A London local authority is seeking an experienced Reps and Appeals Manager to lead a high-performing team responsible for the delivery of key parking and concessionary transport services. This is an excellent opportunity for a parking services professional with strong operational leadership experience and a thorough understanding of parking enforcement legislation and statutory processes.
The Role
As Reps and Appeals Manager , you will manage a team of up to six officers responsible for delivering statutory parking functions, including representations, appeals, complaints, income reconciliation, court and bailiff administration, Blue Badge services, Freedom Pass administration, Taxi Card schemes and concessionary transport services.
You will oversee service performance, handle complex cases, support contract monitoring activities, liaise with stakeholders, and ensure services are delivered in accordance with relevant legislation, policies and procedures.
Key Responsibilities
- Lead, motivate and develop a team of statutory services officers.
- Oversee parking representations, appeals, complaints and enforcement processes.
- Manage concessionary transport schemes including Blue Badge, Freedom Pass and Taxi Card services.
- Resolve complex and high-profile cases and provide expert guidance to team members.
- Monitor service performance, analyse trends and implement service improvements.
- Support supplier and contract performance management activities.
- Reconcile payments, investigate discrepancies and work closely with finance teams.
- Prepare management reports and performance information.
- Represent the council at adjudications, working groups, benchmarking forums and stakeholder meetings.
- Investigate formal complaints and Freedom of Information requests.
About You
- Experience managing teams in a busy customer-focused environment.
- Strong knowledge of parking enforcement legislation and local authority parking services.
- Experience handling appeals, representations and complex casework.
- Excellent communication and stakeholder management skills.
- Ability to analyse performance data and drive service improvements.
- Experience working with contractors, suppliers or service providers.
- Sound decision-making skills with the ability to balance customer service, compliance and operational performance.
- Strong IT skills, including Microsoft Office applications.
- Experience working within local government, public administration or a similar regulated environment.
What's on Offer?
- Opportunity to lead an important frontline statutory service.
- Varied role combining operational management, performance monitoring and stakeholder engagement.
- Chance to contribute to service improvements and strategic initiatives.
- Collaborative local authority environment with opportunities for professional development.
Reps and Appeals Manager in City of London employer: The Oyster Partnership
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