Customer Experience Contract Manager

3 weeks ago

London, Greater London, United Kingdom Transport for London Full time
Job Summary
We are seeking a highly skilled Customer Experience Contract Manager to join our Concession Management team at Transport for London. The successful candidate will be responsible for ensuring the delivery of contractual obligations by the Elizabeth line operator, managing the interface between the operator, the TfL Customer Directorate, and other TfL departments to achieve world-class customer experience on the Elizabeth line.

Key Responsibilities
• Manage the operator's performance in the contractual service quality regimes, including managing an audit programme and ensuring the adequacy of the operator's response to any below-target or worsening results.
• Be accountable for managing the interface between the Elizabeth line operator, the TfL Customer Directorate, and other TfL departments to achieve world-class customer experience on the Elizabeth line and to set strategies for the Elizabeth line in line with TfL objectives for areas including Accessibility, Customer Information, Marketing, and Customer Behaviour and Stakeholder Engagement.
• Lead on ensuring the provision of plain English explanations of customer service delivery are available to support operator and TfL teams responsible for briefing customers and stakeholders.
• Be responsible for reviewing and coordinating TfL's response to the operator's Annual Plans and delivery against Committed Obligations pertaining to customer service, ticket retailing, and revenue protection.
• Contribute to the management of the Elizabeth line Concession Agreement (contract valued at £250m pa) and associated contracts with the operator.
• Be accountable for specifying TfL's rail replacement bus and alternative transport policies for the Elizabeth line and ensuring the seamless delivery of these by the operator and TfL Bus Operations.
• Sponsor planned enhancements to Elizabeth line stations, promoted by TfL, the operator, or a third party, ensuring that these proceed in line with TfL's policy and affordability requirements.

Requirements
• Excellent communications skills, verbal and written, with an ability to summarise and explain complex commercial and operational issues in plain English.
• Good commercial acumen with an understanding of contractual incentive regimes.
• Knowledge of contract management and how to achieve co-operative and 'win-win' outcomes.
• Good knowledge of customer experience principles, concepts, and delivery challenges.
• Good knowledge of train operations, and rail industry performance management arrangements.
• Experience of working in a (ideally long-term) contractual relationship, ensuring delivery of contractual obligations.
• Front-line management experience delivering customer service in a railway operations or comparable environment.

Benefits
• Final salary pension scheme
• Free travel for you on the TfL network
• 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
• 30 days annual leave plus public and bank holidays
• TfL is committed to work-life balance, operating a hybrid working approach where business and role requirements allow
• Private healthcare discounted scheme (optional)
• Tax-efficient cycle-to-work programme
• Retail, health, leisure, and travel offers
• Discounted Eurostar travel

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