The Role
To manage the council’s team of debt and complaints officers including dealing with all HR issues. To manage the traffic and parking debt including the contractors that supply Enforcement Agent (EA) Services and reporting to the Parking contracts manager.
To manage the parking complaints and members enquires in line with the process and timescales for the effective delivery of customer services. This includes identify themes and trends arising from complaints and share case studies with parking management team.
To lead in all work areas related to the management of council’s traffic and parking debt and contracted EA service providers. This includes writing the EA contract specifications and policy documents, holding monthly performance meeting with the contractors and make recommendations on work allocations based on performance.
About Southwark:
We are the largest local authority social landlord in London, managing 55,000 homes lived in by 40% of Southwark’s residents. We are home to over 18,300 businesses including iconic London venues and social enterprises and we have a young, diverse and growing population.
At Southwark we are committed to making our borough just and fair and are taking positive action to tackle inequalities. Our residents and communities are our greatest asset and the passion we have for Southwark is shared by millions of Londoners who enjoy our outstanding cultural offer, use our hospitals and attend our universities. Our refreshed borough plan and focus on Southwark Stands Together, (which is our work with Southwark’s communities and the council’s staff to tackle racism, injustice and inequality) underpins all that we do.
About you:
Parking and traffic enforcement service are looking to appoint a Parking debt and complaints managers to join our customer focused, creative and forward thinking parking & traffic enforcement management team.
You will be an experienced customer focused team manager who will be managing and developing a team that includes identify training needs for the diverse team of debt and complaints officers.
You will provide a high quality service in terms of managing the council’s complaints and members enquiry related to Parking Services in the provision of evidence to the Parking and Traffic Appeals Service and the Traffic Enforcement Centre, in accordance with the legal framework, Tribunals Rules and Procedures and County Court Civil Procedure Rules (CPR) 75.
You will be managing council’s EA contractors, drafting the contract specifications, policy documents and procedures to reflect policy and legislative performance. Meeting each contractor on monthly basis to discuss their performance and compliance with the KPI. Producing monthly report on financial performance of contractor and make recommendations on split of work between each contractor.
You will undertake the management of debt and complaints officers investigate and make correct decisions in dealing with complaints and correspondence at post debt registration stage of the PCN, up to and including those which have been transferred to the EA.
Benefits and more Information:
https://jobs.southwark.gov.uk/why-us/
Recruitment timetable
Application Closing Date: 11:59 pm on 30th November 2023
Interview Date: 15th December 2023
Guaranteed Interview Scheme
As part of our commitment to inclusion, we offer guaranteed interviews for specific groups of people. To qualify, you'll need to meet the minimum requirements for the role, and identify with one of the below criteria:
- Members of the Armed Forces and veterans
- Are currently in care, or have previously been in care
- If you consider yourself to be disabled or if you have a long-term health condition
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