Usually working in customer service teams of between four to five officers who report to a team leader, their purpose is provide responsive attention to users of parking services.
What they are required to undertake as part of their normal daily duties is to deal with all manner of correspondence which includes any issues regarding parking permits, complaints, refunds as well as any queries or complaints that come in telephonically. They must be able to handle at least twenty letters of correspondence per day.
They may also be called on to represent the Council regarding court issues, adjudication and appeals.
Their team leaders would expect their parking correspondence officers to keep them informed of any issues relating to court cases as well as any internal problems such as computerised systems and payments. Apart from this, team leaders in this parking team would also expect them to help with reconciling payments, error identification and error solving. They are also expected to put forward suggestions regarding the development of new procedures, or improvement to existing ones.
Anyone considering a career in this field must have knowledge of the 2004 Traffic Management Act and any related legislation as well as experience knowledge of court procedures, appeals and penalty charge notices.
A Parking Correspondence Officer is a customers first point of contact and because of this they must be able provide a high level of customer care while remaining consistently courteous, helpful and professional.
They may at times have to identify potential fraud which and will in turn be called on to refer these issues to the appropriate agency.