Parking Debt and Complaints Officer

Description

Our local government clients are recruiting a Parking Debt and Complaints Officer. To deliver a timely and effective service for the Parking and Network Management team. The post holder will be expected to produce work to a consistently high standard and to use their experience, knowledge and aptitude to the weigh up the evidence in each case, whether is a complaint, a members enquiry or an appeal against a Penalty Charge Notice (PCN) at the warrant stage where Enforcement Agents have been engaged, As well as reconciling and monitoring parking income and Enforcement Agent performance..

Your key responsibilities will include:

To investigate and respond to all parking debt-related correspondence, service complaints, members' enquiries and late-stage appeals against PCNs to the Traffic Enforcement Centre. This includes sending documents to TEC, which is the court service's bulk centre for processing traffic and parking debts and warrants.

Qualification – Essential

• GCSE Grade (or equivalent) in English Language and Mathematics.
• NVQ or equivalent standard and evidence of continuing professional development
• Advanced –Microsoft Office, Word, Excel, Outlook, Social Media and CRM.

Qualifications, Knowledge, and Experience Requirements - Criteria to be Evaluated at the Shortlisting Stage.

• Proven experience in parking enforcement and appeals legislation.
• Excellent communication skills, both in writing and verbally.
• Knowledge of the civil parking and traffic enforcement legislation, parking adjudication processes and guidance. 
• Knowledge of the back-office process for the enforcement of parking and traffic penalties.
• Proven experience in working in a customer service or administrative environment, having to compose formal correspondence.
• Experience of analysing data to carry out investigations and to inform decisions using computer systems and databases.
• Experience demonstrating a proven ability to work with contractors and officers in a penalty charge notice enforcement environment to deliver excellent customer service.
• Ability to effectively prioritise and meet deadlines when faced with conflicting priorities with creativity, tenacity and enthusiasm.
• Ability to work independently to meet agreed work plans, deadlines and required performance targets.
• Ability to deal with a variety of correspondence and prepare written replies and reports.
• Practical interpersonal skills and the ability to represent the parking team with officers at all levels.
• Excellent customer service skills and confidence with both written and verbal communication, delivering high-quality customer outcomes.
• Ability to diffuse difficult situations and resolve conflicts.

Essential Compliance Requirements

• 3 Years References
• Enhanced DBS
• A pre-engagement screening is mandatory for this role. Please be prepared for this additional step in the application process.

Diamond Blaque Group, a leading provider in the public sector, is acting as an employment agency for this vacancy. Our organisation is deeply committed to fostering an environment of equal opportunity and diversity in the workplace.