Operations Support Administrator assisting the Operations Director and supporting the operations team at Energise Energy Solutions. Handling queries and document management in a growing company.
IS
Hybrid Operations – Performance Officer
Posted 3 months ago
About the role
- Operations & Performance Officer enhancing Road User Charging services and performance at TfL. Managing supplier relations and operational strategies for improved customer service and income protection.
Responsibilities
- To contribute to the effective delivery of Road User Charging (RUC) operations including managing any contracted services, internal delivery and partnerships.
- Driving excellence in performance and customer services across all operational delivery areas are the key purposes of the role.
- The role will support the effective management that improves the performance across all RUC schemes including Congestion Charging, Air Quality initiatives and Traffic Enforcement and will focus on protecting income, excellent customer service and strong operational performance.
- The post holder is responsible for assisting in delivering effective management of all services including supplier management, contracts, agreements, and service levels with a focus on data led performance decisions that ensure income is protected and costs are effectively managed.
- The post holder will be expected to contribute to the management of a range of services and suppliers that will include both operational and technical delivery, the types of services including customer facing/business operations, enforcement operations and debt recovery, infrastructure and technical delivery including camera, data networks and system delivery and on street infrastructure.
- Manage the operational relationships with our customers, road users and stakeholders, working with our customers to deliver better performance, addressing concerns and educating our customers owning the end to end engagement with our stakeholders.
- Ensure that all decisions consider any financial consequences, are within budget or increase income and demonstrate sound judgement with an awareness of reputational risk.
- Deputise for the Operations and Performance Manager to help ensure strong performance across all areas of the operation though delivering effective management regimes that ensure consistent and high performance from all suppliers. This will also involve ensuring engagement with suppliers is consistent with RUC expected standards.
- This role demands some travel between London and Coventry, for which travelling expenses will be provided.
Requirements
- Effective decision maker with strong, demonstrable influencing, negotiation and networking skills (Essential)
- The ability to drive performance from data and customer feedback (Essential)
- The ability to manage time, multiple workstreams and effectively prioritise tasks (Essential)
- Ability to adapt to changes, absorb new information and keep up to date with specialist knowledge (Essential)
- Excellent oral and written communication skills including delivering presentations and complex information to a variety of audiences (Essential)
- Work effectively with IT based operational systems and technologies that enable RUC to be delivered (Highly desirable)
- Management and organisational skills and experience, including decision making and creative thinking with an ability to challenge the status quo (Highly desirable)
- 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 working within a legal framework including the ability to read and interpret legislation and apply this to an operation (Essential)
- Knowledge of the operational management of high value, customer facing large transaction-based contracts (Essential)
- Knowledge of using data to drive high performance and working with internal and external suppliers in a high-pressure environment ensuring that they deliver high performance (Essential)
- Able to demonstrate a good knowledge and understanding of IT applications (including the relevant Microsoft applications), with the ability to use multiple applications simultaneously (Essential)
- Knowledge of regulatory compliance as well as enforcement notice processing and the management of such services through clear risk-based quality performance regimes and reporting mechanisms (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)
- Experience in a similar or relevant position in a public sector or commercial environment (Essential)
- Experience of monitoring and management of service providers internal and external to deliver to high performance standards, interpreting performance data and devising strategies and solution to deliver results (Essential)
- Experience and success in managing contracts delivering customer-focused operational services in a challenging multi-disciplinary environment (Essential)
- Experience of communicating complex messages to stakeholders and customers (Essential)
- Experience in representing an organisation internally (Highly desirable)
- Experience of working in a fast-paced operation managing issues through to resolution and responding to changing operational and customer demands whilst planning and setting goals and targets for the operation to deliver to (Highly Desirable)
- Experience of working as a second level escalation point in a high-volume environment, with strong attention to detail, including the ability to interpret and apply relevant legislation or policies (Highly Desirable)
- Experience of managing high-volume customer service operations and transactional contact environments (Highly Desirable)
Benefits
- 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
- Private healthcare discounted scheme (optional)
- Tax-efficient cycle-to-work programme
- Retail, health, leisure and travel offers
- Discounted Eurostar travel
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