Frontline Enforcement Support Officer – Parking Services in London

This post requires 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.

Hackney Parking Services are often leading the way in the parking industry with the main focus on best practices and performance. Hackney Council has managed to be the number one borough in Penalty Charge Notice (PCN) appeals for two years running. Hackney was one of the first Councils in the country to implement School Streets and Ultra Low Emission Zones – all of which are enforced by the parking enforcement team. Hackney Council’s Parking Services are recognised as one of the UK’s leading local authorities on the implementation, management and enforcement of effective parking controls across the borough. In 2023, the Council brought in-house the parking enforcement operations after over two decades of the service being outsourced. This position is pivotal in creation, delivery and implementation of the newly insourced parking enforcement service.

Key Responsibilities

• You will be responsible for the smooth running and organisation of the enforcement support duties within the service.
• Notably this will include 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 as well as being often the first point of contact for residents, businesses and visitors.
• You will have experience of providing excellent administrative support to a high level including customer service via telephone, email and social media.
• Parking Enforcement Service Area is responsible for but not limited to, processing over 4,000 emails per month in response to customer enquiries, the management of out-of-hours telephone line, management of various exemptions, coordinating complaints and member enquiries, reviewing enforcement needs in areas.
• You will contribute towards a proactive and supportive approach in regards to the professional delivery of the Parking Enforcement service.
• Assisting the Enforcement Support team leader, in provision of excellent administrative support to a high level including customer service via telephone, email and social media.
• You will also be responsible for other administrative duties within the service, including, but not limited to, ensuring data is accurately recorded, supporting the team in preparing key documentation and correspondence for meetings and processing of financial transactions in accordance with the Council’s policy, arrangement and recording of meetings and procedures.
• You will understand the needs of parking enforcement officers and provide necessary support in organising the uniforms, ICT equipment, being responsible for managing two-way radio communication with all staff 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 be able to de-escalate situations and ensure that outcomes meet the needs of our customers.
• Essential for the role are excellent communication skills both verbal and written and you must be able to demonstrate this 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.
• You must have a flexible approach to your work whilst being able to plan and prioritise workloads efficiently and effectively to ensure that tight deadlines are met.
• In this role it is crucial for you to maintain high levels of service standards at all times and are 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 the times and the role also requires cover for front of house reception duties.

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, where we foster belonging through active inclusion, kindness, and open dialogue; Ownership, where we champion proactive collaboration and accountability for our shared success; and Unity and Diversity, where we work as one Council to break down silos and champion anti-racist behavior.

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 also welcome those interested in flexible working. We particularly welcome applications from disabled people, as this group is currently under represented in our workforce.

The Council has a dedicated employment support service (Hackney Works), which offers Hackney residents guidance in relation to applying for jobs. If you are thinking about applying for a job, please contact the Hackney Works team to find out what support is available.

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