Parking Appeals & Processing Officer - PCN

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Location: Ealing (Hybrid / Office-based - up to 5 days per week, workload dependent) Contract: 3 months ( strong likelihood of extension) Start Date: ASAP Interviews: ASAP

Pay Rates\n

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• £20.96 per hour (PAYE)
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• £27.33 per hour (Umbrella)
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About the Role\n

Ealing Council is seeking an experienced Parking Appeals & Processing Officer to support the Business Processing Manager in delivering a high-performing parking administration service.

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This is a hands-on, legislation-driven role focused on parking appeals, statutory compliance, complex customer correspondence, and professional representation at London Tribunals.

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Post subject to safer recruitment practices - DBS required.

Key Responsibilities\n

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• Prepare and present appeal cases to London Tribunals, including evidence collation and attendance at hearings
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• Assess and respond to PCN representations, applying discretion in line with legislation and Council policy
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• Update PCN and permit cases on parking systems; produce accurate Excel-based reports and statistics
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• Handle PCN and permit enquiries by phone, email and post, including complaints and MP / Member enquiries
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• Support special projects such as Controlled Parking Zones and website content updates
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• Stay up to date with parking legislation and embed changes into daily practice
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• Assist with training and induction of new team members
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• Liaise with internal and external stakeholders: London Tribunals, DVLA, Police, bailiffs & Legal Services
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• Process non-automated permits, refunds, cancellations and debt registrations
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• Manage challenging and confrontational situations with professionalism and empathy
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• Work flexibly, including evenings, weekends and across borough sites when required
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Key Performance Indicators\n

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• High first-contact resolution for PCN & permit enquiries
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• Consistent achievement of statutory deadlines and SLAs
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• Strong outcomes and quality in appeal submissions
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• Reduction in repeat correspondence
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• Customer complaints resolved within agreed timescales
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Essential Experience, Skills & Knowledge\n

(All criteria must be addressed in application)

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• Solid working knowledge of parking legislation, codes of practice and council policies
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• Proven experience preparing appeal submissions for London Tribunals or Court
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• Strong background responding to complex written correspondence and complaints
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• Confident representing the Council at appeal hearings
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• Excellent IT skills: MS Word, Excel and parking administration systems
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• Ability to prioritise workloads and perform under pressure
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• Experience handling difficult or confrontational customers
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• Strong research, reporting and analytical skills
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• Clear, fair and professional written and verbal communication
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• Understanding of Equal Opportunities, public-sector values and customer service standards
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• Full professional fluency in spoken and written English
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Essential Qualifications\n

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• Prior experience within Parking Services (ideally large, multi-functional organisations)
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• Evidence of continuous professional development
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• GCSE English & Maths (Grades A-C or equivalent)
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Desirable Experience\n

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• Responding to PCN-related emails and escalated complaints
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• Hands-on processing of PCN representations
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• Excellent attendance and timekeeping
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Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

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By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explains how we will use your information - please copy and paste the following link in to your browser

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