Location
Hillman St, London

Hours
Full Time - 36 hours per week

Salary
£40,404 - £41,637 per annum

About the Role
London Borough of Hackney is seeking talented, ambitious, and customer-focused individuals to join our busy Customer Services Parking Disputes Team. Parking is often a contentious issue requiring a sensitive approach to balance traffic management demands with customer and partner expectations. Our team handles over 8,000 incoming challenges and representations each month, all processed within strict legislative timeframes. Over the last five years, our service area has achieved the highest performance among all London Councils, with over 76% of cases decided in the Council’s favour at the London Tribunals.

As a PCN Disputes Officer, you will thoroughly investigate disputes and appeals relating to penalty charge notices, ensuring members of the public receive high-quality, well-drafted responses. The role demands an analytical mind, excellent letter writing and investigative skills, and the ability to make decisions based on clear parking policies and guidelines.

You will provide high standards of customer service at all times, delivering courteous and balanced responses primarily in writing, but also by phone and email. This includes recognising vulnerable customers and ensuring fair outcomes that balance local policies with individual circumstances.

Extensive in-house training will be provided by our experts, equipping you with the necessary knowledge, followed by the requirement to obtain Level 3 NVQ accreditation.

About Us
Parking plays a vital role in making Hackney one of London’s best places to live and work, with transport sustainability at the heart of our policies. We pride ourselves on our achievements and our people, making Hackney Council one of the best employers in the capital.

We offer a stimulating, fast-moving, and supportive work environment, providing opportunities to develop your skills within a high-profile organisation. Our benefits include generous holiday allowance (28 days rising to 33 after 5 years), an unrivalled pension scheme, flexible working options, ability to work from home, comprehensive training and development, a range of discounts including subsidised gym membership, financial and season ticket travel loans, and health and wellbeing benefits.

We are a disability confident employer and strong promoters of inclusive leadership, welcoming diversity and flexible working arrangements.

Experience
Experience in customer service or dispute resolution is advantageous. Strong investigative and analytical skills are essential. Ability to handle sensitive and contentious issues with tact and professionalism.

About you
Customer-focused with excellent communication skills, both written and verbal. Ability to deliver fair and balanced outcomes while maintaining high standards of service. Comfortable working within clear policies and guidelines and able to recognise and support vulnerable customers. Ambitious, proactive, and inclusive with a commitment to continuous improvement.

Qualifications
No specific qualifications are required to apply; however, successful candidates will be expected to complete extensive in-house training and obtain Level 3 NVQ accreditation as part of the role.