Customer Experience Executive London, England
Job description
Job Title – Customer Experience Executive
Salary – circa £34,000 per annum (dependent on experience), plus excellent benefits
Location – Endeavour Square, with hybrid ways of working
Contract Type – Permanent (TfL)
Hybrid working within this role enables a balance of 50 per cent of time split between the office and home over a 4-week period. Hybrid working arrangements can evolve subject to business requirements and successful candidates should be prepared to attend the office 100% of the time when required.
Overview of the Role –
An excellent opportunity for someone that wants to find solutions to difficult and complex customer issues, often escalated matters, and resolve efficiently and empathetically. You will play a pivotal role in shaping and restoring TfL’s reputation when our customer’s experience has fallen below expectations and requires extra support. We put customers at the heart of all our decisions and are constantly looking for ways to innovate and improve their experience.
In this role you will:
- Centralise the management of escalated customer complaints* and executive correspondence streams, as well as centralising ownership and management of all of TfL’s case handling plans.
- Manage CCOs relationships with its regulatory bodies (LTW and LGO) and key stakeholders to ensure effective collaboration and to promote CCO’s interests.
- Develop strategies to continually improve CCO’s complaint handling processes to drive customer satisfaction.
- Work collaboratively with internal and external stakeholders to support the delivery of services to the customer.
- Answer sensitive contacts on our Incident Support line from customers and associates impacted by incidents which have involved a fatality or life changing injuries.
- Develop and promote effective solutions to customer concerns.
- Be accountable for delivery of correspondence development strategies to the business.
- Monitor and provide feedback on quality standards in a consistent and fair manner.
- Be able to efficiently and independently manage delivery against SLAs over a diverse catalogue of work streams.
- Determine correspondence quality standards and ensure these are consistently audited in all CCO’s Customer Service areas and outsourced services.
Key Responsibilities
- To create a dedicated resource for identifying and delivering first time complaint resolution initiatives.
- Creation and management of letter templates within CCO to ensure they comply with agreed TfL and industry wide standards.
- To conduct internal reviews of case escalations and drive improvements to complaint handling processes across the business and with external stakeholders.
- To manage all TfL case handling plans, as well as the Unreasonable Complainants log, to ensure enquiries are resolved as quickly and efficiently as possible.
- To provide complaint data analysis support to the business to contribute to the delivery of proactive business change. Ensuring that complaints intelligence is effectively captured and fed to the business, identifying key themes and responsible parties for addressing them.
- Auditing of adherence to CCO “Every Complaint Counts” ethos and quality standard for both internal staff and third-party contractors.
- Ownership of the TfL Complaints policy, ensuring it meets the needs of TfL and our customers and is in line with industry best practice.
- Provision of targeted additional support/resource to all CCO customer facing teams.
- Management of Mystery Shopping contractors for correspondence.
- Find solutions that appropriately support those affected by incidents involving fatalities or life changing injuries.
Who you’ll be interacting with –
Internal:
- Required to work directly, fairly and collaboratively with all CCO staff and internal TfL Stakeholders to deliver appropriate and timely resolutions to escalated complaints.
- Must maintain close working relationships with Stakeholder Communications (LU); LU Staff; Surface Transport directorate; Bus Operating companies; contractors; Press Office, Information Governance and legal to co-ordinate contributions or to seek clearance of responses.
External:
- First escalation point for members of the public.
- First point of contact for those impacted by a fatality or life changing injury involving a TfL service.
- First point of contact for all BAU interactions with London Travelwatch and the Local Government Ombudsman
Skills, Knowledge & Experience
Knowledge
- A comprehensive understanding of TfL’s organisational and functional structure, including all of its modes, services and accountabilities.
- A good understanding of the geographical and political make-up of London and how it is governed, or ability to learn this quickly.
- Understanding of the roles of TfL’s regulatory and advisory bodies (London TravelWatch, Local Government Ombudsman and the Greater London Authority)
Skills
- Excellent verbal and written communication skills, including the ability to draft accurate, concise and well-structured correspondence to the standard and style required.
- The ability to collate, interpret and present complex policies
- Confident negotiating skills with a proven ability to effectively influence at all levels (up to and including Director level), and to communicate confidently and credibly with senior stakeholders.
- Excellent awareness of political sensitivities relating to TfL’s services and the ability to exercise sound judgement.
- The ability to manage conflicting and complex priorities and projects under pressure, and to tight deadlines
- Good analytical and problem-solving skills, with a proven ability to deliver innovative yet practical solutions.
- Ability to effectively support and handle emotive and sensitive issues in a calm, empathetic and caring manner.
Experience
- Experience in working in a rapidly developing and complex customer focussed industry.
- Proven experience of writing clear, concise, customer focussed letters and emails to senior levels of authority.
- Experience of dealing appropriately with politically sensitive or high-profile issues.
- Able to demonstrate a flexible and proactive approach, demonstrating a high level of initiative, and an ability to respond positively to new situations and change.
- Experience of working in a varied professional environment and working independently of direct supervision.
- Proven experience of managing own time to meet 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 two page covering letter. PDF format preferred and do not include any photographs or images.
Think carefully about the skills, knowledge and experience in the advert and cover this in your CV and cover letter. PDF format preferred and do not include any photographs or images
The closing date for applications is 29/09/2023 @ 23:59
Benefits [Use on external adverts only]
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
- Reimbursement of 75% of the cost of a standard class Ticket for National Rail travel from home or 75% reimbursement on a 28-day flexi ticket
- 30 days annual leave plus public and bank holidays
- TfL is committed to work-life balance, operating a hybrid working approach where business and role requirements allow
- Private healthcare discounted scheme
- Tax-efficient cycle-to-work programme
- Retail, health, leisure and travel offers
- Discounted Eurostar travel
