Description
London Borough of Hackney is looking for talented, ambitious and customer-focused individuals to join our busy Customer Services Parking Disputes Team. Parking is often a contentious issue, which requires a sensitive approach in order to balance competing traffic management demands with expectations of our customers and partners.
Our team receives over 7,000 incoming challenges and representations each month, which have to be considered within timeframes set by the legislation and as recommended by the Secretary of State for Transport. Over the last five years, our service area achieved the highest performance amongst all London Councils, with over 75% of all cases going in the Council’s favour at the London Tribunals. We believe in a first-class customer experience, and we are looking for bright people who can bring our three service promises to life;
– Providing fair outcomes for all our customers – Getting things done right the first time – Simplifying and continually improving our processes
As the PCN Disputes Officer, you will ensure that disputes and appeals relating to penalty charge notices are thoroughly investigated, and that members of the public receive high quality, well drafted responses requiring no secondary correspondence. Your role will require an analytical mind, excellent letter writing and investigative skills, and the ability to make decisions based on clear parking policies.
You will be required to show high standards of customer service at all times, whilst delivering high quality and courteous responses, primarily in writing but also by phone and email. You must understand and have the experience with the legislative powers (Section 6 of the Traffic Management Act 2004) and recognise vulnerable customers to deliver fair and balanced outcomes, ensuring the right balance is struck between local policies and individual customer circumstances.
You will also undergo extensive training delivered by our experts, who will equip you with all the necessary knowledge, and subsequently receive a Level 3 NVQ accreditation if you are successful in your probation period.
We offer a range of benefits including:
– Generous holiday allowance (28 days per year, rising to 33 after 5 years of local government service) – Unrivalled pension scheme – Flexible working options (family friendly policy) – Hybrid working – A comprehensive training and development – A range of discounts, including subsidised gym membership – Access to financial and season ticket travel loans – Health and wellbeing benefits