Appeals and Representations Officer

About the role

We are seeking two dedicated Appeals and Representations Officers to join Southwark Council’s Parking Services & Network Management team. In this role you will assess and resolve formal and informal representations, appeals and complaints relating to Penalty Charge Notices, permits and parking suspensions, ensuring decisions are fair, legally sound and delivered within statutory timescales.

Key responsibilities

• Investigate and respond to parking‑related correspondence in line with council procedures, KPIs and statutory guidelines.
• Prepare case files and present evidence at adjudication hearings before the Environment and Traffic Adjudicators (London Tribunals).
• Review and manage parking permit and suspension applications, meeting set deadlines.
• Handle inbound calls and emails within a specialist parking customer‑service environment.
• Identify trends in complaints, provide feedback to management and recommend process improvements.
• Authorise cancellations and refunds according to council policy.
• Support compliance with enforcement standards and flag non‑compliance issues.
• Provide guidance on legislation and complex cases to colleagues and the public.

Required profile

• Proven experience in parking enforcement, appeals and representations.
• Strong knowledge of parking and traffic legislation and statutory guidance.
• Confident in preparing evidence and attending adjudication hearings.
• Excellent written communication with high attention to detail.
• Ability to manage a high‑volume workload, meet deadlines and handle challenging enquiries professionally.

Required skills

• Familiarity with parking management systems such as Taranto, Response Master and Polaris.