Representations and Appeals Officer (Grade G)

Location

Tower Hamlets, Greater London | United Kingdom

Job description

Job Category : Facilities & Environmental Services
Location : London Borough of Tower Hamlets, East London
Hours Per Week : 35.00
Start Date : Immediate Start
Start Time : 09:00
End Time : 17:00
Salary: £15.12

Purpose of the job

1. To provide customer facing parking services to the public in respect of the processing of penalty charges and Civil Penalty Notices, including dealing with all enquiries in respect of the issue and processing of such Notices received by the Council in writing to include informal and formal representations together with appeals to the Parking Adjudication Service.
2. To investigate and reply to all correspondence, representations and appeals arising from penalty charges, Civil Penalty Notices and vehicle removals (and wheel clamping). To ensure that all investigations and responses comply with legislative requirements, best practice, Council regulations, internal procedures and service standards.
   Main duties and responsibilities
3. To respond to all informal and formal representations received in relation to Penalty Charges and Civil Penalty Notices issued by the Council and within the time constraints laid down by Council policy and legislation.
4. To respond to all Appeals received from the Parking and Traffic Appeals Service in relation to, either, representations rejected by the Council, or, Orders from the County Court where the case has been referred to the Adjudication Service.
5. To promote customer care and the good external perception of the Council. Ensure that all customers are dealt with sensitively, efficiently and effectively and appropriate provision is made for customers with special needs who might require assistance. Encourage suggestions and comments and deal with complaints.
6. To contribute to the overall development of Parking Services within the Borough.

Job Activities:

1. To Prepare and dispatch standard letters in response to correspondence and/or representations.
2. To investigate standard and non-standard correspondence and representations, decide a course of action and prepare suitable replies, ensuring that non-standard replies are prepared on an individual basis to address the points raised.
3. To appraise correspondence and representations and make decisions regarding the cancellation of Penalty Charges and Civil Penalty Notices and the re-offering of the discount within the guidelines set. Ensure all such decisions are recorded and auditable, in line with procedures.
4. To assist in investigating and replying to queries and complaints from members of the public and other departments in respect of parking matters, by telephone, letter, electronically or in person. Ensure that the best customer care practices are adopted at all times and deal with difficult customers in a tactful and diplomatic manner.
5. To determine and initiate investigations in respect of parking matters as required, including liaison with DVLA, police and enforcement team.
6. To be responsible for ensuring that the computer system is correctly updated in all areas of work under the post-holders control; that all paperwork under the post-holder’s control is dealt with within set time limits and in accordance with procedures.
7. To carry out site visits when required for investigating the more contentious Penalty Charges and Civil Penalty Notices correspondence, representations and appeals received.
8. To be responsible for ensuring records of site inspections are maintained and that all information needed for investigations (maps, records, TMO’s etc) is properly maintained and up to date.
9. To take a pro-active approach to identify possible problems with lines and signs, on-street enforcement, TMO’s, policy issues and civil enforcement officers. Ensure problems are reported through the proper channels.
10. To prepare and collate information for Adjudication cases and Court proceedings. To analyse and prepare written case summaries in accordance with legal and procedural requirements, ensuring comprehensive records of all activities are maintained and regularly updated. To despatch information to the Adjudication service and the appellant, where necessary
11. To attend (when required) personal hearings before the adjudicator at the Parking and Traffic Appeals Services (PATAS) and present the Council’s case.
12. To maintain an awareness of Adjudication decisions, provide feedback on any decisions that may have an impact on the enforcement system in Tower Hamlets to a senior Manager. Make recommendations regarding such decisions as necessary.
13. To provide expert guidance and advice on all aspects of appeals, both within and outside the establishment.
14. To assist in maintaining the existing standard system letters and paragraphs. Identify where new letters and paragraphs may be required and draft new or revised versions for approval by the Senior Manager.
15. To deal with all issues relating to parking in difficult or unusual circumstances or when cases are escalated for decision and action, progress these to a senior Manager where necessary.
16. To identify, assess and maintain records of possible problems with civil enforcement officers. Ensure these are reported through the proper channels.
17. To maintain an awareness of local issues, legislative changes and changes in best practice throughout the industry that may affect the work of the section.
18. To assist in checking that the parking computer hardware/software system is working properly and that best use is made of manual and computer systems within the Section. Identify and suggest enhancements to existing systems as a means of improving efficiency.
19. To provide advice to members of the public in matters related to parking.
20. To assist in the preparation of management information and statistics in respect of Penalty Charges and Civil Penalty Notices as directed and collate information onto spreadsheets when required.
21. To assist with implementing changes to procedures resulting from new legislation and/or best practice.
22. To maintain a comprehensive working knowledge and understanding of the Council’s statutory duties in respect of all aspects of Civil Enforcement.
23. To keep up to date with relevant legislation, Council policies and procedures, financial regulations, best practice and developments within the post holder’s areas of specialist expertise, in order to provide a high quality service.
24. To participate in the Council’s Performance Management Scheme, assisting in the development of realistic standards/targets and ensure these are met within the agreed timescale. Actively participate in schemes leading to team and individual development.
25. To ensure that all duties and responsibilities are performed in accordance with all Council policies and procedures including financial regulations, audit requirements, personnel policies and procedures, as appropriate.
26. To undertake any other duties and responsibilities which may arise from time to time and which are commensurate with the grade of the post and within the capabilities of the post holder.
27. To actively promote and comply with the Council’s Equal Opportunities Policy in the opposition and eradication of all forms of discrimination and to ensure all services are accessible to all users.
28. To fulfil all duties and responsibilities with proper regard to the Council’s Health & Safety Policy and any other relevant legislation in order to ensure a safe working environment for the public, the post holder and other members of staff.

Job tags

Salary