Parking Dept And Complaints Officer

Job Title: Parking Debt & Complaints Officer

Location: South East London

Rate: £25.96 per hour (Umbrella)

Contract: 3-6 month ongoing contract

Hours: Monday to Friday, 36 hours per week

About the Role

We are seeking an experienced Parking Debt & Complaints Officer to join a busy Local Authority Parking Services and Network Management team. This is a key role in ensuring the delivery of a timely and effective service for parking-related debt, complaints, appeals, and enforcement activity.

Key Responsibilities

• Investigate and respond to parking debt correspondence, service complaints, member enquiries, and late-stage PCN appeals.
• Liaise with the Traffic Enforcement Centre and provide evidence for adjudication hearings and court submissions.
• Reconcile and monitor parking income and Enforcement Agent performance.
• Manage and prioritise caseloads in line with statutory processes, civil procedure rules (CPR 75), and council KPIs.
• Prepare statements of truth, evidence packs, and represent the council at external adjudications.
• Handle inbound customer service queries including permits, suspensions, and PayByPhone services.
• Identify trends, escalate complex issues, and support service improvements.
• Authorise cancellations/refunds of PCNs and uphold complaints when necessary.
• Mentor new staff and provide guidance on complex parking and traffic cases.

Requirements

• Strong knowledge of civil parking and traffic enforcement legislation and adjudication processes.
• Proven experience in customer service, administration, or parking enforcement casework.
• Excellent written and verbal communication skills, with the ability to draft formal correspondence and reports.
• Experience analysing data and using systems to inform investigations and decisions.
• Ability to prioritise workload, work independently, and meet deadlines under pressure.
• Effective interpersonal skills with confidence in diffusing difficult situations.
• Minimum GCSE English and Maths (or equivalent) and/or equivalent experience in enforcement/appeals.

PLEASE NOTE: All applications are monitored and shortlisted candidates will be contacted via phone call or email.