Process Officer in London

About us
Camden is changing on the inside to make life better for everyone. We are not just home to the UK’s fastest growing economy, we are home to the most important conversations happening today. And we are making radical social change a reality, so that nobody gets left behind.

The Team
The Camden Parking Operations team is responsible for enforcing parking regulations and traffic laws within the borough, issuing Penalty Charge Notices (PCNs), on-street and via CCTV, to ensure compliance with regulations and policy objectives to support safe streets and an accessible borough.

The role
In this role you will use your investigative and communication skills to consider and reply to correspondence received at various stages of the statutory appeals process for contesting Penalty Charge Notices (PCNs). You will need to demonstrate your ability to extract and respond to the points made in customer challenges. You will investigate, assess and respond to parking and traffic related enquiries as part of our customer focused team. When full training is completed, you will be able to efficiently process all enquiries relating to moving traffic and parking PCNs, appeals made to the tribunal, parking permits, complaints and service requests from customers and other teams within the service. Comprehensive training is provided to enable you to respond to enquiries in a structured and informative manner through application of legislation, policies and guidelines, with appropriate consideration for exceptional and sensitive circumstances. You will become proactive in engaging with the service to make improvements to our processes and procedures especially for customers interacting with the service. There are various pathways into the different facets of parking and traffic operations, and you will be supported through personal development and training opportunities that are provided to move into other areas within Parking Operations.

Key Responsibilities

• Investigate, analyse and respond to challenges made by customers who are disputing PCNs issued
• Manage your own diverse workload by working independently to reply to enquiries based on set policies and procedures
• Learn, retain and apply knowledge gained to varied scenarios and stages of the statutory appeals process when writing detailed responses
• Prepare and present appeals to independent adjudicators to explain any enforcement action taken
• Engage proactively with the service to enhance customer experience through identifying and improving existing processes and procedures
• Participate in training and development opportunities to expand your knowledge and skills in parking and traffic operations

About you
This role requires you to demonstrate the ability to learn and retain complex information, particularly legislation. You should possess strong decision-making, investigative and analytical skills and have experience applying them to a variety of situations. Excellent attention to detail is essential to ensure accuracy and clarity in all written communication. You must have exceptional grammar and communication skills, enabling you to construct clear and concise correspondence. You should demonstrate a proven ability to work independently and manage a demanding workload with a commitment to delivering a high-quality, customer-focused service. You should be comfortable making fair, evidence-based decisions and explaining them clearly, especially when dealing with challenging or sensitive issues. Finally, you should have a passion to work as part of a collaborative team and an enthusiasm for providing excellent customer service to Camden residents and visitors.

Application Process
To apply for this role please follow the "Apply" link. In the 'Why you?' section of the application you will be required to demonstrate how you meet the role criteria noted in the Job Profile under the "About You" section. You will be required to answer the following questions:
Please tell us about the investigative and analytical skills and experiences you will bring to the role and provide examples.
Why are you interested in this Process Officer role specifically?
Please describe your experience in providing customer service.

Please note that use of Artificial Intelligence (AI) to construct your application is not permitted. If we suspect this, we will reject the application. Shortlisted candidates will be invited for a test which will be checked and scored before interview. The test will be sent by email and will be timed. Those who do not meet the score required to pass the test or fail to return their completed test by the specified time will not be interviewed. Offers will be subject to receipt of satisfactory references.

What We Offer
At Camden, you will receive a host of benefits including:
27 days annual leave for new starters, rising to 31 days after 5 years
Local Government Pension Scheme
Flexible working opportunities;
Interest free loans
Access to our incredible staff networks
Career development and training
Wellbeing support and activities

Inclusion and Belonging
At Camden, we want every colleague to feel they belong and can thrive. We welcome applications from all parts of our community, and particularly encourage people from Black, Asian and Other Ethnic Heritage communities, LGBTQ+ people, disabled and neurodiverse people, survivors of domestic abuse, and those from lower socio-economic backgrounds or with care experience. We know that different voices and perspectives make us stronger, and we are committed to providing the support, adjustments and flexibility people need to succeed.

Asking for Adjustments
Camden is committed to making our recruitment practices barrier-free and as accessible as possible for everyone. This includes adjustments or changes for disabled people, neurodiverse people or people with long-term health conditions. If you would like us to do anything differently during the application, interview or assessment process, including providing information in an alternative format, please contact us on 020 7974 6655, at resourcing@camden.gov.uk or post to 5 Pancras Square, London, N1C 4AG.