Operations & Performance Officer

3 weeks ago


London, United Kingdom Transport for London Full time

**Operations & Performance Officer**
**041130**

**Organisation**
- Customers, Communication and Technology

**Job**
- Administration

**Position Type**
- Full Time

**Salary**: Circa £30,000 - £33,000 Dependant on Knowledge, Skills and Experience plus excellent benefits
**Location**: London or Coventry. Travel to other TfL sites required occasionally.

**Overview of project/role**

We are currently recruiting Operations and Performance officers to provide to the effective delivery of the Road User Charging (RUC) operations.

The Operations and Performance officers will manage all contracted services, internal delivery and partnerships. Driving excellence in performance and customer services across all operational delivery areas are the key purposes of the role. Whilst supporting the effective management of performance across all RUC schemes including Congestion Charging, Air Quality initiatives and Traffic Enforcement and focusing on protecting income, excellent customer service and strong operational performance.

**Key Accountabilities**
- Ensure strong performance across areas of the operation via the delivery of management regimes ensuring high performance from Suppliers in line with contractual agreements.
- Assisting in delivering effective management of services including supplier management, contracts, agreements, and service levels focusing on data led performance decisions that ensure income is protected and costs are managed.
- The post holder will be expected to contribute to the management of a range of services and suppliers including operational and technical delivery, the types of services including customer facing/business operations, enforcement operations and debt recovery, infrastructure and technical delivery including camera, data networks and system delivery and on street infrastructure.
- Manage the relationships with our customers, road users and stakeholders, to deliver better performance, addressing concerns and educating our customers owning the end-to-end stakeholder engagement.
- Ensure that all decisions consider any financial consequences and are within budget or increase income.
- Understand the Surface Safety vision of “Everyone home safe and healthy every day” and be aware of their contribution to the strategy including the “everyone must” activities identified.

**Skills, Knowledge & Experience**

**Skills**
- Effective decision maker with strong, demonstrable influencing, negotiation, and networking skills (Essential)
- The ability to drive performance from data and customer feedback (Essential).
- Ability to work effectively with IT based operational systems and technologies enabling delivery (Essential)
- Excellent oral and written communication skills including the ability to present complex information to external audiences (Essential).
- Management and organisational skills and experience, including decision making and creative thinking with an ability to challenge the status quo (Desirable).
- Ability to build and maintain a useful network of contacts and working (Essential).

**Knowledge**
- An understanding of Road User Charging legislation and relevant Traffic Enforcement legislation including relevant legislative legal frame works (Desirable);
- Knowledge of the operational management of high value, customer facing based contracts (Essential);
- Knowledge of using data to drive high performance and working with internal and external suppliers ensuring that they deliver high performance (Essential).
- A good understanding of the management of transactional customer contacts centres and customer service environments along with the enforcement and notice processing of schemes and the management of services through risk based quality performance regimes and reporting mechanisms (Essential).

**Experience**
- Experience and success in managing contracts delivering customer-focused operational services in a challenging multi-disciplinary environment (Essential);
- Experience in a similar or relevant position in a public sector or commercial environment (Essential);
- Experience within Government/Local Authority (Desirable)
- Experience of monitoring and management of service providers internal and external to deliver to high performance standards, interpreting performance data and devising strategies and solution to deliver results (Essential);
- Experience of working in fast paced operation managing issues through to resolution and responding to changing operational and customer demands whilst planning and setting goals and targets for the operation to deliver to (Desirable);
**Equality, diversity and inclusion**

**Application Process**

Think carefully about the skills, knowledge and experience in the advert and cover this in your CV and cover letter. PDF format preferred and do not include any photographs or images

**Benefits**

In return for your commitment and expertise, you will enjoy excellent benefits and scope to grow. Rewards vary according to


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