Customer Service Team Lead

3 days ago

London, Greater London, United Kingdom Transport For London Full time

About the Role

We are seeking a highly skilled and experienced Customer Service Team Lead to join our team at Transport For London. As a Visitor Centre Manager, you will play a key role in providing exceptional customer service to visitors from all over the world.

Key Responsibilities

  • Support and coach Visitor Centre Advisers to resolve queries and complaints in line with Visitor Centre vision.
  • Deliver excellent and consistent customer service, ensuring visitors feel supported and valued.
  • Consistent people leadership activities, ensuring team feel supported, listened to, developed and motivated.
  • Work with visitor stakeholders and build relationships to ensure that visitors receive the best possible experience.
  • Identify and implement improvements to Visitor Centre's quality of service, enhancing TfL's reputation in the process.
  • Make the Visitor Centre environment a vibrant, enjoyable, and inclusive area.

Requirements

  • Strong knowledge of TfL business rules and policies.
  • Strong knowledge of the public transport industry.
  • Knowledge of Payment Card Industry regulatory requirements.
  • Knowledge of people management approaches which motivate, inspire and develop talent.
  • Thorough knowledge and understanding of all TfL policies including those relating to GDPR.

Skills and Experience

  • Excellent customer service skills with the ability to resolve issues via a number of channels.
  • Ability to develop, motivate and maintain a high performing customer service team.
  • Substantial communication skills orally and in writing.
  • Ability to pro-actively plan, manage own and others' time effectively.
  • Ability to coach planned improvements and develop individuals.
  • Excellent ability to organise and prioritise work in a fast-moving environment whilst demonstrating a flexible approach.

Equality and Diversity

We are committed to equality, diversity, and inclusion. We want to represent the city we serve, which will help us become a more innovative and efficient organisation. Our goal is to make our recruitment as inclusive as possible.

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