Pertemps Network Group are delighted to be supporting a forward-thinking Local Authority within their Parking Services team in the recruitment of a Customer Services Officer (Call Centre & Parking Suspensions Administrator).

This is an excellent opportunity to join a high-performing Shared Parking Service, delivering frontline customer engagement and specialist suspensions administration within a dynamic and customer-focused environment.

Service Area: Parking Services
Pay: £18.00 - £18.55 (PAYE)
Flexibility: Hybrid
Reports to: Team Leader – Customer Services
Responsible for: None


Role Overview

This role operates across two levels:

• Frontline Customer Services (Call Centre & Administration)
• Parking Suspensions & Licensing Administration

The postholder will provide a professional first point of contact for all Parking Services enquiries while supporting the operational delivery of parking bay suspensions and associated licensing functions.


Key Responsibilities 

• Deliver a high-quality, first-line response to customer enquiries relating to:
  
  • Penalty Charge Notices (PCNs)
  • Parking permits
  • Parking suspensions
  • Pay & Display / cashless parking systems
  • Accessible transport enquiries
• Manage customer interactions via telephone, email, web-chat, correspondence and social media.
• Apply parking legislation, traffic management regulations and Council policy accurately and consistently.
• Process credit/debit card payments securely in line with Council financial procedures.
• Maintain accurate records of customer interactions and ensure robust audit trails.

• Provide general administrative support including:
  
  • Handling incoming/outgoing post
  • Managing confidential waste
  • Ordering supplies and coordinating office equipment maintenance
• Remotely monitor Pay & Display machines, liaising with contractors and reporting faults or theft incidents where required.
• Assist customers with redirection to other Council services when necessary.

🔹 Parking Suspensions & Licensing Administration

• Process and assess applications for parking bay suspensions and renewals.
• Process applications for skips, scaffolding and temporary highway structures.
• Use GIS and map-based systems to determine suitability of suspension requests.
• Design and produce compliant suspension signage.
• Coordinate advance warning communications (including call broadcasts and notification systems).
• Ensure all suspensions and licensing records are accurately recorded within IT systems.

Knowledge, Skills & Experience 

1. Experience within a high-volume customer service or contact centre environment.
2. Knowledge of parking enforcement legislation and the PCN regulatory framework (desirable).
3. Competence in Microsoft Office (Word, Excel, Outlook) and database systems.
4. Strong data accuracy and attention to detail.
5. Ability to interpret and apply legislation and policy.
6. Excellent communication skills, both written and verbal.
7. Confidence handling financial transactions and payment systems.
8. Understanding of Equality, Diversity & Inclusion principles in service delivery.
9. Ability to work rotationally across service functions.

Governance, Compliance & Professional Standards

• Maintain up-to-date knowledge of relevant legislation and policy changes.
• Contribute to Quality Management Systems and continuous improvement initiatives.
• Comply with data protection and information governance standards.
• Support emergency response functions where required.
• Assist in training new and existing staff members.
• Adhere to Health & Safety legislation and Council behavioural standards.

What You Will Deliver

• An outstanding and professional frontline customer experience.
• An efficient and compliant parking suspensions administration service.
• High-quality, accurate record keeping and legislative adherence.
• A proactive contribution to service improvement and operational resilience.

If you are a customer-focused professional with strong administrative capability and an interest in regulatory services, we would welcome your application.

Apply now for the role of Customer Services Officer (Call Centre & Suspensions Administrator).