Customer Experience Executive 030345
Organisation - Customers, Communication and Technology
Job - Contact Centre
Position Type - Full Time
Location: Pier Walk
Salary: £32,000-£35,000 dependant on skills, knowledge and experience
• Centralise the management of escalated customer complaints and executive correspondence streams.
• To centralise ownership and management of all of TfL’s case handling plans.
• To manage CCOs relationships with its regulatory bodies (LTW and LGO) and key stakeholders to ensure effective collaboration and to promote CCO’s interests.
• To develop strategies to continually improve CCO’s complaint handling processes to drive customer satisfaction.
• Be able to work collaboratively with internal and external stakeholders to support the delivery of services to the customer.
• Able to develop and promote effective solutions to customer concerns.
• Accountable for delivery of correspondence development strategies to the business.
• Able to monitor and provide feedback on quality standards in a consistent and fair manner.
• Able to efficiently and independently manage delivery against SLAs over a diverse catalogue of work streams.
• To create a dedicated resource for identifying and delivering first time complaint resolution initiatives.
• 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 is 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 clients referred to the Sarah Hope Line involving users experiencing physical, psychological and/or emotional trauma. Assessment of client requirements and sign-posting to evidence based interventions, (particularly trauma-focussed counselling and Cognitive Behavioural Therapy).
• To perform initial assessments including assessments of mental wellbeing and financial needs on all SHL clients. Build relationships with clients. Write reports, keep records and provide verbal reports to the business, while respecting client confidentiality.
• Liaison between TfL legal, police services, the press office, insurance underwriters, SHL clients and third parties. Evaluation of client and service outcomes to ensure continuous development of the SHL.
• Accountability for the processing of claims for financial support and ensuring that accurate financial records are maintained.
• To make financial evaluations and decisions about treatment options taking into account the client’s circumstances and personal preferences.
• 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. Dedicated case manager for users of the SHL and their families.
• First escalation point for members of the public.
• First point of contact for all BAU interactions with London TravelWatch and the Local Government Ombudsman
• Liaison between policing bodies, legal services, insurers, press office and contracted services providers in relation to major incidents and fatalities/life changing injuries.
Skills, Knowledge & Experience
• 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
• Sound empathy and emotional intelligence
• Good analytical and problem solving skills, with a proven ability to deliver innovative yet practical solutions.
• 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)
• Sound knowledge of the emotional and psychological issues faced by victims of life changing events.
• 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
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 and nominated person
• A 75% discount on National Rail Season Ticket and interest free loan
• 30 days annual leave plus public and bank holidays
• Tax-efficient cycle-to-work programme
• Retail, health, leisure and travel offers
• Discounted Eurostar travel
The closing date for applications is Thursday 6th June at 11:59pm
We reserve the right to close this advert early dependant on volume of applications
Please apply using your CV and a covering letter. Please think carefully about the skills, knowledge and experience outlined in the job description and ensure your CV reflects the requirements of the role you are applying for. You may also use the ‘additional documents’ section in your online application to attach a more detailed profile that is specifically relevant to the role you are applying for.
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.