Customer Information Executive

2 weeks ago

London, United Kingdom Transport for London Full time

**Organisation**
- Customer

**Job**
- Communications

**Position Type**
- Full Time

Customer Information Executive 043894
Band 2

**Salary**: Circa £36,500 (Depending on experience)
Contract Type: 12 months Fixed Term Contract
Location: 5 Endeavour Square (Hybrid)

How would you like to work in a fast-paced, exciting team where you’ll be at the sharp end of providing accurate, timely and essential Customer Information via a number of channels to customers across the network?

The role holder will be responsible for preparing and successfully delivering customer information products, including signage and wayfinding, and for ensuring that customers are aware of and are able to navigate both planned/unplanned modal travel disruption.

The role holder will monitor quality, consistency and compliance with TfL’s Customer Information Strategy, its guidelines and quality standards to ensure consistency across all communication channels. They will also monitor and control the accuracy of spend against budgets.

The role holder will report to either the B3 manager for Surface or LU/Rail portfolios, and they could work across a number of TfL modes. The role holder will monitor the quality of framework suppliers and assist with the management of supplier contracts to ensure quality, consistency and value for money.

Key Accountabilities
- Providing effective co-ordination to ensure that customer facing information, including signage and wayfinding, printed and other offline and online media, to support operations run by TfL and contracted services, is consistent, accurate and delivered in a timely way.
- Working alongside colleagues across other parts of Customer and Revenue (C&R) and other parts of TfL, including Surface Operations and LU & Rail, as well as with external partners and agencies (e.g. Network Rail or TOCs) to ensure that printed customer information is accurate, timely, fit for purpose and consistent with other channels.
- Attending site visits/planning and review meetings (e.g. at a station) to understand the scope of projects and to enable delivery of customer information and/or signage requirements. Flexibility to engage in observation of these plans in situ (e.g. weekend track closure comms during a closure itself) may occasionally be required.
- Effective input and assistance, where requested, in planning and delivering emergency customer information, which may include being flexible with working hours in exceptional circumstances, i.e. strikes or incidents.
- Taking an active role in helping to identify and assist in the delivery of innovative customer information solutions to meet the changing needs of customers and users.
- Monitoring and ensuring that customer information, including signage and wayfinding, is produced in line with the agreed TfL standards.
- Actively supporting the control of budgets for Customer Information, ensuring the accuracy of spends against budget allocations.
- Working alongside external suppliers on the production of printed customer information and signage and wayfinding material, including obtaining the required approvals for the installation of signage.
- Monitoring and ensuring that all customer facing information is compliant with relevant UK and EU regulations.
- Working across the CI Surface, LU & Rail portfolios to share knowledge and best practice
- Proactively inputting into regular team reviews of workload/performance to ensure “continuous improvement” across all of CI.
- Maintaining and managing contracts with suppliers by participating and feeding into quarterly reviews, reviewing quality of works and project lifetime milestones.

Skills, Knowledge & Experience

**Skills**:

- Good organisational and time management skills.
- Good written and oral communication skills.
- Experience of delivering customer information using a range of channels.
- Ability to embrace and suggest new ways of working and communicating.
- Ability to work under pressure and to demanding deadlines.
- Ability to work in a reactive way, when necessary, in order to support the 24/7 operations of the TfL Operational Businesses.
- Ability to robustly manage supplier relationships against key deliverables associated with quality, delivery, and results.
- Ability to manage financial processes and challenge as necessary
- Ability to translate complex business or operational language into clear, concise customer information

Knowledge
- A recognised marketing or business qualification or suitable professional experience.
- Knowledge of the varying roles for Customer Information and Marketing in a major integrated public transport system or similar complex environment and in utilising multiple channels including print to deliver information.
- An understanding of social inclusion/exclusion issues, best practice, and relevant Government guidelines/legislation.
- A broad understanding of contract management.
- A broad knowledge of Signage and Wayfinding methodology, a working knowl

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