering the council’s plans for Climate Change, Air Quality, and Streets for People.

PRINCIPAL ACCOUNTABILITIES

1. Investigate and respond to all parking-related correspondence, including formal and informal representations and appeals received due to enforcement of PCNs issued to motorists. This includes engaging with external Environment and Traffic Adjudicators at London Tribunals who make final decisions on parking or traffic penalties, based on evidence presented by officers to trained solicitors or barristers.
2. Handle other parking inquiries in line with statutory processes, timescales, internal KPIs, civil procedural rules (CPR 75), and communication procedures, ensuring high customer service standards for residents and visitors of Southwark.
3. Attend external Adjudication Hearings, give evidence, prepare proofs of evidence, and develop plans for complex cases in accordance with legislation.
4. Manage incoming parking permit and suspension applications, including requests for additional information, within set time limits.
5. Respond to phone calls and emails in the parking customer service centre, addressing inquiries related to permits, suspensions, and PaybyPhone services efficiently and clearly.
6. Identify themes and trends from representations, complaints, and concerns, reporting findings to the line manager.
7. Prioritize and manage own workload adapting to changing demands.
8. Meet or exceed daily performance standards for quality and quantity, ensuring correspondence complies with relevant policies and legislation.
9. Ensure enforcement practices and infrastructure comply with procedures and standards, reporting non-compliance issues as needed.
10. Authorize cancellations and refunds for PCNs, permits, or suspensions when appropriate, following service policies.
11. Mentor new staff, providing guidance on parking policies, procedures, and legislation, and liaising with internal and external bodies on complex cases.
12. Perform additional duties as required and deputize for the Appeals and Representations Manager when necessary.

JOB CONTEXT

Organizational Objectives:
The council’s statutory duty involves parking and traffic enforcement, managing limited kerb space on highways.
Contributes to the delivery of strategies on Streets for People, Climate Change, and Air Quality.
Provides effective and cost-efficient services to residents and motorists of Southwark.
Ensures high customer service standards.
Reports to: Appeals and Representations Manager

If interested, please contact me via email or telephone!

[e-mail]

020 753 766 07