Operations & Development Officer

at  Transport for London

Organisation - Customers, Communication and Technology
Job - Administration
Position Type - Full Time
Salary: £32,750 - £35,000 plus excellent benefits
Location: Hybrid working (Home and Offices with a 50% split. Note, offices are based in London and Coventry, depending on whichever is closest, however travel between London or Coventry offices may be essential for certain meetings)
Job Purpose:
“Our purpose is to keep London working and growing and make life in the city better. Every journey matters to us and we do all we can to make sure the transport network is safe, reliable, and fit for the future. “
Road User Charging lives at the heart of this purpose, whether it is encouraging the change of vehicles on London’s roads to reduce; harm caused by emissions, the risk of collisions between Heavy Goods Vehicles and vulnerable road users whilst keeping London’s roads moving and enabling reinvestment of income into public transport services and improvements in London’s roads, everything we do supports TfL’s purpose directly.
Working as part of a team you will contribute to the delivery of world leading solutions and services that will positively impact health and well-being outcomes for Londoners right now and for years to come.
We are looking for people who want to participate in a wide range of projects that deliver changes to the way Road User Charging operates and that support TfL’s continued ability to fulfil its purpose.

Key Accountabilities:

• Support the delivery of operational transformational activity that drives higher supplier performance, increased customer satisfaction, reduced operating costs or increased income, in line with agreed plans and budgets.
• Support and participate in the commissioning and assurance of RUC initiatives. This includes supporting; the gathering of business requirements, definition of success criteria, identification of resource requirements, delivery planning, management of risks and issues, management of scope change, and the operational implementation of initiatives while ensuring minimal impact on business-as-usual activity.
• Support liaising with and management of the relationship between, RUC and delivery teams across TfL and our suppliers, to ensure all initiatives are delivered to the required operational standards.
• Utilise management information and operational expertise to provide analytical analysis to identify new opportunities to support the delivery of performance and savings targets.
• Support the procurement of new services through the development of requirements and evaluation of bidder responses, making appropriate recommendations and managing the activity required to enable the transition of services into live operation.
• Support development and knowledge sharing of colleagues across the Road User Charging team
• Ad hoc duties and accountabilities as directed by management.

Knowledge:

• Knowledge of working within a legal framework including the ability to read and interpret legislation and apply this to an operation.
• Knowledge of the delivery of business initiatives that support the development of high value, customer facing large transaction-based contracts.
• Knowledge of delivery processes, including working with internal and external suppliers in a fast-moving environment supporting delivery on time and to budget with the correct level of performance and service.

Skills:

• Stakeholder engagement. Ability to work effectively with internal and external stakeholders, to ensure buy-in and stakeholder acceptance, to resolve business conflicts as they occur and identify complex and sensitive transactions and act on them appropriately. This includes having excellent numerical, oral, and written communication skills, with the ability to work and think accurately in fast moving situations and deliver presentations and complex information to external audiences.
• Organisational skills and experience, including developed decision making and creative thinking. This includes the ability to think strategically, including the ability to identify excellence in delivery, ensuring customers are satisfied and well served.

Experience:

• Experience of supporting the formulation of strategies, policies, plans and budgets that deliver results to agreed targets.
• Experience and success in working with outsourced contracts that deliver customer-focused operational services in a challenging multi-disciplinary environment.
• Experience of supporting the delivery and development of newly commissioned services, by both internal and external service providers, to high performance standards, understanding performance data and supporting the development of operational strategies.
• Understanding of the management of high-volume transactional customer contact centres and customer service environments.

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.
CRIME and DISORDER STATEMENT It is a statutory requirement for all departments tin TfL to follow Section 17 of the Crime and Disorder Act 1998. Section 17 requires authorities to consider the likely affect on crime and disorder and community safety in all that they do, and take action to prevent crime and disorder, substance misuse, anti-social behaviour and behaviour that adversely affects the environment. Tfl has voluntarily been committed to following Section 17 since 2006, but we must all make sure that it is considered in decision making, policies and procedures in the same way that equality and health and safety are.

Please refer the Job description for details