Parking Appeals & Processing Officer - PCN

📍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

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

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.

• 🎯 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

• ✅ 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

(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

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

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

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