Location
London Borough of Hackney, London

Hours
This post requires regular shift working between 08:00 am and 9:00 pm, 7 days a week on a 5-day working week pattern, which may include public holidays. The working day consists of 7.2 hours plus 1 hour for lunch. The current rota operates on a 4-week pattern, offering the benefit of 4 consecutive days off every 4 weeks. Working patterns and rotas are subject to regular review and change. Shifts are allocated fairly and equally on a rota basis with no option to select preferred shifts. This role requires daily attendance in the office and does not offer remote working.

Salary
£35,892 per annum

About the Role
Do you have a passion for delivering excellent customer service, enjoy using your initiative to solve problems, and possess strong communication, administrative, and organisational skills? If so, this is a fantastic opportunity to join the Enforcement Support Team as an Enforcement Support Officer. You will play a pivotal role in the smooth running and organisation of enforcement support duties within Hackney’s newly insourced parking enforcement service.

Hackney is one of Britain’s most dynamic and rapidly changing boroughs, with a strong focus on community and innovation. The Parking Services team is recognised nationally for best practices and performance, including being the number one borough in Penalty Charge Notice (PCN) appeals for two consecutive years. The team also leads on initiatives such as School Streets and Ultra Low Emission Zones.

In this role, you will support various teams within the parking enforcement service, providing a high-quality frontline service to road users, residents, businesses, and visitors. You will often be the first point of contact and will handle a high volume of customer enquiries via telephone, email, and social media. You will assist with managing exemptions, complaints, member enquiries, and reviewing enforcement needs across the borough.

Additional responsibilities include supporting the Enforcement Support team leader with administrative duties such as accurate data recording, preparing documentation and correspondence, processing financial transactions in line with Council policy, arranging meetings, and managing uniforms, ICT equipment, two-way radio communications, and the fleet of vehicles used by the service.

The role requires excellent customer care skills, the ability to manage and de-escalate challenging situations, and strong verbal and written communication skills across diverse customer groups. You must be able to work effectively in a fast-paced, high-pressure environment, demonstrating flexibility and the ability to prioritise workloads to meet tight deadlines. The role also includes front of house reception duties and operates on a rota basis over 7 days (5 working days per week), including Bank Holidays, as parking enforcement is an essential service operating at all times.

Hackney Council values its staff as its most important asset and is committed to creating an inclusive and supportive workplace where everyone can thrive.

Experience
Proven experience in providing excellent administrative support and customer service via telephone, email, and social media. Experience managing high volumes of enquiries and coordinating complaints and member enquiries is essential. Experience working in a fast-paced, high-pressure environment is highly desirable.

About you
• Passionate about delivering outstanding customer service
• Excellent communication skills, both verbal and written, with the ability to engage a diverse customer base
• Highly organised with strong administrative skills
• Able to manage challenging situations and de-escalate conflicts effectively
• Flexible and adaptable with the ability to plan and prioritise workloads efficiently
• Comfortable working on a rota basis including weekends and Bank Holidays
• Able to work well both independently and as part of a team
• Committed to upholding the Council’s values of Purpose and Respect, Ownership, Unity, and Diversity

Qualifications
No specific qualifications are required; however, a positive attitude, willingness to learn, and commitment to providing excellent service are essential. This post is subject to a satisfactory standard DBS check.