Join to apply for the TPH Liaison Officer role at Transport for London
Location – Endeavour Square (hybrid working)
Contract Type – Permanent (TfL)
Band – 2
Overview of Project/Role
Develop, manage and maintain the process of researching, collating, drafting and coordinating responses to VIP transport correspondence ensuring responses to political stakeholders such as the Mayor of London, MPs, Assembly Members and Taxi and Private Hire stakeholders are timely, accurate and of high quality.
Manage responses to sensitive Freedom of Information (FOI) requests as well as develop strategic papers and presentations on behalf of TPH senior managers for effective engagement with senior Taxi and Private Hire trade representatives.
The job holder will need to work flexibly and employ a broad range of communication and engagement skills to manage all correspondence and engagement activities related to taxi and private hire stakeholder relations.
Key Accountabilities
* Responsible for managing all activities involved in collating, investigating and providing high quality responses to significant levels of correspondence from senior VIP stakeholders such as Members of Parliament, Assembly Members, senior taxi and private hire trade representatives, providing accurate and timely replies to requests for sensitive information – including licensing updates for constituents as well as strategic responses to a range of enquiries.
* Build and maintain an accurate database of correspondence received and responded to, monitor performance, identify and highlight where delays are occurring. In line with TfL Style Guide, develop standard paragraphs to be used within the team and across TfL to ensure joined up and consistent messaging.
* Responsible for identifying potential risks and sensitivities and suggest mitigation and the approach to take to the Head of Taxi and Private Hire Stakeholder Relations, General Manager of Taxi and Private Hire, other stakeholders and communications colleagues for mitigation planning.
* Contribute to the development of appropriate processes to improve high priority correspondence and stakeholder management and work with relevant colleagues and managers so as to minimise reputational risk to TfL.
* Support the Head of Taxi and Private Hire Stakeholder Relations and General Manager of Taxi and Private Hire by co‑ordinating engagement activities and meetings, preparing strategic papers and presentations for discussion with the taxi and private hire trade stakeholders and ensure actions are followed up and closed.
* Develop action plans, keep and maintain accurate records of actions agreed/decisions in meetings with senior stakeholders and follow up with senior managers to ensure appropriate action is taken in a timely manner to enhance and protect Transport for London's (TfL's) reputation.
Key Interfaces
* Head of Taxi and Private Hire Stakeholder Relations
* General Manager of Taxi and Private Hire
* Senior managers (Band 4 & 5) in Taxi & Private Hire and Enforcement & On Street Operations
* Public Affairs and Stakeholder Engagement
* Colleagues in Surface Transport Managing Director's office, Service Operations Directorate, Taxi & Private Hire department and Enforcement & On Street Operations Directorate
* Customer Services
* Governance and Regulatory team in Legal
* Service Operations Correspondence Manager
Skills, Knowledge & Experience
* Excellent writing and communication skills (essential)
* Computer literate, including Microsoft Office packages (essential)
* Excellent ability to organise and prioritise work in a fast moving environment (essential)
* Ability to communicate confidently and credibly with a range of stakeholders (essential)
* Ability to draft high quality correspondence drawing on diverse sources of information
* Building excellent cross team relationships
* Good data management including analysis of correspondence performance
Knowledge
* Educated to degree level or relevant experience (essential)
* Excellent understanding of communications/public relations techniques and best practice (essential)
* Good understanding of transport issues, in particular taxi and private hire (essential)
* Good understanding of the public sector environment (desirable)
* Good knowledge of political environment in which TPH operates (essential)
Experience
* Experience in corporate/internal communications, PR and/or customer communications, preferably in the public sector (desirable)
* Experience of working in highly sensitive and political environment (essential)
* Experience of producing high quality, concise responses to politically and commercially sensitive enquiries (essential)
* Experience in managing VIP correspondence in a Government department or a comparable organisation is desirable.
Application Process
* Please apply using your CV in PDF format preferred. Think carefully about the skills, knowledge and experience in the advert and cover this in your CV.
Closing date for applications is 19th of October at 23:59
Benefits
* The opportunity to positively impact the lives of millions of Londoners from day one
* Final salary pension scheme
* Free travel for you on the TfL network
* A 75% discount on National Rail Season Ticket and interest free loan
* 35 hour working week
* 30 days annual leave plus public and bank holiday
* Private healthcare discounted scheme (optional)
* Tax-efficient childcare payments
* Tax-efficient cycle-to-work programme
* Retail, health, leisure and travel offers
* Discounted Eurostar travel
Equality, diversity and inclusion
Transport for London is 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 of the essential criteria. We also use anonymising software that removes identifying information from CVs and cover letters to make the process fair.
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