Job title - Customer Experience Executive
Salary - £33,000 - £35,000
Location - 5 Endeavour Square / Hybrid working
Contract Type – TfL

Overview of role

Customers rely upon Transport for London (TfL) to help them live, work, play and grow in London. It is vital that we maintain open and effective communications to allow our service users to provide feedback, questions and comments on our performance.

As a member of the Customer Experience Executive team within Contact Centre Operations (CCO), you will resolve high-level enquiries and complaint escalations across a wide range of topics, and use the lessons learned from these to improve standards across the department.

You’ll deal with sensitive and reputational matters and craft responses that demonstrate our empathy and understanding of customer sentiment, whilst ensuring appropriate business interests are given due consideration.

The role is high-profile and has a direct impact on our reputation within the business. You will have the ability to turn complaints into learning opportunities and to improve the overall customer experience of interacting with TfL.

Key Accountabilities

This is an interesting and varied role. The main activities include:

• handling escalated and high-profile customer and stakeholder cases, including responses via phone, email or letter as appropriate
• conducting reviews of escalated cases to identify and drive improvements in the complaint-handling process
• management of Case Handling Plans, ensuring that unreasonable and vexatious complaints are recorded and processes effectively
• identification and sharing of trends in business or staff performance that impact the customer experience
• providing initial support to customers through the Sarah Hope Line, which assists those who have experienced - or are affected by - significant traumatic events on our network
• handling of Subject Access Requests relating to CCO

Skills

To succeed in the role, you will need to have a well-developed set of core skills, including the ability to:

• communicate effectively and with a high degree of quality, both verbally and in writing
• analyse complex scenarios and identify the underlying elements that need to be addressed
• negotiate with and influence a broad range of stakeholders, including those at Director level
• dynamically prioritise cases based on competing deadlines and stakeholder requirements
• make considered decisions using sound judgement and an awareness of political sensitivities
• remain calm, empathetic and professional when dealing with emotional and sensitive issues

Knowledge

You should have, or be able to quickly acquire, knowledge of:

• the geographical and political make-up of London and how it is governed
• the roles of TfL’s regulatory and advisory bodies (London TravelWatch, Local Government Ombudsman and the Greater London Authority)
• Data protection policies and procedures, including GDPR
• Microsoft Office suite and MS Teams

Experience

Ideally, you should have demonstratable experience of:

• working in a high-profile professional environment, independently of direct supervision
• writing clear and concise letters and emails to customers, as well as to senior levels of authority
• dealing appropriately with politically sensitive or high-profile issues at an organisational level
• managing your time against competing and challenging deadlines

Equality, diversity and inclusion

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. We are a disability confident employer who guarantee an interview to any disabled candidate who meets all of the essential criteria. We also use anonymising software that removes identifying information from CVs and cover letters to make the process fair.

Application Process

Please apply using your CV and a covering letter of no more than two pages

The covering letter forms part of the application review. A CV on its own is unlikely to demonstrate your suitability for the role effectively

Think carefully about the skills, knowledge and experience in the advert and ensure these are addressed in your application

The closing date for applications is 20/02/22 @ 23:59

We reserve the right to close this advert early dependant on volume of applications

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