Location
London Borough of Hackney

Hours
Full Time (hours not specified)

Salary
£41,739 - £43,014 (2026/27 Salary)

About the Role
London Borough of Hackney is seeking talented, ambitious, and customer-focused individuals to join our busy Parking Appeals and Debt Recovery Team. Parking penalties and subsequent debt recovery actions are often contentious and require a sensitive approach to balance traffic management demands with individual customer circumstances.

Our Debt Recovery and Appeals Team handles over 1300 appeals annually, including appeals to the Environment and Traffic Adjudicators (London Tribunals), Traffic Enforcement Centre witness statements, and debt recovery court hearings. Many appeals and hearings are considered and defended before Independent Adjudicators and, in some cases, Court Judges. Over the last three years, our service has achieved the highest performance among all London local authorities, with 80% of cases decided in the Council’s favour at the Independent Adjudicators Tribunal.

As an Appeals and Debt Recovery Officer, you will consider and make decisions on appeals lodged at the Independent Adjudication Service and, in many cases, the County Court. You will investigate parking-related formal appeals and compile comprehensive evidence packs for hearings at both London Tribunals and Courts. You will ensure clear and compelling evidence is presented to demonstrate the high quality of our parking schemes and maintain our status as the best performing authority in London.

You will need to appreciate the complexities of these cases, work to help motorists close cases at the earliest opportunity, and identify and support vulnerable customers wherever possible. Additionally, you will manage aspects of the council’s contracts with external enforcement providers, such as Enforcement Agents.

High standards of customer service are essential. Extensive training will be provided by our experts, equipping you with the necessary knowledge and a Level 3 NVQ accreditation for the role.

With transport sustainability principles central to our policies, Parking plays a vital role in making Hackney one of London’s best places to live and work. We pride ourselves on our achievements and our people, making us one of the capital’s best employers.

We offer a stimulating, fast-moving, and supportive work environment, giving you the chance to use and develop your skills within a high-profile organisation. Our unrivalled benefits and opportunities support you to give your best at work and achieve a brilliant work-life balance.

Key benefits include:
- Generous holiday allowance (28 days per year, rising to 33 after 5 years of local government service)
- Unrivalled pension scheme
- Flexible working options (family friendly policy)
- Ability to work from home
- Comprehensive training and development
- A range of discounts, including subsidised gym membership
- Access to financial and season travel loans
- Health and wellbeing benefits
- Membership of the Cyclescheme and free pool bikes

We welcome a diversity of talent and are a disability confident employer and strong promoters of inclusive leadership. Our values focus on Purpose and Respect, Ownership, Unity, and Diversity to foster a workplace where all staff and residents feel proud and included.

We operate a fair and open anonymous selection process and do not accept supporting statements or CVs. Applications require competency-based questions to demonstrate your suitability for the role.

Closing date for applications: 25 October 2026
Interview date: Week commencing 9 November 2026

Experience
Experience in handling appeals, debt recovery, or customer service roles is desirable but not explicitly required. A willingness to learn and develop expertise in parking appeals and debt recovery is essential.

About you
You should be customer-focused, sensitive to the complexities of parking and debt recovery cases, and able to balance fairness with enforcement. Strong communication skills, attention to detail, and the ability to manage sensitive cases with empathy are important. You must be committed to delivering high standards of customer service and supporting vulnerable customers.

You should embrace our values of Purpose and Respect, Ownership, Unity, and Diversity, and be motivated to contribute positively to the Council’s goals.

Qualifications
No specific qualifications are required to apply. Extensive training will be provided, including a Level 3 NVQ accreditation for the role.