PCN Disputes Officer – Customer Services

London Borough of Hackney is looking for talented, ambitious and customer-focused individuals to join our busy Customer Services Parking Disputes Team. Parking is often a contentious issue, which requires a sensitive approach in order to balance competing traffic management demands with expectations of our customers and partners.

Our team receives over 8,000 incoming challenges and representations each month, which have to be considered within timeframes set by the legislation and as recommended by the Secretary of State for Transport. Over the last five years, our service area achieved the highest performance amongst all London Councils, with over 76% of all cases going in the Council’s favour at the London Tribunals. 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 Customer Services PCN Disputes Officer, you will need to ensure that disputes and appeals relating to penalty charge notices are thoroughly investigated, and that members of the public receive high-quality and well-drafted responses. Your role will require you to have an analytical mind, excellent letter writing and investigative skills, and the ability to make decisions based on clear parking policies and consideration guidelines.

You will be required to show high standards of customer service at all times, whilst delivering high quality and courteous responses, primarily in writing but also by phone and email. This will include recognising vulnerable customers, delivering fair and balanced outcomes, and ensuring that the right balance is struck between local policies and individual circumstances.

You will also undergo extensive in-house training which will be delivered by our experts, who will equip you with the necessary knowledge. Subsequent Level 3 NVQ accreditation will also need to be obtained.

About Us

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 ticket travel loans

– Health and wellbeing benefits

We are also a member of the Cyclescheme and we encourage the use of sustainable transport

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.

If you’re interested in this brilliant opportunity and you want to have a chat about the role, and whether it’s the right move for you, read on and then get in contact with Samir Hasanagic at samir.hasanagic@hackney.gov.uk.

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.

This application process replaces a supporting statement.

Closing date for applications: 04 January 2026 (22:59)

Interview date: w/c 19 January 2026

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