Process Officer

Starting salary: £38,923
Job Level: Level 3 Zone 1
Work Location: 5 Pancras Square, London, N1C 4AG
Hours per week: 4 x 36, 1 x 18
Contract type: 5 x Permanent (4 full time and 1 part time)
Closing date: Sunday 8^th February 2026 at 23:55
Test to be held: w/c 16th February 2026 (virtual)
Interviews to be held: w/c 23 February 2026 (in person at 5 Pancras Square) Interviews to be held: W/C 23^rd February 2026
Alternative flexible working options available / open to discussion

Anonymised Application – in keeping with Camden’s commitment to inclusion the recruitment to this role is anonymised and supports the objective of reducing the impact of unconscious bias.

About us

Camden is changing on the inside to make life better for everyone. We’re not just home to the UK’s fastest growing economy, we’re home to the most important conversations happening today. And we’re making radical social change a reality, so that nobody gets left behind.

You’ll play a vital role in helping us deliver fair, transparent parking services that support safe streets and an accessible borough. Here’s where you can help decide a better future for us all.

The Team

The Camden Parking Operations team is responsible for enforcing parking regulations and traffic laws within the borough, issuing Penalty Charge Notices (PCNs), on-street and via CCTV, to ensure compliance with regulations and policy objectives to support safe streets and an accessible borough.

This role is based in an office environment with flexible working and primarily focuses on processing and responding to PCN enquiries, managing your own workload, reviewing evidence, applying policy and guidance to come to informed decisions on whether to enforce or cancel PCNs.

The role

In this role you will use your investigative and communication skills to consider and reply to correspondence received at various stages of the statutory appeals process for contesting Penalty Charge Notices (PCNs). You will need to demonstrate your ability to extract and respond to the points made in customer challenges. You will investigate, assess and respond to parking and traffic related enquiries as part of our customer focused team.

When full training is completed, you will be able to efficiently process all enquiries relating to moving traffic and parking PCNs, appeals made to the tribunal, parking permits, complaints and service requests from customers and other teams within the service. Comprehensive training is provided to enable you to respond to enquires in a structed and informative manner through application of legislation, policies and guidelines, with appropriate consideration for exceptional and sensitive circumstances.

You will become proactive in engaging with the service to make improvements to our processes and procedures especially for customers interacting with the service. There are various pathways into the different facets of parking and traffic operations, and you will be supported through personal development and training opportunities that are provided to move into other areas within Parking Operations.

Key Responsibilities:

• Investigate, analyse and respond to challenges made by customers who are disputing PCNs issued
• Manage your own diverse workload by working independently to reply to enquiries based on set policies and procedures
• Learn, retain and apply knowledge gained to varied scenarios and stages of the statutory appeals process when writing detailed responses
• Prepare and present appeals to independent adjudicators to explain any enforcement action taken
• Engage proactively with the service to enhance customer experience through identifying and improving existing processes and procedures
• Participate in training and development opportunities to expand your knowledge and skills in parking and traffic operations

About you

To find out more about what it is like to work at Camden, meet some of our people by visiting 'www.camdenjobs.co.uk/our-stories'.

This role requires you to demonstrate the ability to learn and retain complex information, particularly legislation. You should possess strong decision-making, investigative and analytical skills and have experience applying them to a variety of situations. Excellent attention to detail is essential to ensure accuracy and clarity in all written communication. You must have exceptional grammar and communication skills, enabling you to construct clear and concise correspondence. You should demonstrate a proven ability to work independently and manage a demanding workload with a commitment to delivering a high-quality, customer-focused service. You should be comfortable making fair, evidence-based decisions and explaining them clearly, especially when dealing with challenging or sensitive issues. Finally, you should have a passion to work as part of a collaborative team and an enthusiasm for providing excellent customer service to Camden residents and visitors.

This is a great opportunity for people who have these skills so if this is you, please submit your application.

Application Process

To apply for this role please follow the "Apply" link. In the ‘Why you?’ section of the application you will be required to demonstrate how you meet the role criteria noted in the Job Profile under the “About You” section. You will be required to answer the following questions:

1. Please tell us about the investigative and analytical skills and experiences you will bring to the role and provide examples.
2. Why are you interested in this Process Officer role specifically?
3. Please describe your experience in providing customer service.
   

Please note that use of Artificial Intelligence (AI) to construct your application is not permitted. If we suspect this, we will reject the application.

Shortlisted candidates will be invited for a test which will be checked and scored before interview. The test will be sent by email and will be timed. Those who do not meet the score required to pass the test or fail to return their completed test by the specified time will not be interviewed. Offers will be subject to receipt of satisfactory referenc