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Licensing Administrator (Taxi and Private Hire)
Salary: Band 1
Location: TfL London Offices / Remote working (hybrid working model)
Salary: Circa £25,600
Contract type: TfL - Permanent

Permanent – Various positions across Taxi and Private Hire departments

This recruitment campaign is to recruit to a waitlist for permanent opportunities as they arise. We will be offering roles on an ongoing basis over the year across Taxi and Private Hire departments.


About us

Transport for London (TfL) works to keep London moving, working and growing and make life in our city better. It's a great place to develop your career. We treat our staff with the same commitment we give our customers; their satisfaction is a measure of our success. The diverse nature of London is reflected in our teams, with our people coming from all walks of life.

We wish to reflect the diversity of London through the people we employ, so if you find this role interesting and something you could do, then we strongly encourage you to apply whatever your background.

Overview of role

An opportunity has arisen for ambitious, curious and driven administrators who have a genuine interest in taxi and private hire licensing and regulation to join our team. The successful candidates will provide effective and efficient administration of operator, driver and vehicle licensing functions within London Taxi and Private Hire (TPH), engaging with customers and colleagues to make and/or recommend licensing decisions, in an accountable way, contributing to the safety of Londoners.

Key Accountabilities

• Delivery of the day-to-day licensing administration functions in an effective and efficient manner including:
• Reading, analysing and processing licence applications in a timely manner and in accordance with defined criteria, ensuring that all required documentation complies with specified, legal requirements and that customers are kept informed of the progress of their application in writing
• Communicating with customers, stakeholders and internal/external partners by drafting and sending written correspondence using the most appropriate communication channel, including but not limited to telephone, Microsoft Teams, letter, meetings and email
• Providing accurate and effective responses to licensing enquiries from customers and internal/external stakeholders, in a professional, timely and accountable manner using the most appropriate communication channel
• Making prompt licensing decisions, including issuing, refusing or withdrawing new and renewal operator, driver and vehicle applications in line with relevant regulations, policies and business rules
• Providing generic taxi and private hire advice and guidance in line with published guidance available externally on TPH websites, publications and documents
• Assessing and identifying cases that require escalation, demonstrating an understanding of reputational risk factors for the applicant/licensee and for Transport for London
• Maintaining accurate records, particularly but not exclusively the personal data of our customers, in accordance with GDPR and TPH data retention policy and storage requirements
• Leading on a defined task area within TPH, enhancing current knowledge in line with regulatory changes and delivering training to colleagues within TPH and wider
• Continuous review of written guidance and publications which inform all administrative processing tasks
• Collation and maintenance of management information statistics, including daily outputs as requested

Skills, Knowledge & Experience

Skills

• An ability to read and understand written materials such as licensing regulations and policies and carry out administrative tasks in line with the relevant regulation and policy (Essential)
• Experience of communicating clearly and concisely in writing using formal correspondence methods (Essential)
• Proven experience of providing excellent customer service using interpersonal skills with an ability to communicate in numerous forms (face to face, via telephone, letter and/or email) to provide exemplary service, deal with conflict and manage complex complaints/issues (Essential)
• Good customer service skills with the ability to liaise with customers via telephone or through written correspondence in a helpful, professional manner (Essential)
• A flexible and adaptable approach to allocated tasks and working practices with the ability to work under pressure (Essential)
• An ability to work both individually and as part of a team (Essential)
• A high degree of motivation, good judgement and use of initiative (Essential)

Knowledge

• Understanding of private hire operator legislation and regulations (Desirable)
• Understanding of the requirements of the Private Hire Vehicle (London) Act 1998 (Desirable)
• Understanding of driver and legislation, regulations and guidelines (Desirable)
• A general understanding of the different licensing processes and requirements for operator, driver, and vehicles licensing (Desirable)
• An ability to acquire and keep up to date with specialist knowledge (Essential)
• A willingness to learn and develop professionally and personally (Essential)

Experience

• Experience of use of IT packages within a professional environment to complete assigned tasks, communicate and engage with customers and colleagues (all Microsoft 365 apps, SharePoint etc) (Essential)
• Five GCSEs, grade C or above (including English and Maths) or equivalent work experience (Essential)
• Proven ability to come to sound objective decisions based upon an analysis of the facts and work within clearly defined levels of authority (Essential)
• Experience of using judgement and discretion when dealing with sensitive or confidential information, considering reputational risk (Essential)
• Experience of planning, organising and prioritising work to meet deadlines and targets under own initiative (Essential)
• Adaptable to change and willingness to learn in a fast-paced environment (Essential)

Equality and Diversity
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 and transparent.

Benefits

In return for your commitment and expertise, you will enjoy excellent benefits and scope to grow. Rewards vary according to the business are 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
• 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

Application Process

Please apply using a two-page CV (maximum) and a two-page covering letter (maximum).

Please think carefully about the skills, knowledge and experience outlined in the job description and ensure your CV and covering letter reflects the requirements of the role you are applying for.

Short listing will be carried out on the basis of your ability to demonstrate how you will meet the key accountabilities, skills, knowledge and experience.

Please upload your CV and Covering letter in word format and please do not include any photographs or images.

The closing date is Sunday 12th February 2023 @ 2359

We reserve the right to close this vacancy early if we receive a large volume of responses.