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Operations & Development Officer

Job Title: Operations & Development Officer
Contract Type: Permanent
Location: Coventry
Start Date: April 2020
Reference: 032554
Job Published: March 12, 2020 13:35

Job Description

Operations & Development Officer 032554
Organisation - CCTE Contracted Services
Job - Administration
Position Type - Full Time
Salary – Circa £30,000
Location - Endeavour Square, Stratford or Tower Court, Coventry
(With some travel to other UK TfL offices where required)
Contract Type - TfL


Overview of project/role


At TfL, Road User Charging (RUC) sets and delivers operational policy for our Road User charging schemes, including the Ultra-Low Emission Zone (ULEZ), Congestion Charging and others.


We now have an opportunity to join our team as an Operations and Development Officer.


You will contribute to the delivery of Road User Charging (RUC) business initiatives, strategies and plans that contribute to the successful delivery of TfL’s Business Plan and the Mayor’s Transport Strategy. This will include, but is not limited to, the delivery of RUC objectives including ULEZ, Congestion Charge and Low Emission Zone scheme improvements, and any additional service enhancements or deliverables.
You will also ensure that existing and future RUC schemes are focused on delivering value for money, and customer centric services that are effective in supporting TfL’s strategies to reduce congestion and improve air quality in London.


2 positions available.


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
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 & Experience



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

Knowledge of the delivery of business initiatives that support the development of high value, customer facing large transaction-based contracts (Essential)
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 (Essential)
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 (Highly desirable)
Knowledge of working within a legal framework including the ability to read and interpret legislation and apply this to an operation (Highly desirable)

Experience and success in working with outsourced contracts that deliver customer-focused operational services in a challenging multi-disciplinary environment (Essential)
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 (Essential)
Experience in representing of an organisation internally to senior manager level (Essential)
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 (Essential)
Experience in a similar or relevant position in a public sector or commercial environment (Highly desirable)
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 (Highly desirable)
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 (Highly desirable)
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 two page covering letter.
Think carefully about the skills, knowledge and experience in the advert and cover this in your CV and cover letter.


This role is being re-advertised. Candidates who have previously applied for this position within the past three months should not re-submit an application on this occasion.


The closing date for applications is 25 March 2020 @ 23:59




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