Civil Enforcement Team Leader

Job Description

To co-ordinate the enforcement of the parking regulations both on and off street, provide day to day management of the Civil Enforcement Officer Teams, train staff, manage resources and be the NVQ Assessor and Parking and Clean Neighbourhood Environmental (and related Acts) enforcement officer.

Working with the Parking Operations Manager to ensure that the team’s workload is appropriately managed and process and service improvements are identified.

To contribute to the delivery of an effective and focused environmental service for the council ensuring that Norwich is a safe and attractive place for our residents, visitors and users of all services.

Responsibilities

Key corporate accountabilities:

• Work collaboratively and support other colleagues (as required) to deliver Team Plans and Corporate Plan

• Take a collaborative approach to service delivery across teams.  Supporting colleagues to deliver positive outcomes beyond traditional service boundaries where required and directed by encouraging the sharing knowledge, experience and resources across teams in the council

• Contribute and support the development and delivery of the Council’s strategies and policies

• To work on cross cutting corporate issues/projects as required

• To be responsible for the development of the team and delivery of their business objectives

• To work collaboratively with colleagues across the council to promote a culture of continuous improvement, good governance and information management

To promote an open and supportive culture which maximizes the potential of employees across the council and encourages inclusivity, innovation and high performance

Key service related accountabilities

• Manage and authorise the day-to-day operation of teams covered by the role, including identifying training needs, recruitment, agreeing and setting targets, authorising absence requests, monitoring sickness and ensuring sufficient capability and capacity exists within teams. This includes enhancing the performance through effective training, coaching and feedback. Recruit, train, coach and motivate new or established team members. Provide advice and guidance on the interpretation of service procedures and regulations and ensure learning and data sharing is consistent and facilitated across the team/service

• Issue penalty charge notices (PCN) when patrolling

• Investigate complaints and resolve parking disputes when required

• Maintain handheld computer terminals, mobile phones, vehicles and security of buildings including MSCP and health and safety/maintenance checks

• Work in an operational role as CEO with your team

• Monitor lone working of staff and responding to emergencies

• Carry out administrative duties, planning and organising shifts/rota’s 

• Carry out risk assessments and health and safety checks on CEO’s

• Working collaboratively with managers across the Environment Service to deliver and monitor effective performance management, this includes ensuring internal performance data is available on workloads/backlogs/issues etc, meet quality and customer service standards and operate financial controls including income generation

• Act as a manager, working in conjunction with service support staff, and others, to deliver and monitor effective performance, meet quality and customer service standards, and operate financial controls including income generation. To ensure;
• The appropriate allocation and management of the work programme to ensure that performance is delivered to a high standard; and
• The identification and delivery of service and process improvements to ensure effectiveness and efficiency of systems and customer service are enhanced

• Prepare briefings as required

• Lead on the delivery outcomes for the team, ensuring that agreed outcomes/milestones are being achieved through effective management against key performance indicators and to coordinate the teams to meet corporate objectives

• Ensure that professional advice is provided to all service areas across the council on the activities covered by this post and the team managed

• Lead on work priorities set by the Parking Operations Manager and develop work plans for the team to deliver against those priorities

• Look for opportunities to bring in income streams into the council and horizon scanning for business opportunities, innovation and efficiency savings across the council

• Ensure the postholder and the team comply with relevant statutory legislation in relation to their roles/duties

Skills Required

Essential

Ability to work with minimal supervision, reporting to manager when necessary and prioritising own workload and that of the team

Ability to read and understand Traffic Regulation Orders (TRO)

Ability to problem solve using own initiative

Ability to deal with difficult situations when required

Ability to manage a team and demonstrate effective people management skills

Able to demonstrate an understanding of diversity and equality requirements around service delivery

Good communication and organisational skills

Ability to provide clear explanations of policies, give professional judgements and make logical decisions

Good listening skills and the ability to respond to the diverse needs of others and to present information effectively to a diverse audience in a manner which is appropriate for the recipient

Ability to deliver a high level of customer service and proactively look for ways to improve the customer experience

Ability to “model” appropriate behaviours that encourage a culture of empowerment, initiative and transparency across the Council

Ability to remain calm and to respond to difficult/aggressive people both face to face and on the phone and deal with members of the public tactfully

Educational Requirements

Essential

Parking Enforcement officer level 2 in controlling parking areas

NVQ level 2 and ability to achieve NVQ assessor qualifications

Good standard of education

Why work for us

Our council is full of people who have chosen to work in local government because they want to help others and make a difference to their lives or the environment in which local people live.

To find out more about working and living in Norwich Home | Work in Norwich.

The council has a long and proud history of being a council that is keen to push the boundaries of what a district can achieve, to find out more about what it is like to work in local government visit Working in local government - #LocalGov Careers - Youth Employment UK

We offer our employees a competitive pay and benefits package. Whether you’re looking for a new career, promotion, flexible working opportunity to fit with your home life or a sideways move – we have a variety of challenging employment opportunities for everybody.

Norwich City Council offers the opportunity to work with great people who are passionate about promoting Norwich and the services the council provides. We also offer good career prospects with competitive rates of pay, generous holidays and working arrangements to suit all lifestyles.

Equal Opportunities Policy 

The council is committed to a policy of equality opportunity in employment, in recruitment and the services we provide. Applications are considered on the basis of their suitability for the post regardless of sex, gender reassignment, race, ethnic origin, disability, age, marital status, domestic responsibilities, sexual orientation or religious affiliation. People with disabilities are guaranteed an interview provided they are suitably qualified and/or experienced.

Candidates will be considered for shortlisting on the factual information on their application form. Therefore it is important to give as much detail as possible including information about experience gained outside employment.

Benefits

We offer our employees a competitive pay and benefits package and are proud to have the Living Wage accreditation. Whether you’re looking for a new career, promotion, flexible working opportunity to fit with your home life or a sideways move – we have a variety of challenging employment opportunities for everybody.

• All employees are eligible to join the Local Government Pension Scheme (LGPS)
• Paid holiday entitlement starts at 26 days per annum and increases with length of service to a maximum of 33 days per annum. This is pro rata for part-time employees
• In addition to the statutory public holidays, we grant an additional statutory day leave at Christmas
• Norwich City Council supports its employees through the provision of occupational health and employee assistance support