Customer Experience Executive

2 weeks ago

London, United Kingdom Transport for London Full time

**Organisation** **-** Customer

**Job** **-** Contact Centre Operations

**Position Type** **-** Full Time

**Job Title** - Customer Experience Executive
**Salary** - circa £34,000 per annum (dependent on experience), plus excellent benefits
**Location** - Endeavour Square, with hybrid ways of working. Currently two days in the office per week, in addition to one Friday every 4 weeks.
**Contract Type** - Permanent (TfL)

**Overview of the Role**
- An excellent opportunity for someone that wants to play a pivotal role in shaping shape the future of travel in London, moving it forward safely, inclusively, and sustainably and help to deliver our customer roadmap. We put customers at the heart of all our decisions and are constantly looking for ways to innovate and improve their experience.
In this role you will:

- Centralise the management of escalated customer complaints* and executive correspondence streams, as well as centralising ownership and management of all of TfL’s case handling plans.
- Manage CCOs relationships with its regulatory bodies (LTW and LGO) and key stakeholders to ensure effective collaboration and to promote CCO’s interests.
- Develop strategies to continually improve CCO’s complaint handling processes to drive customer satisfaction.
- Work collaboratively with internal and external stakeholders to support the delivery of services to the customer.
- Develop and promote effective solutions to customer concerns.
- Be accountable for delivery of correspondence development strategies to the business.
- Monitor and provide feedback on quality standards in a consistent and fair manner.
- Be able to efficiently and independently manage delivery against SLAs over a diverse catalogue of work streams.

**Key Responsibilities**
- To create a dedicated resource for identifying and delivering first time complaint resolution initiatives.
- To conduct internal reviews of case escalations and drive improvements to complaint handling processes across the business and with external stakeholders.
- To manage all TfL Case Handling Plans, as well as the Unreasonable Complainants Process, effectively overseeing complex and/or sensitive enquiries to bring about a successful conclusion.
- To provide complaint data analysis support to the business to contribute to the delivery of proactive business change. Ensuring that complaints intelligence is effectively captured and fed to the business, identifying key themes and responsible parties for addressing them.
- Ownership of the TfL Complaints policy, ensuring it meets the needs of TfL and our customers and is in line with industry best practice.
- Provision of targeted additional support/resource to all CCO customer facing teams.
- Providing individualised case management support on TfL’s Sarah Hope Line, providing assistance to victims of fatalities and serious incidents on the TfL network.

**Who you’ll be interacting with -**
- First escalation point for members of the public.
- First point of contact for all BAU interactions with London TravelWatch and the Local Government and Social Care Ombudsman

**Skills, Knowledge & Experience**
**Knowledge**
- A comprehensive understanding of TfL’s organisational and functional structure, including all of its modes, services, and accountabilities. (Desirable)
- A good understanding of the geographical and political make-up of London and how it is governed, or ability to learn this quickly. (Essential)
- Understanding of the roles of TfL’s regulatory and advisory bodies (London TravelWatch, Local Government Ombudsman, and the Greater London Authority) (Desirable)

**Skills**
- Excellent verbal and written communication skills, including the proven ability to draft accurate, concise, and well-structured correspondence to the standard and style required. (Essential)
- The ability to collate, interpret and present complex policies. (Desirable)
- Confident negotiating skills with a proven ability to effectively influence at all levels (up to and including Director level), and to communicate confidently and credibly with senior stakeholders. (Essential)
- Excellent awareness of political sensitivities relating to TfL’s services and the ability to exercise sound judgement. (Desirable)
- The ability to manage conflicting and complex priorities and projects under pressure, and to tight deadlines. (Essential)
- Good analytical and problem-solving skills, with a proven ability to deliver innovative yet practical solutions. (Desirable)

**Experience**
- Experience in working in a rapidly developing and complex customer focussed industry. (Desirable)
- Experience of dealing appropriately with politically sensitive or high-profile issues. (Essential)
- Able to demonstrate a flexible and proactive approach, demonstrating a high level of initiative, and an ability to respond positively to new situations and change. (Desirable)
- Experience of working in a varied professional environment and working independently of d

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