Representations Officer LBS-008

Who You Are

Our Parking Services & Network Management team at Southwark Council is looking for a passionate, dedicated and experienced Appeals and Representations Officer to join our team and help make a real difference.

What the job involves

As an Appeals and Representations Officer, the role requires someone who can investigate and respond to formal and informal representations, appeals, and complaints relating to Penalty Charge Notices (PCNs), permits, and parking suspensions. Using your knowledge of the statutory framework, you will assess evidence and make balanced, legally sound decisions. Key responsibilities include:

• Investigate and respond to parking-related correspondence in line with statutory processes, KPIs, and council procedures
• Prepare cases and present evidence at adjudication hearings with the Environment and Traffic Adjudicators (London Tribunals)
• Review and manage parking permit and suspension applications within set timescales
• Handle calls and emails within a specialist parking customer service environment
• Identify trends in complaints and representations and provide feedback to management
• Authorise cancellations and refunds in accordance with council policy
• Support compliance with enforcement standards and highlight non-compliance issues
• Provide guidance on legislation and complex cases

Skills

• Experience in parking enforcement, appeals, and representations
• Knowledge of parking and traffic legislation
• Confident in preparing evidence
• Excellent communication and writing skills
• Ability to manage a high-volume workload
• Customer-focused approach
• Ability to explain complex regulations
• Experience with Parking systems like Taranto, Response Master, and Polaris