PCN Appeals Officer

Summary: The PCN Appeals Officer role involves processing and responding to appeals against Penalty Charge Notices (PCNs) within the Parking and Traffic Enforcement team. The position requires making lawful decisions, preparing evidence for appeals, and providing customer support while ensuring compliance with Council policies. The officer will also engage in debt recovery processes and contribute to service improvements. This is a temporary, full-time position based in Wembley, Greater London.

Key Responsibilities:

• Assess and respond to statutory appeals and correspondence relating to PCNs issued for parking, bus lane, and moving traffic violations.
• Make lawful, evidence-based decisions to uphold or cancel PCNs, aligned with Council policy and legislation.
• Prepare appeal evidence for submission to the Environment and Traffic Adjudicators (ETA) and represent the Council at appeal hearings when required.
• Support debt recovery processes, including bailiff liaison, witness statements, and County Court preparations.
• Provide advice and support via phone, email, and written correspondence to residents, councillors, and external stakeholders.
• Maintain accurate records and case summaries for appeals, complaints, and enquiries.
• Manage standard response templates and ensure consistency and professionalism in communication.
• Advise customers and colleagues on parking and traffic enforcement rules and procedures.
• Liaise with enforcement partners such as the Police, Transport for London, and internal Council departments.
• Undertake project work, support training delivery, and contribute to ongoing service improvements.

Key Skills:

• In-depth understanding of decriminalised parking and moving traffic enforcement legislation and processes.
• High standards of numeracy, literacy, and written communication.
• SO1-level applicants must hold a relevant Notice Processing qualification (WAMITAB Level 3 or City & Guilds Level 3).
• Demonstrable experience in handling high volumes of correspondence.
• Experience processing formal representations and appeals related to parking and traffic enforcement.
• Proven ability to meet performance targets for both quantity and quality.
• SO1-level applicants must have substantial post-qualification experience in Notice Processing.
• Ability to make sound, evidence-based decisions on PCN appeals and communicate them clearly.
• Strong interpersonal skills to manage conflict and sensitive situations with professionalism.
• Excellent organisation and time management, with the ability to prioritise under pressure.
• Confident use of IT systems including databases, word processors, and spreadsheets.
• Strong commitment to customer care, equality, and professional conduct.
• Ability to support and mentor less experienced team members and contribute to training.

Salary (Rate): £19.48

City: Wembley

Country: United Kingdom

Working Arrangements: on-site

IR35 Status: inside IR35

Seniority Level: Mid-Level

Industry: Other