Transport for London

About Transport for London

Correspondence & Investigation Officer 032649 Organisation - General Counsel Office Job - Customer Care Position Type - Full Time Location: Coventry or London Stratford Salary: Circa £28,000 Using your excellent written and verbal communication skills you’ll ensure that all escalated customer enquiries and complaints across the Licensing Regulation and Charging Directorate are dealt with effectively and efficiently and in a timely manner. Working for the Customer Correspondence Assistant Manager you will carry out thorough investigations and provide detailed accurate and timely responses to TfL’s external customers and for signature by TfL’s Senior Management team. Key Accountabilities Provide support to and act upon the instructions of the Customer Correspondence Assistant Manager, Customer Correspondence Manager, General Managers and other senior managers in handling, drafting and preparation of all correspondence, enquiries and complaints. Actively manage and track to completion all correspondence, enquiries, complaints and FOI and EIR requests for the Licensing Regulation and Charging directorate. Deliver high quality and timely responses to all enquiries and complaints received by the directorate and ensure all deadlines for reply are met. Maintain accurate records of all incoming and outgoing work and relevant data. Prioritise work in accordance to agreed practices. Carry out the necessary investigation into all correspondence, enquiries and complaints, to ensure that all response are accurate and in accordance with the agreed policy for the directorates and that all legal processes and requirements that relate to the relevant business areas are adhered to. Liaise with relevant service providers in the directorate and provide the necessary information needed to solve the complaint or enquiry. If necessary instruct the service provider or relevant team to carry out any required action that resolves the enquiry or complaint. Ensure all correspondence, enquiries and complaints are responded to in the agreed manner and to the required standard in terms of content, style and language. Respond to customers verbally advising them of the outcome of any investigation, ensuring that records of all conversations are kept. Deal with all written correspondence, drafting suitable replies for approval by the relevant manager, director or Mayor. Work with the relevant managers to understand the required output needed and incorporate all instructions, maintaining an excellent level of written English. Maintain team templates and library of all outgoing responses. Build and maintain effective communication links with other members of the directorate, TfL departments and relevant external bodies. Ensure that responses to correspondence and customer queries are in line with the general directorate position and work with the operations teams to identity issues with service providers/ users and make suggestions to promote continuous improvements. Knowledge Knowledge of a customer service environment and how to handle enquiries and complaints; (Essential) Knowledge of enforcement and business operation processes; Knowledge of Taxi and Private Hire processes and legislation; understanding of relevant supplier contractual arrangements Skills Excellent standard of written and spoken English. Can present written information in a way that is easy for the reader to understand and use through the use of appropriate and logical structure of sentences, paragraphs and sections in written documents (Essential) Effective drafting of clear and concise correspondence; (Essential) Able to identify conflicting information and probes to resolve inconsistencies; (Essential) The ability to share information and communicate effectively with fellow team members and other colleagues; (Essential) Skilled in providing a prompt, efficient and personable service to customers and balances the needs of the customer with operational and commercial constraints; (Essential) Devises and promotes improvements to the standards of customer care and deals effectively with complaints; (Essential) Initiates improvements in efficiency and effectiveness of service delivery. (Essential) Copes effectively with investigating complaints; (Essential) Is prepared for challenges and able to think on their feet when responding to challenges and listens actively to the views of others, and tries to see things from their point of view. (Essential) Experience Experience of working in a similar or relevant post, preferably within a similar working environment; (Essential) Experience of dealing with both verbal and written complaints and enquiries and the required investigation; (Essential) Experience of drafting correspondence for signature by senior managers; Dealing with large volumes of complaints and correspondence and delivering to tight timescales; (Essential) Working effectively with technology and IT based enforcement and business operations systems and taxi and private hire driver and vehicle licensing systems; Experience in the representation of an organisation internally and externally; (Essential) Experience of working under a remote management regime would be an advantage; Experience of using Microsoft Office, particularly word and excel. (Essential) Equality and Inclusion 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 The closing date for applications is at 23:59 on 16th February 2020 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. We may close this advert early if we receive a high volume of suitable applications. 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

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Company Info

Company Type: Government

Company Size: 5001 - 10000

Revenue: 5 - 10 billion (USD)

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Job Ads found: 3749

Job Ads per Month: 76.5

Hiring Locations: 4

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