Process Investigation Team PO2

Job Category : Commercial
Location : RIVER PARK HOUSE, London Borough of Haringey
Hours Per Week : 36.00
Start Date : Immediate Start
Start Time : 09:00
End Time : 17:00
Salary: £18.58

To be responsible for a team of staff involved in handling enquiries relating to parking enforcement and subsequent recovery actions from initial informal representations through to Enforcement Agency action. To ensure fair and proportionate responses to enquiries including the statutory representations, while protecting revenue and ensuring adherence to policy and operational guidance.

1. To be responsible for a team of staff dealing with all contact on the parking recovery process, including the statutory representations and appeals.
2. To undertake recruitment and training of frontline staff and manage performance, conduct and absence control.
3. To ensure that all cases are handled sensitively, efficiently, effectively and within established guidelines and timelines.
4. To be a subject matter expert and support and advice frontline staff on case management, building relationships with relevant Council officers as well as with London Councils and London Tribunals to ensure a positive image of the Council.
5. To act as a Parking IT subject matter expert as it applies to the work of the Team, training new staff and ensuring that the team and Council benefits from its offer and that any enhancements required are articulated.
6. To ensure that adjudication packs are robust, and that the Council’s interest is protected at all times.
7. Attending London Tribunal hearings in particular personal hearings, presenting the Council’s case in a clear and concise manner, articulating legal requirements as well as the Council’s position in relation to any mitigation raised.
8. To ensure that any penalty charge notice cancellation is carried out in accordance with operational guidance and ensure that a robust audit trail is available.
9. To supervise the refund of Penalty Charge Notices and Parking Permits, ensure integrity in case management and that opportunity for fraud is minimised.

Knowledge, Qualifications, Skills and Experience
⦁ Experienced in the supervision and training of frontline staff.

⦁ Experience in handling and supervising the handling of large volume casework preferably in a legal or quasi-legal environment.

⦁ Experience of using IT systems to improve processes to ensure high output and consistency and accuracy in the application of policies and procedures.

⦁ Experience in working as part of team to deliver excellent outcomes for residents.

⦁ Experience is drafting responses to complex casework.

⦁ Working knowledge of parking legislation in particular as it applies to statutory representations and appeals.

⦁ Knowledge and understanding of the use of Enforcement Agents in a parking environment, including legislation, and operational practice.

⦁ Excellent written and verbal communication skills and the ability to communicate with a range of stakeholders ranging from Elected Members, Legal representatives and members of the public.
⦁ A positive attitude to work, with the ability to build flexible teams that can respond positively to challenging environments.