Location: Ealing (Hybrid / Office-based - up to 5 days per week, workload dependent)
Contract: 3 months ( strong likelihood of extension)
Start Date: ASAP
Interviews: ASAP
Pay Rates*£20.96 per hour (PAYE)
*£27.33 per hour (Umbrella)
About the RoleEaling Council is seeking an experienced Parking Appeals & Processing Officer to support the Business Processing Manager in delivering a high-performing parking administration service.
This is a hands-on, legislation-driven role focused on parking appeals, statutory compliance, complex customer correspondence, and professional representation at London Tribunals.
Post subject to safer recruitment practices - DBS required.
Key Responsibilities* Prepare and present appeal cases to London Tribunals, including evidence collation and attendance at hearings
* Assess and respond to PCN representations, applying discretion in line with legislation and Council policy
* Update PCN and permit cases on parking systems; produce accurate Excel-based reports and statistics
* Handle PCN and permit enquiries by phone, email and post, including complaints and MP / Member enquiries
* Support special projects such as Controlled Parking Zones and website content updates
* Stay up to date with parking legislation and embed changes into daily practice
* Assist with training and induction of new team members
* Liaise with internal and external stakeholders: London Tribunals, DVLA, Police, bailiffs & Legal Services
* Process non-automated permits, refunds, cancellations and debt registrations
* Manage challenging and confrontational situations with professionalism and empathy
* Work flexibly, including evenings, weekends and across borough sites when required
Key Performance Indicators* High first-contact resolution for PCN & permit enquiries
* Consistent achievement of statutory deadlines and SLAs
* Strong outcomes and quality in appeal submissions
* Reduction in repeat correspondence
* Customer complaints resolved within agreed timescales
Essential Experience, Skills & Knowledge(All criteria must be addressed in application)
*Solid working knowledge of parking legislation, codes of practice and council policies
*Proven experience preparing appeal submissions for London Tribunals or Court
*Strong background responding to complex written correspondence and complaints
*Confident representing the Council at appeal hearings
*Excellent IT skills: MS Word, Excel and parking administration systems
*Ability to prioritise workloads and perform under pressure
*Experience handling difficult or confrontational customers
*Strong research, reporting and analytical skills
*Clear, fair and professional written and verbal communication
*Understanding of Equal Opportunities, public-sector values and customer service standards
*Full professional fluency in spoken and written English
Essential Qualifications*Prior experience within Parking Services (ideally large, multi-functional organisations)
*Evidence of continuous professional development
*GCSE English & Maths (Grades A-C or equivalent)
Desirable Experience*Responding to PCN-related emails and escalated complaints
*Hands-on processing of PCN representations
*Excellent attendance and timekeeping






















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