Location
Tooley Street, London

Hours
Full Time (hours not specified)

Salary
£44,937 per annum

About the Role
At Southwark Council, we are committed to creating a fairer, cleaner, and more inclusive borough. Our Environment, Sustainability and Leisure department plays a vital role in delivering Southwark’s priorities around climate change, air quality, and streets for people.

As a Debt and Complaints Officer within the Parking Services and Network Management team, you will help deliver an efficient, fair, and high-quality service to residents and visitors. Your responsibilities will include investigating and responding to complex parking debt cases, complaints, and appeals, often at the later stages of enforcement.

This involves handling correspondence and appeals in line with legislation and council procedures, managing cases referred to the Traffic Enforcement Centre (TEC), liaising with Enforcement Agents, attending adjudication hearings, and preparing case evidence. You will ensure high standards of customer service, helping residents understand outcomes clearly and fairly.

You will also support continuous service improvement by identifying trends and mentoring new team members. This role offers a great opportunity to develop your customer service and case management skills, using your judgement and problem-solving abilities to make fair, balanced decisions that positively impact Southwark’s residents.

Reporting to the Debt and Complaints Manager, there are two positions available: one permanent and one fixed-term contract for two years. The role offers a supportive environment, hybrid working, generous annual leave, and a pension scheme.

Southwark Council is proud to offer a Guaranteed Interview Scheme for current or former Armed Forces members (including Reservists), care leavers or those currently in Local Authority Care, Southwark Council redeployees, and individuals with disabilities or long-term health conditions as defined under the Equality Act 2010. We are passionate about diversity and inclusion, demonstrated through our Southwark Stand Together programme to tackle racial inequality.

Experience
- Experience in parking enforcement, complaints handling, or debt recovery.
- Strong understanding of civil parking and traffic enforcement legislation.

About you
- Excellent written and verbal communication skills.
- Ability to manage competing priorities, meet deadlines, and maintain accuracy under pressure.
- Customer-focused mindset with confidence to handle difficult conversations and resolve issues effectively.
- Organised, resilient, and solution-oriented.

Qualifications
No specific qualifications are stated as mandatory, but relevant experience and knowledge of legislation are essential.