RQ; JS – Parking Process Case Officer

Role Overview:

Join our Direct Services team as a Parking Process Case Officer
. You will be responsible for investigating and responding to parking enforcement appeals, managing penalty charge notices (PCNs), preparing tribunal cases, and ensuring compliance with statutory requirements. The role also involves fraud prevention and process improvement.

• Enquiries & Service Requests: Handle and resolve customer enquiries and complaints related to parking, moving traffic, and bus lane enforcement.
• Case Management: Investigate and respond to informal and statutory representations and appeals in line with statutory deadlines.
• Tribunal Preparation: Prepare and present cases at London Tribunals
  , gathering evidence and responding to statutory declarations for PCNs.
• PCN Management: Authorize the cancellation of PCNs and process refunds, ensuring decisions are fair and protect council income.
• Fraud Prevention: Identify and investigate potential fraud related to parking permits and PCNs.
• Continuous Improvement: Suggest and support improvements to services and processes.

• Knowledge of parking and traffic legislation.
• Experience handling complex written inquiries in a regulatory setting.
• Strong communication skills for liaising with customers and external bodies (e.g.,
  London Tribunals
  , Enforcement Agents
  ).
• Excellent customer service and decision-making abilities.

• Experience in parking enforcement or related regulatory fields.