Parking Department and Complaints Officer

Location: Southwark

One of our client’s is seeking a dedicated and detail-oriented Parking Debt & Complaints Officer to join their Parking and Network Management team. This is a vital role supporting fair and effective parking enforcement, contributing to our Climate Change, Air Quality and Streets for People strategies.

Successful candidate will manage complex parking debt cases, complaints, and late-stage PCN appeals, working closely with Enforcement Agents, the Traffic Enforcement Centre (TEC), courts, contractors, and internal teams to deliver excellent customer service.

🔍 Key Responsibilities

• Investigate and respond to parking debt correspondence, complaints, member enquiries and late-stage PCN appeals

• Prepare and submit documentation to the Traffic Enforcement Centre (TEC) and county courts

• Attend adjudication hearings and prepare proofs of evidence

• Monitor and reconcile parking income and Enforcement Agent performance

• Handle customer enquiries via phone and email in a specialist parking service environment

• Identify trends and escalate complex or recurring issues to management

• Ensure compliance with legislation, KPIs, council procedures and quality standards

• Authorise PCN cancellations and refunds where appropriate

• Support and mentor new staff on parking policies and processes

• Manage your own workload effectively in a fast-paced environment

✅ About You

You will bring strong knowledge of parking enforcement processes with excellent communication and investigation skills.

Essential / Desirable:

✔ Experience in parking enforcement, PCN appeals, or debt recovery (local authority preferred)
✔ Knowledge of civil parking legislation and adjudication processes
✔ Strong written and verbal communication skills
✔ Experience handling formal correspondence and complex casework
✔ Ability to analyse data and use back-office systems
✔ Confident working with contractors and internal stakeholders
✔ Strong customer service and conflict resolution skills
✔ GCSE Maths & English (or equivalent experience)

Please apply now and shortlisted candidate will be contacted