Appeals and Monitoring Officer

About us at Hounslow

We’d love you to join us at the London Borough of Hounslow! Our people are deeply committed to providing excellent services to our residents, doing all we can to make lives as good as they can be.

We are an outstanding council, serving an outstanding borough. With brilliant, visionary leadership, a dynamic Cabinet and a can-do culture, we’ve built strong partnerships which have transformed how we serve one of London’s most diverse boroughs. Hounslow is the world in one place and full of potential. We are stepping up for our residents like never before.

About our Commitment to Diversity and Inclusion

We live by five core values: Lead with Heart, Do New, Pass on the Power, Harness the Mix and Be a Rock. All our work has equality, diversity and inclusion at its very heart, best articulated in “Harness the Mix”. It's about breaking down barriers between our parts and people and unlocking the problem-solving power of our amazing mix of minds. We serve a diverse community, we have a diverse workforce and we are committed to being an inclusive employer.

We work hard to create representation across our workforce and leadership community, we have thriving employee network groups and our learning and development programmes help us lead, model and breathe ways of working that eliminate inequality, inequity, injustice and bias.

As part of this and under our commitments as a Disability Confident Employer, we make reasonable adjustments to accommodate our candidates. There’s space for you to tell us what you need within our application form.

Our Benefits

If you join us, you’ll have access to a range of employee benefits. Read more about these here.

About The Role

This is an exciting opportunity to be part of the Parking Services team as an Appeals and Monitoring Officer (otherwise known as Parking Correspondence Officers or Representations and Appeals Officers).

In this role, you'll be responsible for investigating and responding to correspondence relating to Penalty Charge Notices (PCNs), ensuring that enquiries, challenges, complaints and representations are considered fairly, accurately and in accordance with relevant legislation and council policies. You'll work closely with colleagues across Parking Services and have the opportunity to develop your knowledge of parking enforcement legislation, customer service and decision-making.

About The Team You’ll Be Working In

The Parking Services team plays a key role in helping to keep the borough's roads safe, accessible and moving efficiently. Through parking enforcement, permit management and customer engagement, the team supports residents, businesses and visitors while helping to reduce congestion and improve road safety.

You will join a busy and supportive team responsible for processing correspondence relating to parking enforcement activities. The team works closely with Civil Enforcement Officers, contractors and other council departments to ensure a high-quality service is delivered to residents and motorists. You will report to a Senior Representations Officer or Team Leader and work alongside experienced colleagues who can support your development.

About You

If the points below resonate with you, we'd love you to put in an application:

• Able to communicate clearly and professionally in writing and verbally.

• Comfortable reviewing information, evidence and policies to make balanced decisions.

• Customer-focused with a helpful and cooperative approach.

• Able to manage a varied workload and meet deadlines in a busy environment.

• Comfortable using IT systems and willing to learn new software and processes.

• Takes pride in producing accurate work and paying attention to detail.

Read more about the work you'll be doing in the Role Profile.

Don't meet every single requirement? We know that sometimes people can be put off applying for a job if they think they can't tick every box. At Hounslow, we realise the 'perfect candidate' doesn't exist. So, if you can do most of what we're looking for, go ahead and apply. You may be just the right candidate for the job or be perfect for one of our other roles!

When Interviews Will Be Held And Who To Contact

The key information you need about the role should be in the Role Profile, but if you have any further questions about the role, please contact:

Email: David.Coughlan@hounslow.gov.uk

Telephone: 0208 583 3378

Interviews for this job will be held during week commencing 13th July 2026.