Role Purpose
The Parking Representations and Appeals Officer plays a key role in reviewing and responding to Representations and Appeals and in so doing making decisions required by the PCN recovery process in accordance with Statutory requirements and defined Guidelines. The role is required to work collaboratively across the range of service areas that make up the Parking Enforcement Service and in order to ensure that all decisions are robust and fully supported with evidence regular liaison is required across the various parking service providers/contractors.
The role will involve reviewing appeals to ensure a robust evidence to defend the Councils position at Parking Adjudications is submitted to ensure that the Council achieves effective outcomes. A key element of the role is to ensure a consistency of approach and to ensure fair and appropriate consideration is given to all correspondence and where appropriate using discretion in accordance with defined Council Policy and process.
The Parking Representations and Appeals Officer will:
1. Respond to Representations and Appeals and evaluate and make operational decisions required by the PCN recovery process in accordance with Statutory requirements and the Guidelines outlined by the Council.
2. Undertake reviews of Formal Representations received in respect to PCNs including determining whether to accept or reject a representation having considered all information provided, including where appropriate using discretion within set parameters in making such decisions and where necessary seeking guidance from the line manager.
3. Ensure that the IT system is updated accurately to reflect the decision including adding appropriate notes to the case and updating the system in terms of progressing the case to the correct progression path.
4. On receipt of Appeals from ETA carry out a thorough review to determine whether the case should be contested in accordance with the services defined guidelines. Advise accordingly if the decision is not to contest and where it is determined appropriate to contest, review evidence packs to ensure they take account of all information provided and evidence recorded on the IT system and through other appropriate sources to ensure the submission of a detailed evidence pack which will robustly support the case. Ensure the pack is submitted with all required information in accordance with required timescales.
5. As part of continuous development, attend ETA Appeals as occasionally directed by the line manager to support the case and respond to any clarifications from the adjudicators and to develop confidence in this area of work.
6. On receipt of the ETA Appeal outcomes, review the case and take appropriate actions based on the outcome and directions of the adjudicators. Update the IT system accordingly.
7. Prepare and maintain a system of accurately recording all ETA Appeal outcomes and actions arising and ensure that regular reports are provided to the line manager, including identification of recommended remedial actions which will assist in improving future outcomes.
8. Keep the line manager and other officers/parties fully aware of monitoring activity and in particular any identified non-performance and those that impact on contract KPIs so that the contract monitoring officer can take appropriate actions.
9. Provide appropriate information to assist the line managers in effective liaison and co-ordination between the various Service providers and other teams, services and appropriate outside Agencies and Bodies to facilitate efficient working and compliance with regulatory requirements and best practice.
10. Supply monitoring information to line managers to assist them in identifying trends, issues, and service gaps requiring consideration, identifying suitable solutions to problem areas.
11. Ensure consistency and quality of the responses in accordance with Council Policy and Procedure.
12. Assist the line manager where necessary in responding to correspondence and complaints relating to the parking service from internal and external sources including Councillors and assisting with Freedom of Information requests in a timely manner.
13. Identify any issues relating to problems identified with the parking infrastructure including Traffic Management Orders (TMOs), Parkmap accuracy, and signs and lines defects. Carry out investigations as directed by the line manager to assist in resolving discrepancies identified.
14. Ensure effective liaison with other colleagues, departments, services, and appropriate outside agencies to facilitate efficient working.
15. Promote continuous improvement and best value in the work of the section and to the service.
16. Maintain an awareness of outside developments and trends affecting the work of the team and alert the Line Manager with suggestions on making appropriate adjustments to provide improved mechanisms for the development, delivery, monitoring, and review of service and performance.
17. Take responsibility for the provision of a quality service and for ensuring compliance with Statutory processes including appropriate compliance with quality assurance process/systems within the specific work area.
18. Contribute towards the communication processes within the team and the various Service Providers teams are efficient, timely, and responsive.
19. Ensure that customer care is maintained to the agreed standards according to the Council’s values.
20. Ensure that a high level of confidentiality is maintained in all aspects of work.
21. Be aware of changes in legislation, statutory guidance, and decisions which may impact the Parking service, including identifying changes which will be necessary in order to maintain ongoing compliance.
22. Deliver the council’s commitment to equality of opportunity in the provision of services. All staff are expected to promote equality in the workplace and in the services the council delivers.
23. Proactively identify issues which adversely impact the delivery of the outcomes required by the contract specifications, SLA’s, and OLA’s while supporting the delivery partners/contractors to deliver and innovate as well as improve services.
24. Support the Infrastructure and Parking Manager and the Parking Operations Manager as required.
If you are interested in this role, please do reach out to me via email or telephone!
amberrayment@carringtonblakerecruitment.com
020 753 766 07
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