Enforcement Support Officer

12 months Fixed Term & a Permanent Position

This post requires a regular shift working, currently between 08:00 am to 08:00 pm 7 days a week (on a 5-day working week) which may include public holidays. This is implemented on a 5-day working week (7.2 working hours per day + 1 hour for lunch). Currently this is based on a 4-week working pattern where you may benefit from 4 consecutive days off every 4 weeks. Working patterns and rotas are subject to regular review and change. Shifts are allocated to staff fairly and equally – there are no options for selecting preferred shifts as these are allocated equally on a rota basis. This role does not have the options for remote work and will therefore require daily attendance in the office.

Hackney is one of the most dynamic and progressive local authorities in the UK. We are a resilient, vibrant, and creative borough in the heart of London, with strong, diverse communities and a powerful set of shared values.

Over the past twenty years, the Council has built up first-class services, outstanding public infrastructure, and a reputation for excellence, innovation, and ambition. We are leading the way on essential work such as our fight for equity in Hackney with a particular focus on becoming an actively anti-racist borough. But the work doesn’t stop there, we are proactive in our approach to bringing fairness to all aspects of life including gender, neurodiversity and across the poverty divide.

Do you have a passion for delivering great customer service, like to use your initiative to solve problems, have excellent communication, administrative and organisational skills, are flexible and take great pride in your work? If so, we want to hear from you. We have a fantastic opportunity for a Support Officer in our Enforcement Support Team. We are looking for individuals that have proven experience in providing excellent service with a genuine desire to help customers, have an eye for detail and are highly organised to come and join our team as Enforcement Support Officer.

Hackney is one of Britain’s most exciting and fastest-changing boroughs. We have changed the reputation, not just of the Council, but of Hackney itself. The challenges that have arisen over the last few years have intensified the need for action and we are determined to rebuild Hackney for, and with, our diverse communities.

Hackney Parking Services are often leading the way in the parking industry with the main focus on best practices and performance. Hackney Council has managed to be the number one borough in Penalty Charge Notice (PCN) appeals for two years running. Hackney was one of the first Councils in the country to implement School Streets and Ultra Low Emission Zones – all of which are enforced by the parking enforcement team. Hackney Council’s Parking Services are recognised as one of the UK’s leading local authorities on the implementation, management and enforcement of effective parking controls across the borough.

In 2023, the Council brought in-house the parking enforcement operations after over two decades of the service being outsourced. This position is pivotal in creation, delivery and implementation of the newly insourced parking enforcement service.

You will be responsible for the smooth running and organisation of the enforcement support duties within the service. Notably this will include supporting the different teams in the parking enforcement services, providing an efficient and effective, high quality front line service to road users and residents of Hackney as well as being often the first point of contact for residents, businesses and visitors.

You will have experience of providing excellent administrative support to a high level including customer service via telephone, email and social media. Parking Enforcement Service Area is responsible for but not limited to, processing over 4,000 emails per month in response to customer enquiries, the management of out-of-hours telephone line, management of various exemptions, coordinating complaints and member enquiries, reviewing enforcement needs in areas. You will contribute towards a proactive and supportive approach in regards to the professional delivery of the Parking Enforcement service.

Assisting the Enforcement Support team leader, in provision of excellent administrative support to a high level including customer service via telephone, email and social media. You will also be responsible for other administrative duties within the service, including, but not limited to, ensuring data is accurately recorded, supporting the team in preparing key documentation and correspondence for meetings and processing of financial transactions in accordance with the Council’s policy, arrangement and recording of meetings and procedures. You will understand the needs of parking enforcement officers and provide necessary support in organising the uniforms, ICT equipment, being responsible for managing two-way radio communication with all staff and managing the fleet of vehicles used by the service.

The role requires the successful candidate to possess excellent customer care with the ability to manage challenging situations and be able to de-escalate situations and ensure that outcomes meet the needs of our customers. Essential for the role are excellent communication skills both verbal and written and you must be able to demonstrate this across all channels and within a diverse customer group.

The ideal candidate must be able to work well in a high pressure and fast paced environment. You must have a flexible approach to your work whilst being able to plan and prioritise workloads efficiently and effectively to ensure that tight deadlines are met. In this role it is crucial for you to maintain high levels of service standards at all times and are ready to work on a rota based system over 7 days of the week (on a 5-days working week pattern) including Bank Holidays as parking enforcement is an essential Council service that operates at all the times and the role also requires cover for front of house reception duties.

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 CV’s.

To proceed with your application, you will need to create an account and submit your application.

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.

Closing date for applications: 11 May 2025 (22.59)

Interview and assessment date: W/C 19 May 2025

We are also working towards our vision, which is to be a place for everyone; where residents and staff can be proud; a place that celebrates diversity and where everyone can feel valued, included and involved. In order to achieve this, we look for people who are: Proud; Ambitious; Pioneering; Open; Proactive; Inclusive.

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 under represented 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