Location
London Borough of Hackney

Hours
Full Time

Salary
£48,402 - £49,509

About the Role
Hackney Council’s Parking Services are recognised as one of the UK’s leading local authorities in the implementation, management and enforcement of effective parking controls. The Service has played a key role in Rebuilding a Greener Hackney through award-winning traffic schemes such as school streets, low traffic neighbourhoods and bus gates, which reduce car journeys, improve safety and lower air pollution for residents and schools.

Working closely with other Climate, Homes and Economy Services, the team delivers initiatives including Car Clubs and cycle hangars, and is progressing the implementation of Electric Vehicle Charging Points to support the 2030 net-zero carbon objectives. The Service recently achieved the highest performance among all London Councils for parking, bus lane and moving traffic appeals, with 76% of cases decided in the Council’s favour at independent adjudication.

We are seeking an energetic, passionate and experienced Team Leader to bring our three Service Promises to life within our Customer Service Team:
- Provide fair customer outcomes for our customers.
- Get things done right the first time.
- Simplify and continually improve our processes.

Reporting to the Customer Services Appeals and Debt Recovery Manager, you will lead a team responsible for delivering high standards of investigation and response to Penalty Charge Notice disputes, ensuring alignment with departmental KPIs. You will coach, empower and support colleagues to meet customer needs and expectations, fostering a customer-focused mindset to find solutions, simplify interactions and provide assistance.

The role requires creating a sustainable culture of continuous improvement, using strong motivational skills to implement rituals, routines and processes that keep service improvement a priority. Excellent communication skills and a proven track record of delivering high-quality, efficient services with outstanding customer service are essential.

Hackney Council values its dedicated staff committed to serving residents and achieving organisational goals. If you want to represent our values and contribute to the best outcomes for our community, we encourage you to apply.

Please note that we operate a fair and open anonymous selection process and do not accept supporting statements or CVs. Applications require competency-based questions to demonstrate your suitability for the role.

Experience
Proven experience in leading customer service teams, preferably within local government or a related public service environment. Demonstrable success in managing investigations and appeals processes, with a focus on delivering fair and efficient outcomes.

Experience in driving behavioural change, coaching and empowering staff to achieve service excellence.

Strong communication skills with the ability to motivate and engage a diverse team.

About you
Energetic, passionate and committed to delivering excellent customer service.

Ability to lead by example and instil a customer-focused mindset across the team.

Skilled in creating and sustaining a culture of continuous improvement.

Strong organisational skills with the ability to manage multiple priorities and implement effective routines and processes.

Committed to the Council’s values of Purpose and Respect, Ownership, Unity and Diversity, fostering inclusion and anti-racist behaviour.

Qualifications
Relevant qualifications or equivalent experience in customer service management or team leadership are desirable but not essential. The Council values skills, knowledge and experience demonstrated through competency-based assessment.