Job Description - Contact Centre Operations Performance Manager (047770)
Organisation
Customer
Job
Position Type - Full Time
Salary: £50,000 - £52,000 plus fantastic benefits including Final Salary Pension Scheme, and free travel on TFL Network
Location: Stratford, and various across London, with some WFH element
About Contact Centre Operations:
We are a dynamic, 7-day customer-facing operation dedicated to providing information and support across all channels—face-to-face, by phone, or in writing. Our team handles a variety of customer queries and complaints, and always aim to respond clearly and personably.
Our Contact Centre Operations (CCO) team consists of over 300 staff members spread across the contact centre, Visitor Centres, and the Lost Property Office. Within CCO, we have 50 staff members based at our 5 Visitor Centres located at King’s Cross, Victoria, Piccadilly Circus, Liverpool Street, and Heathrow.
Our Visitor Centre team offers personalised support to a diverse range of customers who are new to London and our transport network. They provide tailored travel and ticketing advice, sell tickets to London’s top attractions and events, and address a wide range of issues related to TfL’s services.
Your Role:
As a key leader in our team, you will be primarily responsible for managing and enhancing the performance of the Visitor Centres. You will also collaborate with your peers to support TfL’s contact centre and Lost Property Office, implementing effective plans to support our Customer purpose and respond well to unexpected events.
Working closely with your team managers, you will ensure that customer queries are resolved efficiently, anticipate potential issues, and lead your team to provide excellent advice in an engaging manner. You will use feedback from customers and colleagues to drive continuous improvements.
You will understand what matters most to our customers and your team, using this insight to motivate, encourage, and inspire every staff member. You will also focus on efficiency, seizing opportunities to streamline and improve processes.
As an inspiring and visible leader, you will consistently model positive behaviours. Prioritising your team’s welfare, you will foster a fair and inclusive culture. Passionate about development, you will establish frameworks that enable your team to be the best that they can be. You will also support your team’s aspirations transparently and fairly.
Duties:
1. Drive customer service to meet the standards specified in the TfL Customer Strategy.
2. Recognise performance issues and identify opportunities to improve processes.
3. Inspire and motivate teams to ensure that TfL behaviours are actively demonstrated and a ‘can do’ approach is engaged by all.
4. Proactively support colleagues in the management and support of the wider team.
5. Effective resolution of escalated customer contacts and issues from every channel.
6. Ensure consistent high standard of quality achieved by self and team.
7. Provide a flexible approach over the 7 days of the operation.
Knowledge:
1. Best practice customer techniques.
2. Knowledge of the public transport industry.
3. Knowledge of Payment Card Industry regulatory requirements.
Skills:
1. Exceptional interpersonal skills.
2. Proven ability to manage and motivate a workforce to deliver good-quality customer service reliably including developing people.
3. Proven ability to communicate effectively, both orally and in writing, with people at all levels across the organisation and outside.
4. Proven ability to influence people at all levels across the organisation and outside, including negotiating and successfully facilitating joint decision-making.
5. Proven ability to analyse complex data (quantitative and qualitative), draw conclusions, and produce solutions and decisions.
6. Proven ability to build strong working relationships with senior colleagues.
Experience:
1. Experience of motivating an operational workforce through a team of team leaders.
2. Experience of handling escalated customer issues and resolving effectively.
Ad closes: 25th March 2025 at 23.59
Excellent Benefits include:
1. Final salary pension scheme
2. Free travel for you on the TfL network
3. Reimbursement of 75% of the cost of a standard class Ticket for National Rail travel from home or 75% reimbursement on a 28-day flexi ticket
4. 30 days annual leave plus public and bank holidays
5. TfL is committed to work-life balance, operating a hybrid working approach where business and role requirements allow
6. Private healthcare discounted scheme (optional)
7. Tax-efficient cycle-to-work programme
8. Retail, health, leisure and travel offers
9. Discounted Eurostar travel
Additional Information:
Please apply supplying your CV preferably in “.docx” format. This document should be A4, in Arial 12 font, and a maximum of 2 pages per document.
If you are shortlisted you may be invited to take part in a Video interview. We endeavour to give candidates as much notice as possible however some interviews/ assessments will be organised at short notice and will require a degree of flexibility. We reserve the right to close the application window early if we receive a high volume of suitable applications.
We are committed to equality, diversity and inclusion. We want to represent the city we serve, which will help us become a more innovative and efficient organisation. Our goal is to make our recruitment as inclusive as possible. We are a disability confident employer who guarantee an interview to any disabled candidate who meets all of the essential criteria. We also use anonymising software that removes identifying information from CVs and cover letters to make the process fair.
Many of our staff work flexibly in many different ways. Please talk to us at interview about the flexibility you need. We'll see what we can do.
We understand a confidence gap can get in the way of meeting spectacular candidates. So please don’t hesitate to apply if you think you have what it takes even if you feel you don’t meet all the criteria. We’d love to hear from you.
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