Representations Officer LBS-007A

Job Description

Job Category : Environmental Services
Location : 160 Tooley Street, Southwark Council
Hours Per Week : 36.00
Start Date : Immediate Start
Start Time : 08:45
End Time : 17:00
Salary: £17.90
Must have 6 months (or more) experience in dealing with Formal Representations and/or informal appeal against the PCN (issued within London). Full understanding of TMA 2004 & RTA 1991 is required.
Responsibilities

1. To strive to achieve excellent dispute resolution service and customer service.
2. To develop a sense of pride, passion, and a ‘can-do attitude, reduce the number of complex investigations being completed and focus staff on providing services right the first time.
3. To investigate and draft responses to complex complaints & appeals made against Penalty Charge Notices (PCN) at all stages of the Statutory process, including representations and debt recovery (County Court action).
4. To interview the complainant and conduct home or site visits where necessary.
5. To provide excellent customer services over the phone and emails while dealing with PCN, parking or permit enquiries.
6. Ensure all permit applications, including bay suspensions and vehicle dispensations, are processed within the deadline.
7. To learn lessons from complaints/appeals and, in conjunction with the parking services management team, implement changes that result in improved service delivery across the parking service and work with senior managers to ensure these changes are implemented.
8. Implement the Council’s compensation policy to make compensation awards early on in the procedure, thus minimising costs to the Council.
9. Provide specialist advice and assistance to departmental officers on applying the Council’s parking policy.
10. Work with the Team Leader in developing training packages and procedures concerning complaint (representations & appeals) handling and the compensation policy.

Knowledge, including educational qualifications:
Demonstrate knowledge of parking enforcement including the relevant act and statutory instruments
Evidence of having dealt with members and the public directly

Experience:
Working in the parking industry
Working in the parking back office
In dealing with parking representations

Aptitudes, Skills & Competencies:
Evidence of ability to respond to customers & senior members of staff over the phone, by email and in writing (by post)
Ability to design, develop, implement, deliver and maintain activity reports for senior managers, statutory and other bodies as necessary