London Borough of Hackney
Appeals and Debt Recovery Officer- Customer Services
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Parking Appeals and Debt Recovery Officer
The New 2026/27 Salary will be £41,739-£43,014
London Borough of Hackney is looking for talented, ambitious and customer-focused individuals to join our busy Parking Appeals and Debt Recovery Team. Parking penalties and subsequent debt recovery action are often contentious issues, which require a sensitive approach in order to balance competing traffic management demands with the individual circumstances of our customers.
Our Debt Recovery and Appeals Team deals with more than 1300 appeals per year, which include appeals to the Environment and Traffic Adjudicators (London Tribunals), the Traffic Enforcement Centre witness statements, and debt recovery court hearings. Many of these appeals and hearings have to be considered and defended in front of the Independent Adjudicators and, in some cases, Court Judges. We are proud to say that, over the last three years, our service achieved the highest performance amongst all London local authorities, with 80% of all cases going in the Council’s favour at the Independent Adjudicators Tribunal. Our Appeals and Debt Recovery officers are experts in their field, and they are looking for more people to join us and share our success.
We believe in a first-class customer experience, and we are looking for bright people who can bring our three service promises to life:
- Providing fair outcomes for all our customers.
- Getting things done right the first time.
- Simplifying and continually improving our processes.
As the Appeals and Debt Recovery Officer, you will be expected to consider and make decisions against appeals lodged at the Independent Adjudication Service and, in many cases, the County Court. You will be required to investigate parking-related formal appeals and compile comprehensive evidence packs for hearings at both London Tribunals and Courts. You will be tasked with ensuring that clear and compelling evidence is put forward to demonstrate the high quality of our parking schemes, and maintain our status as the best performing authority in the capital.
You will need to demonstrate a real appreciation of the complexities involved in many of these cases. You will work to help motorists close cases at the earliest opportunity, whilst also recognising and identifying vulnerable customers and supporting them wherever possible. Finally, you will be responsible for aspects of the management of the council’s contracts with external enforcement providers, such as Enforcement Agents.
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You will need to show high standards of customer service at all times, and will also undergo extensive training which will be delivered by our experts, who will equip you with the necessary knowledge, and subsequently a Level 3 NVQ accreditation for the role.
With transport sustainability principles at the heart of our policies, Parking plays an integral part in making our borough one of London’s best places to live and work. We are proud of our achievements and our people, which makes our organisation one of the best employers in the capital.
We go that extra mile for our staff by offering a work environment which is stimulating, fast-moving, and supportive, giving you the chance to use your skills and develop new ones within a high-profile organisation. We work hard to support our staff with a range of unrivalled benefits and opportunities that can help you to give your best at work, and achieve a brilliant work-life balance.
Key Benefits Include
- Generous holiday allowance (28 days per year, rising to 33 after 5 years of local government service)
- Unrivalled pension scheme
- Flexible working options (family-friendly policy)
- Ability to work from home
- A comprehensive training and development
- A range of discounts, including subsidised gym membership
- Access to financial and season travel loans
- Health and wellbeing benefits
- We are also a member of the Cyclescheme and we offer free pool bikes
We welcome a diversity of talent here, and our benefits and policies are designed to reflect a variety of needs. We are a disability-confident employer and strong promoters of inclusive leadership.
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.
If you want to work in a place where you can represent our values so we achieve the best for our residents, please click on the apply button below.
We operate a fair and open anonymous selection process. Therefore, we do not accept supporting statements or CVs.
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As part of the application process, you will need to complete a number of competency-based questions. These questions allow you to demonstrate your suitability for the role and provide examples of your skills, knowledge, and experience outlined in the job description.
We understand the benefits of using AI in the workplace. However, if you are thinking of using this tool to submit your application, we ask you to think about what value it will add. AI tools tend to lack the personal touch and authenticity we value in candidates. We encourage you to showcase your unique knowledge and skills using your own voice.
This application process replaces a supporting statement.
Closing date for applications: 25 October 2026
Interview date: W/C 09 Nov 2026
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 underrepresented 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: hackneyworks@hackney.gov.uk
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