Operations & Performance Officer

Key Information

Job title: Operations & Performance Officer

Salary: £38,115     Grade: Band 2

Contract type: TfL     Reference: 2914 

Team: Road User Charging     Directorate: Chief Customer & Strategy Officer

Contract details: Full-time     Location: Stratford, London and Coventry with hybrid working
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

TfL is currently unable to provide sponsorship to candidates for this role as the Home Office’s eligibility criteria for sponsorship will not be met. TfL keeps its approach under review in line with changes to UK immigration rules. We are also unable to provide advice or guidance on individual immigration queries and advise candidates to check the Government’s website for further information.

Application closing date: 20 November 2025 @ 2359

Overview of project/role

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.

Key Accountabilities

• 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.

Skills, Knowledge & Experience

Skills

• 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

• 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

• 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)

Application Process

• Please apply using your CV
• 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

Additional information

Candidates who are progressed to assessment will need to bring a laptop with them, with access to Microsoft 365 applications.

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 and cover letters 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 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

We will make every effort to give you as much notice as possible, however some interviews/assessments could be organised at short notice.