Appeals Monitoring Officer

Would you like to be a part of The London Borough of Hounslow, whose diverse workforce are committed to making a positive difference for our residents and visitors by ensuring the quality of our services are maintained to a high standard?

Hounslow Council is an outstanding council serving an outstanding borough. With brilliant, visionary leadership, a dynamic Cabinet and a can-do culture, we’ve built strong partnerships across the borough which have transformed how we serve one of London’s most diverse boroughs.  Hounslow is the world in one place, full of potential, but a borough hit hard -socially and economically -by Covid-19. We have stepped up for our residents and businesses like never before.

About The Role:

We are urgently looking to recruit  to one fixed-term 6 month contract for Appeals and Monitoring Officer to sit within the Council’s Parking Team, with the possibility of further six month extension subject to satisfactory performance and work volumes. 

If successful your duties will include responding to Penalty Charge Notice (PCN) correspondence, deciding on motorist appeals, dealing with emails, telephone calls, refunds, complaints, court & bailiff work and the collection of contract monitoring data.

You will be working 36 hours over a five day week (Mon-Fri). Once you have completed initial training and subject to agreement with your line manager, you will be able to choose your own work hours between 7am-7pm Monday to Friday, working one day a week until 5pm on a rota to cover the phones.

Key Responsibilities

1. To investigate all communications in respect of the statutory process received against disputed PCNs, critically assessing outcomes in line with agreed procedures and council policies, before responding to the motorist with the formal decision.
2. To ensure that daily quality and quantity performance standards as set by the team leader are met or exceeded, and that letters are accurate and conform to relevant quality, policy and legislative standards.
3. To provide the highest level of customer care as the first point on contact for teams dealing with all aspects of parking including complex and contentious cases.
4. To liaise with the Traffic Enforcement Centre, County Courts and Legal Services, to deal with Witness Statements/Statutory Declarations promptly, ensuring that relevant policies and procedures are maintained and followed.
5. To deal with other duties as required, including requesting refunds, responding to emails and occasional phone calls in order to ensure the smooth running of the office.

Your Skills

Please only apply if you are able to demonstrate that you are:

1. Experienced in investigating PCN issues and letter writing
2. Self-motivated with a strong work ethic
3. Flexible in work practices and with a professional ‘can do’ attitude
4. Willing to go the extra mile
5. Computer literate

Essential for The Role

The candidate must be able to demonstrate 6 months experience in a similar role for another local authority.

We value diversity in its broadest sense. We're committed to creating an inclusive culture where everyone is able to be themselves, give of their best and reach their full potential.  We believe that a diverse workforce helps us to better understand our communities and deliver the best services for our residents. We want to receive applications from all regardless of age, gender identity, disability, marriage or civil partnership, pregnancy or maternity, religion or belief, race or ethnic origin, sex, sexual orientation, transgender status or social economic background. We want to harness the mix and ensure that everybody can apply and be part of our recruitment processes. We will therefore make reasonable adjustments to accommodate our candidates.

This post is considered by the authority to be a customer-facing position; as such it falls within scope of the Code of Practice on English language requirement for public sector workers. The council therefore has a statutory duty under Part 7 of the Immigration Act 2016 to ensure that post holders have a command of spoken English sufficient for the effective performance of the job requirements.

If you would like an informal conversation regarding the position please contact Appeals and Monitoring Team Leader David Coughlan via email david.coughlan@hounslow.gov.uk

Interviews will be held via Microsoft Teams during week commencing 6^th and 7th July 2022

Closing date: 4 July 2022