09 Oct
Transport for London
London
Job description
Centre Team Manager046063
Organisation
- Customer
- Customer CarePosition Type-Full Time
Job title : Visitor Centre Manager
Salary : Circa £34K / annum + unsocial allowance
Location : Visitor Centres across London (Heathrow and Central London)
Contract Type : TFL, Permanent, Band 2
Please note this role requires weekend working.
Overview of role
Bonjour! Hola! Salve! Knonnichiwa! If you love to say hello and help customers from all over the world, we’re looking for you to join our Visitor Centre management team.
Our Visitor Centres are based at several key locations across the network and the team help international and domestic visitors to enjoy London through personalised travel and fare advice.
The team play a key role in answering any visitor questions and providing tailored advice to those unfamiliar with our transport network.
We also sell Oyster card products and tickets for bus tours and several of London’s biggest attractions.
As a Visitor Centre manager, you’ll bring great energy and people leadership focus to the role. You’ll recognise that great customer service starts with supporting your team and you’ll develop, and inspire staff to be the best that they can be.
Coaching will be in your DNA and you’ll coach your team to ensure that we proactively resolve a diverse range of visitor queries.
As a successful Visitor Centre Manager, you will :
Be an enthusiastic and self-motivated individual with excellent communication skills
Have exceptional people management skills, to support, develop, and inspire staff
Coach your team to proactively help customers with travel advice, travel tickets and attractions.
Proactively work closely with other areas of TfL and external stakeholders
Troubleshoot and source best solutions to complex issues and ensure the effective handling of sensitive contacts.
Implement ways of working, which will resolve customer queries and concerns on the first occasion
Support and lead a team within the busy Visitor Centre, develop and inspire staff and cover a range of activities throughout the wider contact centre including social media engagement, correspondence and telephony covering all TfL services.
Key Accountabilities
Supporting and coaching Visitor Centre Advisers so they can support and resolve queries and complaints in line with Visitor Centre vision.
Delivery of excellent and consistent customer service, ensuring visitors feel supported and valued
Consistent people leadership activities, ensuring team feel supported, listened to, developed and motivated.
Working with visitor stakeholders and building relationships to ensure that visitors receive the best possible experience.
Identifying and implement improvements to Visitor Centre’s quality of service, enhancing TfL’s reputation in the process
Making the Visitor Centre environment a vibrant, enjoyable, and inclusive area
Knowledge, Skills and Experience
Knowledge
Strong knowledge of TfL business rules and policies.
Strong knowledge of the public transport industry.
Knowledge of Payment Card Industry regulatory requirements.
Knowledge of people management approaches which motivate, inspire and develop talent
Thorough knowledgeable and understanding of all TfL policies including those relating to GDPR
Skills
Excellent customer service skills with the ability to resolve issues via a number of channels
Ability to develop, motivate and maintain a high performing customer service team
Substantial communication skills orally and in writing.
Ability to pro-actively plan, manage own and others’ time effectively
Ability to coach planned improvements and develop individuals
Excellent ability to organise and prioritise work in a fast-moving environment whilst demonstrating a flexible approach.
Experience
Experience of leading customer service teams responsible for handling customer queries and feedback
Experience of using customer feedback to drive improvement
Experience of motivating a team
Experience of communicating messages clearly to both groups and to individuals.
Experience of building effective stakeholder relationships to enhance the quality of customer responses
Experience of resolving sensitive customer issues to a high level of customer service.
Extensive experience of people management including empathetic understanding of HR Policies and Procedures
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 the essential criteria.
We also use anonymising software that removes identifying information from CVs and cover letters to make the process fair
We understand a confidence gap can get in the way of meeting spectacular candidates. So please don’t hesitate to apply if you think you have what it takes even if you feel you don’t meet all the criteria.
We’d love to hear from you.
Application Process
To be considered for this position, please submit both a CV and a cover letter. The cover letter should be no longer than two pages and must accompany your CV for your application to be reviewed.
If your application is missing either document, it will not be processed. We recommend that you consider the motivations, skills,
knowledge and experience required for this role and ensure your CV and cover letter outlines where you meet these criteria.
PDF format preferred and do not include any photographs or images.
The closing date for applications is Friday 18th August 2024 on 23 : 59
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
Reimbursement of 75% of the cost of a standard class Ticket for National Rail travel from home or 75% reimbursement on a 28-day flexi ticket
30 days annual leave plus public and bank holidays
TfL is committed to work-life balance,
operating a hybrid working approach where business and role requirements allow
Private healthcare discounted scheme (optional)
Tax-efficient cycle-to-work programme
Retail, health, leisure and travel offers
Discounted Eurostar travel
▶️ Centre Team Manager
🖊️ Transport for London
📍 London