Parking Representation Officer

Job Category : Technical
Location : Lambeth Town Hall, London Borough of Lambeth
Hours Per Week : 35.00
Start Date : Immediate start
Start Time : 09:00
End Time : 17:00
Salary: £19.05

This is a hybrid role, but mostly working from home.
We would like at least 5 years in parking and 2 years in customer service or administration.
Cover officer on secondment. Cover required to assist with increase workload.
Purpose of Job

The post holder will be responsible for investigating and responding to all challenges, representations and appeals received at all stages of the statutory process in regards to Penalty Charge Notices (PCNS), the removal of vehicles and Fixed Penalty Charge Notices (FPNs) in line with Lambeth policies, procedures and any legislative responsibilities. The post holder will ensure they produce high quality responses to set productivity targets. The post holder will be expected to produce work to a consistently high standard often to strict and tight deadlines. He/she will be expected to have the knowledge, experience and aptitude to weigh up the evidence of each case to make balanced judgements.

This post is based upon a career grade of Sc6 to SO1 and progression can be made once the expected levels of experience and performance standards are achieved to a satisfactory level for all duties of the post.

Principal Responsibilities Sc6/SO1

To prioritise and manage own workload and tasks in response to changing demands from management.
To investigate all challenges and representations received against disputed PCNs/FPNs, critically assessing the outcome before responding to the motorist with the formal decision. If evidence is incomplete the post holder will request additional information to support either party’s claims.
To deal with transfer of liability in change of ownership or contract hire, payment related enquiries, and enquiries or representations with payments attached.
To ensure that all correspondence is replied to in accordance with best practice and in plain English.
To ensure that daily quality and quantity performance standards are met or exceeded and that letters conform to relevant quality, policy and legislative standards.
To request refunds of PCNs/FPNs when required in accordance with Parking Service processes and policies.
To administer and respond to Charge Certificate correspondence in line with quality and performance standards.
To liaise with the County Court to administer Witness Statements (or statutory declarations where necessary) and Late Witness Statements and outcomes, ensuring that relevant policies and procedures are maintained and followed.
To liaise with outside Debt Collection or Bailiff Agents to resolve disputed PCNs and to administer the bailiff returns process ensuring that the debt is administered within legal constraints and according to policies and procedures.

Experience
At least 2 year’s experience of working in customer service or administration, having to compose formal letters and correspondence
Experience of analysing data and carrying out investigations to inform decisions
Experience of working within a busy, target-driven environment and effectively prioritising and managing own work load
Experience of using computer systems and databases

Knowledge
Working knowledge of the services that fall under the Environment portfolio
Knowledge of the key systems used in Environment, in particular Liberator
An understanding of legislation and the statutory processes that need to be followed across the portfolio with a particular emphasis on areas where there are high volumes of contact such as parking
Strong grasp of plain English concepts and being able to demonstrate this in verbal and written communications
Proficient in the use of the Microsoft Office suite; in particular Word, Excel and Outlook