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Operations & Development Officer

Team: Road User Charging

Role: Operations & Development Officer x2

Band: 2

Duration: 24 months FTC/Secondment

Salary: Circa £30,000 - £33,000 Dependent on Knowledge, Skills and Experience plus excellent benefits
Location: London or Coventry. Travel to other TfL sites required occasionally.

Overview

Operations and Development Officers will actively contribute to the delivery of Road User Charging (RUC) operational business initiatives, strategies and plans that contribute to the successful delivery of TfL’s Business plan and the Mayor’s Transport Strategy. Projects will include, but are not limited to, the delivery of changes to current RUC schemes including Congestion Charging, Air Quality initiatives and Traffic Enforcement and focusing on protecting income, excellent customer service and strong operational performance.

Working directly with key service providers, various TfL operational delivery teams, and Stakeholders, you will help shape requirements, solutions and systems for both customers and operational staff.

Key Accountabilities

• Assist in the management of the delivery of operational transformational activity within RUC. Including, but not limited to, MTS priorities and RUC business initiatives that drive higher supplier performance, increased customer satisfaction, reduced operating costs or increased income, in line with agreed plans and budgets.
• Participate in the commissioning, management and assurance of RUC initiatives, including, but not limited to, the gathering of business requirements; definition of success criteria; assisting in the management of risks and issues and the operational implementation of initiatives while ensuring minimal impact on business-as-usual activity.
• Liaise with, and ensure there are effective relationship between, RUC and delivery teams across Surface Transport to ensure all initiatives, including new RUC schemes, or transitioning schemes, are delivered to the required operational standards.
• Utilise management information and operational expertise to provide analytical analysis across RUC and Surface to identify new opportunities to support the delivery of RUC performance and savings targets.
• Assist in the design and specification of appropriate contractual requirements that support the development of appropriate new services and contracts. Support the procurement of new services through the evaluation of bidder responses making appropriate recommendations and assist in managing the activity required relating to the transition of a project/service into the live operation.
• Assist in the delivery of business improvement initiatives that enable RUC to reduce the cost of the operation or that deliver increased income or customer service improvements.
• Assist in the delivery of business improvement initiatives that enable RUC to reduce the cost of the operation or that deliver increased income or customer service improvements.
• Ad hoc duties and accountabilities as directed by senior management as appropriate and the role will also require travel to and work from multiple location throughout UK.
• Understand the Surface Safety vision of “Everyone home safe and healthy every day” and be aware of their contribution to the strategy including the “everyone must” activities identified.

Skills, Knowledge and Experience

Skills

• Effective decision maker with strong, demonstrable influencing, negotiation and networking skills.
• Work effectively with IT based operational systems and technologies that enable RUC to be delivered.
• Excellent oral and written communication skills with ability to work and think accurately in high pressure situations.
• Organisational skills and experience, including high level decision making and creative thinking with an ability to challenge the status quo.
• Ability to build and maintain a useful network of contacts and working relationships internally and externally.
• Recognise the importance of customers and demonstrate a commitment to ensuring they are satisfied and well served.

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.
• 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 the delivery processes including working with internal and external suppliers in a high-pressure environment ensuring that they deliver on time and to budget with the correct level of performance and service.

Experience

• Experience and success in working with outsourced contracts that deliver customer customer-focused operational services in a challenging multi-disciplinary environment.
• Experience in a similar or relevant position in a public sector or commercial environment.
• Experience of delivery and development of new commissioned services by both service providers internal and external to deliver to high performance standards, interpreting performance data and devising strategies and solution to deliver results.
• A good understanding of the management of high-volume transactional customer contacts centres and customer service environments, Road User Charging and the enforcement and notice processing of such:
• Experience in representing of an organisation internally to senior manager level.
• Experience of working in a fast-paced environment responsible for delivery of services managing issues through to resolution and responding to changing demands whilst planning and setting goals and targets for the development of the services
• Experience and appreciation of the workings of the public sector, demonstrating political awareness and the ability to balance organisational policy and decision-making process against sound commercial judgement.

Equality and Diversity

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.

Application Process

Please apply using your CV and a covering letter (maximum 2 pages).

Think carefully about the skills, knowledge and experience in the advert and cover this in your CV and cover letter.

The closing date for applications is Wednesday 15th March 2023 @ 23:59

Please note we may close the advert early if we receive a high volume of applicants

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