Process & Debt Recovery Officer

 Location: Romford

Job Type: Temporary 

Duration of booking: Expected to last 3 months with possible extension

Proposed start date: ASAP

Pay Rates: £18.34 PAYE inclusive of holiday pay

Hours / Working Days: Monday to Friday, 9am – 5pm 

Sector: Council 

Job Summary

We are seeking a Process & Debt Recovery Officer to join our Highways, Traffic & Parking Service within the Neighbourhoods Directorate. This is a vital role, where you will be responsible for managing statutory and non-statutory processes, handling customer correspondence, and ensuring a professional approach to debt recovery and parking enforcement.

You will investigate and respond to challenges, representations, and appeals, process Penalty Charge Notice (PCN) documentation, and prepare evidence packs for adjudicators and courts. The role requires the ability to work to tight deadlines, make balanced judgements based on evidence, and deliver high-quality outcomes in a fast-paced, target-driven environment.

Key Responsibilities

• Investigate and respond to parking correspondence, challenges, representations, and appeals in line with legislation and council policies.
• Handle customer enquiries by telephone and in writing, ensuring professional and clear communication at all times.
• Process PCN documentation, permits, and debt recovery cases efficiently and accurately.
• Liaise with enforcement agents and other stakeholders, ensuring cases are managed lawfully and consistently.
• Prepare and issue court documentation, adjudicator packs, and evidence for London Tribunals.
• Manage debt recovery processes, including responding to vulnerable customers and progressing cases appropriately.
• Contribute to service improvements and special projects, such as the implementation of new parking zones.
• Maintain accurate records and meet daily performance and quality standards.

Skills and Experience 

• Two years’ experience in an office-based parking environment role.
• An understanding of applying legislation, particularly in parking, enforcement, or similar regulated processes.
• Strong organisational skills, with the ability to manage a busy and varied workload under pressure.
• Excellent communication skills, with the ability to deal effectively with difficult and challenging conversations, including irate customers.
• A professional and consistent approach to service delivery.

Additional Information

• This role is primarily office-based with flexible home working available by agreement.
• You must be able to maintain confidentiality and comply with Data Protection legislation.
• A strong commitment to equality, diversity, and inclusion is essential.