Enforcement Support Officer

This post requires a regular shift working, currently between 08:00 am to 9:00 pm 7 days a week (on a 5-day working week) which may include public holidays. This is implemented on a 5-day working week (7.2 working hours per day + 1 hour for lunch). Currently this is based on a 4-week working pattern where you may benefit from 4 consecutive days off every 4 weeks. Working patterns and rotas are subject to regular review and change. Shifts are allocated to staff fairly and equally – there are no options for selecting preferred shifts as these are allocated equally on a rota basis. This role does not have the options for remote work and will therefore require daily attendance in the office.

Do you have a passion for delivering great customer service, like to use your initiative to solve problems, have excellent communication, administrative and organisational skills, are flexible and take great pride in your work? If so, we want to hear from you. We have a fantastic opportunity for a Support Officer in our Enforcement Support Team. We are looking for individuals that have proven experience in providing excellent service with a genuine desire to help customers, have an eye for detail and are highly organised to come and join our team as Enforcement Support Officer.

Key Responsibilities:

• You will be responsible for the smooth running and organisation of the enforcement support duties within the service.
• Supporting the different teams in the parking enforcement services, providing an efficient and effective, high quality front line service to road users and residents of Hackney.
• Experience of providing excellent administrative support to a high level including customer service via telephone, email and social media.
• Processing over 4,000 emails per month in response to customer enquiries, managing out-of-hours telephone line, managing various exemptions, coordinating complaints and member enquiries, reviewing enforcement needs in areas.
• Assisting the Enforcement Support team leader in provision of excellent administrative support.
• Ensuring data is accurately recorded, supporting the team in preparing key documentation and correspondence for meetings and processing of financial transactions.
• Understanding the needs of parking enforcement officers and providing necessary support in organising uniforms, ICT equipment, managing two-way radio communication and managing the fleet of vehicles used by the service.

The role requires the successful candidate to possess excellent customer care with the ability to manage challenging situations and de-escalate situations to ensure that outcomes meet the needs of our customers. Essential for the role are excellent communication skills both verbal and written across all channels and within a diverse customer group. The ideal candidate must be able to work well in a high pressure and fast paced environment, with a flexible approach to work while being able to plan and prioritise workloads efficiently and effectively to ensure that tight deadlines are met.

In this role it is crucial to maintain high levels of service standards at all times and be ready to work on a rota based system over 7 days of the week (on a 5-days working week pattern) including Bank Holidays as parking enforcement is an essential Council service that operates at all times.

As a Council, our most outstanding asset is our staff, who are highly dedicated to serving our residents and committed to our goals as an organisation. We are also working towards our vision, which is to be a place for everyone; where residents and staff can be proud. In order to achieve this, we are seeking individuals who embody our "PROUD" values: Purpose and Respect, Ownership, and Unity and Diversity.

Hackney Council works to eradicate discrimination on the basis of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, and sexual orientation. We also recognise that people can be disadvantaged by their social and economic circumstances, so we will also work to eliminate discrimination and disadvantage caused by social class. We particularly welcome applications from disabled people, as this group is currently under represented in our workforce.

This Post is subject to a Satisfactory Standard DBS Check. Closing date for applications 04 August 2026 (22:59). Interview and assessment date: W/C 24 August 2026.