Appeals Officer
Location: Sheffield / Hybrid (full time in the office for the 6x month probation period, 3x days thereafter)
Contract: Full-Time, Permanent
Hours: Full-Time
Reports to: Appeals Team Leader
Salary: £24,785
Your VISTA Journey Starts Here
At Intelli-Park, every case tells a story. As an Appeals Officer, you'll play a key role in our appeals and correspondence process reviewing PCN appeals, responding to enquiries, and supporting motorists and colleagues alike with accuracy and professionalism. You'll work closely with the Appeals Team Leader and wider teams, ensuring every appeal and enquiry is handled in line with our values, legal obligations, and operational standards.
If you're motivated, ambitious, and driven, with a keen eye for detail, this is the role for you.
How You'll Live Our VISTA Values
Visionary Think Forward
- You look beyond each individual appeal to the bigger picture.
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You spot recurring themes in appeals and enquiries that could inform process improvements.
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You take a keen interest in the technology and systems that support the appeals process.
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You bring ideas that help correspondence and case handling run more smoothly.
Intentional Act with Purpose
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You treat every appeal and enquiry with care, precision, and professionalism.
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You review and process PCN appeals promptly and accurately.
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You respond to requests for information on issued PCNs clearly and correctly.
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You ensure all correspondence and case handling complies with relevant laws and regulations.
Synergy Be Brilliant, Together
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You are a connector across teams and departments.
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You work closely with the Appeals Team Leader to resolve issues as they arise.
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You maintain a good working relationship with debt collection colleagues regarding cancellations.
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You liaise with other departments to support the wider PCN and complaints process.
Tenacity Stay Switched On
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You remain focused and resilient across a busy caseload.
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You manage incoming and outgoing correspondence promptly and without letting standards slip.
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You ensure PCNs are pursued correctly, keeping momentum on outstanding cases.
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You're comfortable working across multiple systems, including Intelli-Verse.
Accountability Own It
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You take full ownership of your caseload and correspondence.
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You maintain accurate and up-to-date records of all correspondence.
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You ensure compliance with relevant laws and regulations at all times.
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You undertake reasonable additional duties as required, and see them through.
What You'll Be Responsible For
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Handling appeals related to Parking Charge Notices (PCNs)
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Managing incoming and outgoing emails regarding PCNs and other company matters
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Responding to requests for information on issued PCNs
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Addressing enquiries and complaints related to PCNs
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Reviewing and processing PCN appeals promptly
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Communicating with customers via Intelli-Verse, email, and post
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Maintaining accurate records of all correspondence
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Working closely with the Appeals Team Leader to resolve issues
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Ensuring compliance with relevant laws and regulations
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Maintaining a good working relationship with debt collection regarding cancellations, and ensuring PCNs are pursued correctly
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Assisting with other tasks connected to appeals and correspondence received
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Undertaking reasonable additional duties as required
Experience & Knowledge
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Administrative experience required
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Comfortable working with multiple systems
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Keen interest in technology
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Understanding of parking regulations is beneficial but not required
Skills & Attributes
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Strong written and verbal communication skills
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Excellent attention to detail
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Ability to work independently and manage your own workload
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Proficient with basic computer applications
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Personal integrity, honesty, and the ability to build positive relationships within the team
Why Intelli-Park?
We're driving the future of intelligent mobility and that means building an appeals process that's not just efficient, but fair. As an Appeals Officer, you'll play a central role in supporting motorists and colleagues through clear, accurate, and professional correspondence. You'll be working at the intersection of compliance, communication, and customer experience and your work will matter every single day.
