Correspondence & Investigation Officer

**Correspondence & Investigation Officer**
**042575**

**Organisation**
- Taxi and Private Hire

**Job**
- Customer Care

**Position Type**
- Full Time

**Salary : circa £28,000**

**Location: London / Coventry**

The Licensing, Regulation and Charging directorate are responsible for administering TfL’s taxi and private hire licensing functions and running London’s Road User Charging schemes.

We licence all of London’s taxi and private hire drivers, their vehicles and private hire operators. The directorate also administer the Congestion Charge, London Wide Low Emission Zone and Ultra Low Emission Zone.

You’ll be responsible for all escalated customer correspondence, enquiries, complaints and service investigations for the Licensing Regulation and Charging Directorate. Ensuring they are dealt with effectively and efficiently whilst achieving the required performance targets in terms of quality, consistency and timeliness and in accordance to TfL’s legal requirements and complaints processes.

Providing detailed, accurate responses and reports to correspondence, enquiries and complaints. Working for the Customer Correspondence Assistant Manager to ensure that these replies are to the required standard and issues are identified, reported and resolved.

**Key Accountabilities**
- Provide support to, and act upon the instructions of, the Customer Correspondence Assistant Manager, Customer Correspondence Manager, General Managers, and other senior managers in the directorate.
- Actively manage and track to completion all correspondence, enquiries, complaints and FOI and EIR requests for the Licensing Regulation and Charging directorate.
- Deliver high quality and timely responses to all enquiries and complaints, ensuring all deadlines for reply are met. Maintain accurate records of all incoming and outgoing work and relevant data.
- Prioritise work in accordance to agreed practices.
- Carry out the necessary investigation into all correspondence, enquires and complaints, to ensure that all response are accurate and in accordance to the agreed policy for the directorates and that all legal processes and requirements that relate to the relevant business areas are adhered to.
- Liaise with relevant service providers in the direcotrate and provide the necessary information needed to solve the complaint or enquiry.
- Ensure all correspondence, enquiries and complaints are responded to in the agreed manner and to the required standard in terms of content, style and language. Respond to customers verbally advising them of the outcome of any investigation, ensuring that records of all conversations are kept.
- Deal with all written correspondence, drafting suitable replies for approval by the relevant manager, director, or mayor. Work with the relevant managers to understand the required output needed and incorporate all instructions, maintaining an excellent level of written English. Maintain team templates and library of all outgoing responses.
- Build and maintain effective communication links with other members of the directorate, TfL departments and relevant external bodies. Ensure that responses to correspondence and customer queries are in line with the general directorate position and work with the operations teams to identity issues with service providers/ users and make suggestion to promote continuous improvements.

**Skills**
- Excellent standard of written and spoken English. Can present written information in a way that is easy for the reader to understand and use through the use of appropriate and logical structure of sentences, paragraphs and sections in written documents (Essential)
- Effective drafting of clear and concise correspondence; (Essential)
- Able to identify conflicting information and probes to resolve inconsistencies; (Essential)
- The ability to share information and communicate effectively with fellow team members and others colleagues; (Essential)
- Skilled in providing a prompt, efficient and personable service to customers and balances the needs of the customer with operational and commercial constraints; (Essential)
- Devises and promotes improvements to the standards of customer care and deals effectively with complaints; (Essential)
- Initiates improvements in efficiency and effectiveness of service delivery. (Desirable)
- Copes effectively with investigating complaints; (Essential)
- Is prepared for challenges and able to think on their feet when responding to challenges and listens actively to the views of others, and tries to see things from their point of view. (Essential )

**Knowledge**
- Knowledge of a customer service environment and how to handle enquiries and complaints; (Essential)
- Knowledge of enforcement and business operation processes; (Desirable)
- Knowledge of Taxi and Private Hire processes and legislation; Understanding of relevant supplier contractual arrangements (Desirable)

**Experience**
- Experience of working in a similar or relevant post, p