matt cotton

I have 20+ years experience in local authority, with vast knowledge and expertise in Customer Services, Revenue Services and Parking Services.

I am diligent, hardworking and have excellent interpersonal skills.

I am passionate about delivering excellent services, and supporting and developing the staff I manage.

London Borough of Tower Hamlets
Senior Income Collection & Enforcement Officer
November 2023 to present3
- Responsible for recovery of unpaid Sundary Debts
- Management of 6x Income Collection and Enforcement Officers.
London Borough of Enfield
Parking Debt Recovery & Finance Manager
April 2023 – November 2023
- Responsible for all PCN debt recovery functions
- Responsible for Enforcement Agent revenue collection
- Responsible for writing off uncollectable PCNs
- Management of 2x Finance Assistants
- Management of 1x Debt Recovery Officer
London Borough of Tower Hamlets
Income Collection & Enforcement Officer
May 2021 – March 2023
Parking
- Registration of PCNs at debt and warrant stages with Traffic
Enforcement Centre (TEC)
- Exporting TEC approved warrants to enforcement agents (EAs)
- Reconciliation of PCN payments received from EAs
- Reporting of all parking financial statistics
- Writing off uncollectable PCNs
Business Rates
- Dealing with business rates account at post-Liability Order stage
- Daily contact with debtors over phone and email
Council Tax
- Dealing with unpaid council tax at post-Liability Order stage
- Daily contact with rate payers over phone and email
Parking Income Collection & Enforcement Manager (agency role)
September 2018 – July 2020
- Implemented a (non-statutory) collection process to recover
uncollected Aged Debt (post-warrant expired, outstanding PCNs re-
registered with TECentre to enable further attempts of collection).
- Writing off all PCNs returned as uncollectable by EAs
- Transitioned Parking Services’ Debt Recovery staff and collection
functions to Revenues’ Centralised Income Team.
- Oversaw transition of Current and Aged Debt recovery processes
from preceding parking management system to the incumbent.
- Responsible for all Parking data analysis and financial reporting.
APCOA Parking
Operational Support Manager, On-Street Surveyor
June 2017 – July 2018
- Reported to Regional Manager (London and South East).
- Deployed civil enforcement resources over Bromley and Bexley
borough-wide areas
- Responsible for all ad-hoc client requests.
- Tendered for new enforcement service contracts.
- Surveyed levels of on-street compliance and audited parking
controls within Controlled Parking Zones.
- Proposed civil enforcement deployment plans for East Herts and
the London Boroughs of Barnet, Richmond and Ealing.
Maidstone & Swale Borough Council (shared service)
Parking Services Coordinator (Maidstone and Swale)
March 2012 – June 2017
- Reported to Parking Services Manager
- Client officer with all stakeholders over the shared service.
- Managed civil enforcement operations and service delivery over
Maidstone and Swale shared parking service.
- Coordinated Park & Ride bus services (Maidstone only).
- Managed cashless parking options over Maidstone and Swale.
- Responsible for customer services, including dealing with all service
related Official Complaint and Freedom of Information
correspondence received over Maidstone and Swale.
Maidstone Borough Council
Senior Customer Services Advisor
June 2004 - March 2012
- Knowledge of 20+ public services delivered by the Council.
- Recruited, trained and supervised Customer Service Advisors.
- Dealt with escalated complaints and deputised for Team Manager.
Customer Services Advisor
December 2003 - June 2004
- Responsible for public enquiries received via face to face, phone and
email in the Council’s Contact Centre.
 

GCSE

NVQ Level 2 Customer Services