External Advert
Job title: Centre Team Manager – Visitor Centre
Salary: Circa £34,000 - £37,000 (Depending On Experience) + Unsocial Paid Hours
Grade: Band 2
Contract type: Tfl
Reference: 4045
Team: Travel Information Centre
Contract details: 12 month FTC
Location: On-site across different Visitor Centres locations and head office buildings 5 days a week plus weekends.
Application closing date: 1st April 2026
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.
Overview Of The Role
As a Centre Team Manager within Transport for London’s Visitor Centres, you will be at the heart of London’s transport and tourism experience. This is a rare opportunity to lead frontline teams who support millions of customers from all over the world — helping them navigate London, discover its iconic attractions, and experience our city at its very best.
You’ll take ownership of people leadership, performance, and operational excellence across multiple Visitor Centre locations. Whether you are empowering your team to deliver world‑class customer service, driving sales performance, ensuring site safety and standards, or shaping improvements across our operations, your work will make a direct, visible impact every day.
If you’re passionate about people, thrive in high‑energy environments, and want a role where your leadership genuinely changes customer experiences, this is your chance to be part of something big. At TfL, you won’t just manage a team — you’ll help shape how London is experienced by millions.
Key Accountabilities
* Lead and develop Customer Service Advisers and Visitor Centre Advisers, ensuring excellent service, strong performance, and confident handling of queries and issues.
* Deliver against operational and sales performance targets across Visitor Centre locations.
* Act as Duty Manager when required, taking full responsibility for centre operations, staffing and urgent issues.
* Oversee all financial processes, including cash handling, ticket issuing, refund procedures, stock security and reconciliation.
* Support daily, weekly and periodic accounting requirements, investigating any discrepancies promptly.
* Maintain safe, clean, compliant Visitor Centres, escalating maintenance needs and ensuring all facilities remain operational.
* Build strong relationships across TfL and with external partners to enhance service delivery and customer experience.
* Provide coaching, engagement sessions, one‑to‑ones and team briefings to drive development and high performance.
* Represent customer insights and feedback across the wider organisation to support continuous improvement.
* Ensure full compliance with TfL Health & Safety, Equality, and Data Protection policies.
Knowledge
* Strong understanding of TfL operational standards and business rules.
* Knowledge of Visitor Centre or customer‑facing operational environments, including ticketing processes and systems.
* Understanding of health & safety responsibilities in a public‑facing environment.
* Awareness of customer service principles and public transport operations.
Skills
* Exceptional customer service and communication skills.
* Proven ability to lead, motivate and support high‑performing teams.
* Strong influencing, engagement and relationship‑building capability.
* Excellent planning, organisation and time‑management skills.
* Ability to coach for performance and handle sensitive or escalated issues.
* Competence using systems and tools common in retail or contact centre operations.
Experience
* Experience leading teams in fast‑paced customer service, tourism or retail environments.
* Experience driving performance improvement through coaching and motivation.
* Experience managing financial processes, payments, refunds or stock.
* Experience resolving escalated customer issues effectively.
Desirable
* Awareness of London visitor attractions, tours or tourism‑related services.
* Understanding of Payment Card Industry (PCI) compliance.
* Awareness of social media as a customer service channel.
* Experience managing in a retail‑based environment.
* Experience working with third‑party suppliers or commercial partners.
* Experience delivering improvements against KPIs in customer service or retail settings.
Application Process
* Please apply using your CV only
* Think carefully about the skills, knowledge and experience in the advert and cover this in your CV
* PDF format preferred and do not include any photographs or images
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. We also use anonymising software that removes identifying information from CVs to make the process fair.
Benefits
In return for your commitment and expertise, you will enjoy excellent benefits and scope to grow. Rewards vary according to the level of role but mostly include the below:
* 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
* 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 Tax‑efficient cycle‑to‑work programme Retail, health, leisure and travel offers
* Discounted Eurostar travel
We will make every effort to give you as much notice as possible, however some interviews/assessments could be organised at short notice.
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.
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