Representations and Appeals Supervisor

We are looking for an experienced and motivated Representations and Appeals Supervisor to lead our busy Parking Services Representations and Appeals team.
In this key supervisory role, you will directly manage a team responsible for processing representations, appeals and related correspondence for Penalty Charge Notices (PCNs), ensuring decisions are compliant with legislation, guidance and Council policy. You will play a crucial role in delivering a customer-focused service that puts residents first, while meeting statutory timescales and performance targets.
You will also support the Parking Business Processing Manager with service monitoring, performance management, quality assurance and workflow planning, and will deputise when required., Manage, motivate and develop a team of Representations and Appeals Officers
- Ensure PCNs are enforced correctly and in line with legislation and statutory guidance
- Oversee responses to representations, appeals and correspondence, including complex cases
- Review and manage London Tribunals appeals, submissions and decisions
- Respond to FOIs, Subject Access Requests, Member Enquiries, complaints and service requests
- Carry out high-level investigations into PCN cases and recommend appropriate outcomes
- Monitor quality, compliance and performance across the team
- Establish and review cancellation, waiver and write-off criteria for PCN debt
- Provide expert advice to customers, colleagues and stakeholders on the appeals process
- Work flexibly to respond to fluctuating workloads and operational demands

You will be an experienced parking professional with strong technical knowledge of PCN processing and appeals, combined with the ability to lead and support others in a fast-paced environment.
You will have:

- Proven experience of processing PCNs, representations and appeals
- Strong knowledge of relevant parking legislation and statutory processes
- Experience using PCN case management systems
- Excellent written communication skills and the ability to produce high-quality correspondence
- The ability to manage high volumes of work accurately and to tight deadlines
- Confidence dealing with complex cases, customers and stakeholders
- Strong ICT skills, including Microsoft Word, Excel and Office 365
- A collaborative and proactive leadership style

Desirable experience includes:

- Responding to FOIs, SARs and Member Enquiries
- Supervisory or management experience
- Experience working in a local authority parking service, Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to .

We do not see your name or title when shortlisting your application. This is one of many initiatives to build a more talented and diverse workforce. However, if you put your name on your CV or Statement it will be visible to us. For this reason, we ask that you do not include your name on these documents. Please note it is your responses to the Essential/Desirable criteria, as detailed in the Job Description and Person Specification which is available on the job advert, that will determine if you are shortlisted for an interview, therefore we encourage you to always address the essential and desirable criteria in your application/CV.

Please read carefully the role profile and the person specification to ensure you meet the requirements of the role before commencing your application. We understand the benefits of using AI in the workplace and helping us complete some work tasks more efficiently. AI tools lack the authenticity and ability to showcase a candidate's breadth of knowledge, skills and experience. We ask that you complete your application using your own words and experiences.
We are passionate about our people and how we deliver services to our community in Enfield. That's why we encourage a culture that puts our customers at the heart of everything we do - by empowering our people to work together to find solutions, be open, honest and respectful, take responsibility and listen and learn. If you value these behaviours too, we'd love to hear from you - and of course we are always happy to talk flexible working, click here to find out more.
Why it's great to work for Enfield Council:

- An excellent pension through the Local Government Pension Scheme (LGPS).
- Up to 32 days annual leave depending on grade and length of service. You will also get eight public holidays per year and an extra day off at Christmas.
- A blend of remote and office based working for most roles.
- Interest free season ticket loan repayable over three or ten months.
- Career development and learning experiences from a range of training courses and learning methods.
- Employee Assistance Programme to provide advice and counselling services. This is a free and confidential service available to staff and members of their family.
- Health and leisure discounts and tax-free bikes for work.
- 1 month's paid sabbatical for registered Social Workers working in Children's Social Care.