Job Purpose:

·         Using judgement, intellectual ability and initiative, handle cases and undertake wider regulatory activity under the legislation overseen by the Road User Charging Adjudicators, in line with established strategies, policies and procedures.

• To monitor and work with the team providing a comprehensive support service within London Tribunals.

• Complete the more complex tasks within the administrative assistants’ area of work and, concentrating on the busiest areas in a volatile workflow environment, play a full part in contributing to the output of the team.

• Deal with a wide range of personal, written and telephone enquiries to the service, acting as a referral point for more junior staff.

• Identify those case management issues and enquiries which require the attention of London Tribunals’ management team, undertake preliminary enquiries and refer on.

• Under the guidance of the Head of Support Services, allocate areas of work across the team to ensure optimum productivity, quality and output in the office and remotely.

• Monitor the workflow, productivity and quality of the team’s work, reporting back regularly on this to the Head of Support Services.

Principle Accountabilities:

1.    Under the direction of the Head of Support Services, deal with case related correspondence and ancillary applications, undertaking paralegal activities as and when instructed.  Ensure these are dealt with in a timely fashion according to documents procedures and instructions.  This will include allocating streams of work across the team, ensuring maintenance and update of skills, as well as dealing personally with:

a.    First stage complaints or more complex queries;

b.    Communications with the Enforcement Authority;

c.     Case related and non-case related correspondence;

d.    Working very closely with adjudicators to undertake case related tasks, quality checks and investigations, as instructed.

e.    Subject Access and Freedom of Information enquiries

2.    Monitor the work of the administrative assistants, dealing with correspondence received regarding the service’s activities and the procedures for challenging charges, using a portfolio of standard letters and drafting custom replies where appropriate.

3.    Deal with written, telephone and personal enquiries from the customer service centre operatives and members of the public regarding the services’ procedures, according to established service standards and protocols.

4.    Identify potentially complex queries and any complaints against the service and escalate these to the appropriate level for resolution according to the established framework.

5.    Assist with the preparation of Subject Access and Freedom of Information Request responses.

6.    Prepare regular reports to the Head of Support Services on workflow, team and individual productivity, interpreting and analysing data as appropriate to assist in the provision of a high quality, cost effective and efficient service.

7.    Collate regular statistical information on the performance of the service.

8.    To assist as required in service development projects and initiatives, including carrying out necessary project administration.

9.    To provide office cover for other members of the team and the Head of Support Services as and when required.

10.  Assist in the arrangement of seminars, working groups, training sessions and seminars as required, including the scheduling of meetings, welcome of external attendees, provision of supplies and refreshments, and minute taking.

11.  To work flexibly at all times, as a member of a cohesive team, and carry out other service and case administration tasks as required by the London Tribunals management team.

• To carry out any other duties appropriate to the post, providing support for other parts of the service as and when required.

13.  London Councils is committed to and champions equality and diversity in all aspects of policy and employment.  All employees are expected to comprehend and promote equality and diversity in their work.

14.  To take care at all times to uphold health and safety at work for self and others.  To observe London Councils Health and Safety policy and related procedures at all times.

15.  To uphold the highest standards of ethical conduct in line with the expectations of a local government officer working in a judicial environment and adhere to these standards to uphold the reputation of the service and of London Councils.

16.  To adhere to London Councils’ policies, procedures, regulations and protocols including the Data Protection Act 2018.

Note:

This job description may be subject to review in the light of changing circumstances.  It is not intended to be rigid or inflexible but should be regarded as providing clarity in the accountabilities of the post-holder.  Other accountabilities appropriate to the grade may be assigned from time to time.