Information Officer

6 months ago

London, United Kingdom Service Care Full time

Service Care Solutions are looking for a Customer Information Executive to work with the Transport for London on a 3-month contract.

**Location**: Stratford

**Job roles/responsibilities**:
Supporting the preparation and successful delivery of customer information products including signage and wayfinding ensuring that customers are aware and able to navigate both planned/unplanned modal travel disruption. The role holder will monitor quality, consistency and compliance with TfL Customer Information Strategy.
- Providing effective co-ordination to ensure customer facing information, including signage and wayfinding, printed and other on and off-system 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, Communications and Technology (CCT) and other parts of TFL, including LU & Rail and Surface Operations and with external partners and agencies (e.g., Network Rail or TOCs) to ensure that printed customer information is accurate, fit for purpose and consistent with other channels.
- Site visits/planning and review meetings (e.g., at a station) to understand the scope of projects 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 & assistance, where requested in planning & delivering emergency customer information which may include being flexible with working hours in exceptional circumstances, i.e., strikes or incidents.
- Take an active role in helping to identify and assist in the delivery of innovative customer information solutions.
- Monitoring and assurance that customer information including signage and wayfinding is produced in line with the agreed TfL standards.
- Actively supporting the control of the budget for Customer Information.
- Working alongside external suppliers on the production of printed customer information and signage & wayfinding including obtaining the required approvals for the installation of signage.
- Monitoring and ensuring that all customer facing information is compliant with all UK and EU regulations.
- Working across the CI Surface, LU & Rail portfolios to share knowledge & best practice.
- Proactively input into regular team reviews of workload/performance to ensure "continuous improvement" across all of CI.
- Maintain and manage contracts with suppliers.

**Knowledge/Work Experience required**:

- 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 utlising multiple channels including print to deliver information.
- An understanding of social inclusion/exclusion issues, best practice and relevant Government guidelines/legislation.
- Contract management.
- A broad knowledge of Signage and Wayfinding methodology, a working knowledge and understanding of marketing research techniques.
- Understanding of social inclusion/exclusion issues and relevant Government guidelines/legislation.
- A broad knowledge of the processes involved in the production and review of signage schemes.

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