PCN Disputes Customer Services Team Leader

PCN Disputes Customer Services Team Leader – Find Yourself in Hackney Skip to content Find Yourself in Hackney jobs and careers Menu Home Job search Leadership Opportunities Our Council Hackney Council and the Borough Join Hackney’s Transformation Team Join Hackney’s ICT Service Join Hackney’s Adult Services Join Children and Families Services Rebuilding a better Hackney Our Values What we offer Where we work Apprenticeships and Placements Management Trainee Programme Apprenticeships Apprenticeship Blog Placements Free job-finding support Find Yourself in Hackney > Job search > PCN Disputes Customer Services Team Leader PCN Disputes Customer Services Team Leader Send this job to a friend Print this page Recruitment privacy notice Job details Salary - Grade GBP £46,854 to £47,925 46854 - PO2 Contract Type Permanent Contracted Hours Full Time - 36 hours per week DBS Required No Department Climate, Homes and Economy Service Public Realm Closing date 15/10/2026 Apply Now Salary is £48,402- £49,509 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. The Services’ role has been integral to Rebuilding a Greener Hackney, with the successful and award winning implementation of traffic schemes such as school streets, low traffic neighbourhoods and bus gates across the borough, reducing car journeys, improving safety and reducing air pollution for our residents and schools. Our Service also works in close collaboration with other Climate, Homes and Economy Services to deliver initiatives such as Car Clubs and cycle hangars; and work is ongoing to implement future Electric Vehicle Charging Points to support the move away from diesel and petrol-powered vehicles and achieve the 2030 net-zero carbon objectives. The Service has most recently achieved the highest performance amongst all London Councils for how it makes decisions about parking, bus lane and moving traffic appeals, with 76% of all cases going in the Council’s favour at independent adjudication. Our ambition is to achieve the best for our customers and residents, and following the recent departure of our Team Leader, we are looking for a person with the energy, passion and experience to bring our three Service Promises to life in our brilliant Customer Service Team. – Provide fair customer outcomes for our customers. – Get things done right the first time. – Simplify and continually improve our processes. Reporting directly to the Customer Services Appeals and Debt Recovery Manager, this post will be responsible for ensuring that staff in our team deliver a consistently high standard of investigation and reply to members of the public disputing their Penalty Charge Notices, in line with the department’s KPIs. Critical factors to the success of the new post will be to lead behavioural change by coaching, empowering and supporting colleagues to deliver on our customers’ needs and expectations. The successful candidate will need to lead by example and instil a customer mindset in all colleagues to help them find solutions for our customers, make it easy for customers to interact with us, and to give customers a helping hand whenever possible. The post holder will be tasked with creating a sustainable culture of continuous improvement within their team, and will have to demonstrate excellent motivational skills by implementing the rituals, routines, and managing processes required to ensure that improving the service continues to be a top of mind issue for the workforce. The post holder will need to be a strong communicator, able to evidence achievements that have created high-quality and efficient services that deliver the right outcomes and the highest standards of customer service possible. 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 organisa