Centre Team Manager
Advertised by: Transport for London
Location: Endeavour Square / Hybrid*
Salary: £36,295.00
Close date for applications: Thursday 2nd April at 23:59pm
Hybrid working within this role enables a balance of 50 per cent of time split between the office and home over a 4‑week period. Hybrid working arrangements can evolve subject to business requirements.
Employment Conditions
All offers of employment are subject to satisfactory right‑to‑work checks. Candidates must be able to demonstrate their right to work in the UK. At the present time TfL is unable to offer visa sponsorship for this role.
About Us
If you catch a Tube, bus, train, tram, ferry or even walk or cycle in London, then you already know who we are. With over 8 million passenger journeys per day, we are the lifeblood that keeps London moving safely and sustainably – and we’d love you to join our team.
Our contact centre provides information, advice and support for customers when they need it. It’s a typically dynamic and energetic environment and we’re after a Team Manager to add their personality, enthusiasm and experience to the mix.
About The Role
You’ll be accountable for managing the performance and development of a team of Customer Service Agents who respond to contacts through correspondence, telephony, social media or digital channels. You’ll have direct contact with customers on occasion to assist with complex enquiries and escalations, as well as regular engagement with a broad range of stakeholders.
Monitoring demand, identifying and reporting on themes and undertaking quality control activities are a standard part of the role. You’ll also support your management colleagues in department‑wide collaborative initiatives to improve the value of our service offering.
The role is an essential part of the contact centre and has scope to make a difference to staff, customers and the wider business.
About You
You’ll have a natural affinity for helping people and experience in creating an environment where your team can do the same. Your leadership skills will allow you to get the best from your people, providing the feedback, coaching and motivation that allows them to excel and develop. Making effective decisions and managing stakeholder relationships are core to the role, and you’ll be adept at both.
We welcome applications from all backgrounds. To be successful with the role you’ll have:
* Well‑rounded customer service and interpersonal skills
* A proven ability to manage and motivate a team to deliver good‑quality customer service
* The ability to cope with changing workloads and priorities on an intra‑day basis
* Experience of taking ownership and resolving escalated staff or customer issues
* Strong attention to detail and a curious and inquisitive nature
* The ability to communicate clearly and effectively with a wide range of stakeholders, both in person and online
* Empathy for customers and staff and the challenges they face
* A genuine appreciation and enjoyment for the role we play in keeping London moving
Available shifts span 08:00‑20:00. We work in a hybrid model, with up to 50% of your time able to be worked remotely, subject to operational requirements. If you like helping people and have what it takes to add real value to our operation, we’d love to hear from you.
Equality, diversity and inclusion
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 of the essential criteria.
Benefits
* Final salary pension scheme
* Free travel 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
* Hybrid working approach where business and role requirements allow
* Optional private healthcare discounted scheme
* Tax‑efficient cycle‑to‑work programme
* Retail, health, leisure and travel offers
* Discounted Eurostar travel
Vetting Process
At Transport for London, safety, trust and fairness sit at the heart of how we recruit. Our Vetting Charter (https://tfl.gov.uk/corporate/careers/our-vetting-process) explains the checks we carry out before you join us, helping ensure we create a safe, inclusive and reliable network for everyone who depends on our services. We simply ask that the information you provide is honest and accurate so we can progress your application smoothly. If something doesn’t match or can’t be verified, we may not be able to move forward with your application, but we’ll always treat you with transparency, respect, and clear communication throughout.
We will try to give you as much notice as possible, however some interviews or assessments could be organised at short notice.
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