Royal Borough of Kingston upon Thames
Directorate of Place
Job Description
Department:
Parking Services
Job Title:
Notice Processing Officer
Indicative
Grade:
D/E
Post Number: TBC
RELATIONSHIPS
1
RESPONSIBLE TO:
Team Leader, Notice Processing
3
IMPORTANT INTERNAL RELATIONSHIPS
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4
2
MANAGEMENT RESPONSIBILITY
FOR:
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Team Leader (Notice Processing)
Lead Officer, Notice Processing
Lead Officer, Notice Processing - Systems
Parking Services Management Team
Team colleagues
Colleagues from teams and other Council directorate
Relevant administrative support and Contact Centre Staff
IMPORTANT EXTERNAL RELATIONSHIPS
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Members of Public
Parking and Traffic Appeals Service
Traffic Enforcement Centre
Other Boroughs Parking Services Contacts
Notice Processing Software systems(s) suppliers
Police
Main purpose of job
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To assist the Notice Processing Team Leader and both Lead Officers, Notice
Processing in ensuring parking administration is carried out efficiently and
effectively within prescribed timescales
KEY ACCOUNTABILITIES
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Providing Advice and information on Parking Legislation - provide advice
and information to a wide range of customers, by writing, email,
occasionally face to face and by phone, in respect of parking legislation,
related regulations and council policies
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Dealing with Incoming Correspondence at all levels & Phone Calls - Close
returned cases as necessary.
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Dealing with Challenges & Representations – consider, exercise permitted
discretion, decide on, respond to and take follow-up actions on objections
and statutory representations made in connection to Penalty Charge
Notices. Do this in keeping with legislation relevant to parking and traffic
enforcement and council policies.
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Preparing & Submitting Appeals – Collate evidence and prepare appeals
submissions within specified timescales for hearings at the Parking and
Traffic Appeals Service (PATAS), in accordance with legislation relevant to
parking and Council policies as well as logging and updating cases.
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Preparing & Submitting Witness Statements and late Witness statements –
Collate and prepare submissions within specified timescales for cases at
the Traffic Enforcement Centre and also local County Courts, in accordance
with legislation relevant to parking and Council policies as well as logging
and updating cases.
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Writing & sending letters and other correspondence – Write letters, memos
and email explaining parking legislation and procedures effectively to a
wide range of customers and their representatives.
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Maintaining Records – and filing systems to ensure the integrity of case
records and audit trails, and the speedy and accurate retrieval of
information to support the smooth running of the section.
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Integrating legislative changes into work practices – take timely account of
changes in parking and traffic enforcement and associated legislation and
adapt work processes to their requirements.
OTHER DUTIES:
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Negotiating and monitoring instalment payment plans – Negotiate, agree
and implement instalment payment plans with customers who are
experiencing financial difficulty, taking account of their specific
circumstances in each case. Keep up to date with the key issues in debt
management and welfare rights to support this role. Monitor the progress of
all such instalment plans, taking remedial actions as necessary.
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Interrogating the Notice Processing & other Computer Systems – be fully
conversant with the notice processing IT system(s), and use to investigate
cases under review. Interrogate and update the refunds system, the Isis
system, and the Parking Permits database.
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Telephone Enquiries – deal with a variety of telephone calls from a wide
range of customers and their representatives, often in tense and delicate
situations. Explain parking legislation and procedures clearly, simply and
sympathetically to a wide range of people. Update computer records
accordingly to maintain reliable and robust case histories.
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Authorising Cancellations – of PCNs where individual cases warrant.
Maintain relevant records that establish and support the continuity of robust
audit trails and systems integrity in respect of such cancellations.
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Working flexibly - Work flexible hours, including evenings & weekends, and
at different sites within the boroughs to meet service delivery needs and
maintain continuity & quality of service.
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Consulting & liaising with internal and external bodies - Consult with other
departments, local authorities, police, PATAS and other bodies on matters
related to the area of responsibility.
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Consulting & Liaising - with colleagues across the department to achieve
solutions to queries, resolve anomalies and take remedial actions.
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Consulting & Liaising - with bailiff companies to achieve solutions to
queries, resolve anomalies and take remedial actions.
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Preparing data for Debt Registration – prepare & issue data for debt
registration and applications for warrant registrations required by the bailiff
contractors. Monitoring the Councils bailiff code of conduct in relation to
work carried out by appointed contracts
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Attending PATAS meetings – attend monitoring groups and other
associated meetings at PATAS as directed.
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Representing the Council at Appeal Hearings – attend appeal hearings and
give evidence on behalf of the Council as necessary.
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Compiling and sending Debt case files – compile case files, summaries and
correspondence for all types of debt registration, warrant and bailiff related
processes, including responses to solicitors and other legal challenges.
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Dealing with Witness Statements – Dealing with both in & out-of-time
Witness Statements received by the Council and initiate any further action
required
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Assisting with preparation for Court Hearings – Assist the Notice
Processing Team Leader and both Lead Officers to prepare Council
submissions for court hearings as required
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Other Duties - carry out other duties and responsibilities of a similar
technical and administrative nature and at a similar level of responsibility to
those described in this job description, which may be allocated from time to
time to meet service delivery needs
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Ensuring Service Excellence - To ensure achievement of service
excellence, carry out all duties in keeping with relevant legislation and
council policies in respect of health & safety at work, data protection,
human rights, equal opportunities, staff code of conduct, customer service
policy and dress code.
ROYAL BOROUGH OF KINGSTON UPON THAMES
- an equal opportunities employer
PERSON SPECIFICATION
Job Title: Notice Processing Officer
Post No: TBC
Indicative Grade: D/E
Essential
Skills,
experience
and other
knowledge
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Experience of working within Parking
Services ideally in a large multifunctional organisation
To have a working knowledge and
understanding of parking legislation,
codes of practice, and policies and the
ability to use this knowledge effectively
to maximum benefit of the Council.
Working in an office based customer
led environment.
Ability to respond to written enquiries
and complaints
Understanding of IT systems
associated with a Parking
Administration team, including
Microsoft applications, such as MS
Office (Word & Excel).
Prioritise work and meet deadlines
whilst working under pressure
Develop and acquire new skills and
knowledge and to be responsible for
own personal development
Resolve difficult and confrontational
situations involving public
dissatisfaction with an aspect of
parking policies or practices.
Consult with other departments, Local
Authorities, Police, DVLA and PATAS
Understanding of the Council’s equal
opportunities policy and an
appreciation of equal opportunities in
the workplace, including the effect
upon the delivery of services to
members of the public
Excellent communication skills and the
ability to be concise, clear and fair
Desirable
when explaining set legislation,
Council policy and practices to the
general public.
It may be necessary to work outside
normal offices hours in the interest of
service provision.
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Other
Requirements:
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Has a strong commitment to following
our Six Steps to working as One
Council:
1. Recognise the need to
continually learn and adapt.
2. We willingly share our
knowledge and learning with
others
3. We work collaboratively across
teams, services and partner
organisations
4. Looks for ways of improving
what we do and how we do it
5. We are comfortable with new
technology and modern methods
of working
6. We are determined to make a
difference to the lives of our
customers
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Has a strong commitment to following
our Six Steps to delivering our Customer
Commitment:
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We go out of our way to get it
right first time
 We listen, understand and
deliver
 We respond positively and
politely
 We respect each customer as
an individual
 We take responsibility for the
customer’s issue or problem
 We work as a team to deliver
the solution