Parking Representation Officer – AR

Job Details

Job Description: Parking Representations Officer

Role Overview

Responsible for investigating and resolving disputes relating to Penalty Charge Notices (PCNs), Fixed Penalty Notices (FPNs), and vehicle removals. Ensures all decisions are made in line with legislation, council policies, and evidence, while delivering high-quality written responses within strict deadlines.

🔍 Key Responsibilities

  • Investigate and assess challenges, representations, and appeals against PCNs and FPNs
  • Review evidence including CCTV footage, officer notes, permits, and system records
  • Make fair, consistent decisions based on legislation and council policy
  • Draft clear, professional responses to customers using plain English
  • Manage a high-volume caseload and meet daily productivity and quality targets
  • Handle complex cases including transfer of liability, refunds, and payment disputes
  • Process charge certificates, witness statements, and court-related documentation
  • Liaise with courts, debt recovery agents, and internal departments to resolve cases
  • Respond to customer enquiries, including sensitive or escalated complaints
  • Maintain accurate records and case files using internal systems and databases
  • Identify errors or non-compliance issues and escalate where necessary

⚖️ Appeals & Advanced Responsibilities (Senior Level)

  • Prepare and submit evidence packs for tribunal appeals
  • Represent the organisation at hearings where required
  • Provide guidance on complex cases to colleagues
  • Support training and mentoring of new staff
  • Assist with legal proceedings and court cases when necessary
  • Authorise cancellations and refunds in line with policy

🧠 Key Skills & Competencies

  • Strong analytical and decision-making skills
  • Excellent written communication (clear, concise, and professional)
  • Ability to interpret and apply legislation and policy
  • High attention to detail and accuracy
  • Effective time management and ability to meet tight deadlines
  • Experience working in a target-driven, high-volume environment
  • Confident handling challenging or sensitive customer interactions
  • Proficient in Microsoft Office and case management systems

🎯 Experience & Knowledge

  • Experience working within parking services, enforcement, or a similar regulatory environment
  • Knowledge of PCN processes, appeals procedures, and relevant legislation
  • Experience investigating cases and making evidence-based decisions
  • Familiarity with systems such as Liberator or similar databases (desirable)