Operations & Performance Officer

London, England, United Kingdom

12/13/2024

Operations & Performance Officer - 046913

Salary: Circa £35,000 + Excellent competitive benefits

Location: London or Coventry. Travel to other TfL sites required occasionally.

Contract Type: TfL

Overview Of Project/role

To contribute to the effective delivery of Road User Charging (RUC) operations including managing any 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. The role will support the effective management that improves the performance across all RUC schemes including Congestion Charging, Air Quality initiatives and Traffic Enforcement and will focus on protecting income, excellent customer service and strong operational performance.

Key Accountabilities

• Deputise for the Operations and Performance Manager to help ensure strong performance across all areas of the operation though delivering effective management regimes that ensure consistent and high performance from all suppliers. This will also involve ensuring engagement with suppliers is consistent with RUC expected standards.
• The post holder is responsible for assisting in delivering effective management of all services including supplier management, contracts, agreements, and service levels with a focus on data led performance decisions that ensure income is protected and costs are effectively managed.
• The post holder will be expected to contribute to the management of a range of services and suppliers that will include both 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 operational relationships with our customers, road users and stakeholders, working with our customers to deliver better performance, addressing concerns and educating our customers owning the end to end engagement with our stakeholders.
• Ensure that all decisions take into account any financial consequences and are within budget or increase income.
  
  

Skills

Skills, Knowledge & Experience

• Effective decision maker with strong, demonstrable influencing, negotiation and networking skills (Essential)
• The ability to drive performance from data and customer feedback (Essential).
• Work effectively with IT based operational systems and technologies that enable RUC to be delivered (Highly Desirable).
• Excellent oral and written communication skills including delivering presentations and 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 (Highly Desirable).
• Ability to build and maintain a useful network of contacts and working relationships internally and externally (Highly Desirable).
• Recognise the importance of customers and demonstrate a commitment to ensuring they are satisfied and well served (Highly Desirable).
  
  

Knowledge

• An understanding of Road User Charging legislation and relevant Traffic Enforcement legislation including relevant legislative legal frame works such as Traffic Management Orders and Scheme Orders (High Desirable);
• Knowledge of working within a legal framework including the ability to read and interpret legislation and apply this to an operation (Essential);
• Knowledge of the operational management of high value, customer facing large transaction based contracts (Essential);
• Knowledge of using data to drive high performance and working with internal and external suppliers in a high pressure environment ensuring that they deliver high performance (Essential).
• A good understanding of the management of high volume transactional customer contacts centres and customer service environments and the enforcement and notice processing of such schemes and the management of such services through clear risk based quality performance regimes and reporting mechanisms (Essential).
  
  

Experience

• Experience and success in managing contracts delivering customer 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 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 in representing of an organisation internally (Highly Desirable);
• 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 (Highly Desirable);
  
  

Application Process 

• Please apply using your CV and a two page covering letter.
• Think carefully about the skills, knowledge and experience in the advert and cover this in your CV and cover letter.
  
  

We are an equal opportunity employer and value diversity. We do not discriminate on the basis of race, religion, ethnicity, gender, sexual orientation, age or disability status.

The closing date for applications is Sunday 29th December 2024 @ 23:59

Benefits

In return for your commitment and expertise, you will enjoy excellent benefits and scope to grow. Rewards vary according to the business area but mostly include:

• Final salary pension scheme
• Free travel for you on the TfL network
• A 75% discount on National Rail Season Ticket and interest free loan
• 30 days annual leave plus public and bank holidays
• Private healthcare discounted scheme (optional)
• Tax-efficient cycle-to-work programme
• Retail, health, leisure and travel offers
• Discounted Eurostar travel
  
  

Organisation

Customers, Communication and Technology

Job

Directors Office

Position Type

Full Time