Location: Ealing (Hybrid / Office-based - up to 5 days per week, workload dependent)
Contract: 3 months ( strong likelihood of extension)
Start Date: ASAP
Interviews: ASAP

Pay Rates

• £20.96 per hour (PAYE)
• £27.33 per hour (Umbrella)

About the Role

Ealing Council is seeking an experienced Parking Appeals & Processing Officer to support the Business Processing Manager in delivering a high-performing parking administration service.

This is a hands-on, legislation-driven role focused on parking appeals, statutory compliance, complex customer correspondence, and professional representation at London Tribunals.

Post subject to safer recruitment practices - DBS required.

Key Responsibilities

• Prepare and present appeal cases to London Tribunals, including evidence collation and attendance at hearings
• Assess and respond to PCN representations, applying discretion in line with legislation and Council policy
• Update PCN and permit cases on parking systems; produce accurate Excel-based reports and statistics
• Handle PCN and permit enquiries by phone, email and post, including complaints and MP / Member enquiries
• Support special projects such as Controlled Parking Zones and website content updates
• Stay up to date with parking legislation and embed changes into daily practice
• Assist with training and induction of new team members
• Liaise with internal and external stakeholders: London Tribunals, DVLA, Police, bailiffs & Legal Services
• Process non-automated permits, refunds, cancellations and debt registrations
• Manage challenging and confrontational situations with professionalism and empathy
• Work flexibly, including evenings, weekends and across borough sites when required

Key Performance Indicators

• High first-contact resolution for PCN & permit enquiries
• Consistent achievement of statutory deadlines and SLAs
• Strong outcomes and quality in appeal submissions
• Reduction in repeat correspondence
• Customer complaints resolved within agreed timescales

Essential Experience, Skills & Knowledge

(All criteria must be addressed in application)

• Solid working knowledge of parking legislation, codes of practice and council policies
• Proven experience preparing appeal submissions for London Tribunals or Court
• Strong background responding to complex written correspondence and complaints
• Confident representing the Council at appeal hearings
• Excellent IT skills: MS Word, Excel and parking administration systems
• Ability to prioritise workloads and perform under pressure
• Experience handling difficult or confrontational customers
• Strong research, reporting and analytical skills
• Clear, fair and professional written and verbal communication
• Understanding of Equal Opportunities, public-sector values and customer service standards
• Full professional fluency in spoken and written English

Essential Qualifications

• Prior experience within Parking Services (ideally large, multi-functional organisations)
• Evidence of continuous professional development
• GCSE English & Maths (Grades A-C or equivalent)

Desirable Experience

• Responding to PCN-related emails and escalated complaints
• Hands-on processing of PCN representations
• Excellent attendance and timekeeping

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