Service and Contact Improvement Analyst

Job Title: Service and Contracts Improvement Analyst

Salary: £32,000

Brand: 1

Reference: SF6086

Contract type: Permanent

Location: Endeavour square /Hybrid

Application closing date: 13th November 2026 @ 23.59

External - 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 the role

This is a specialist administrative role that will assess, analyse and investigate customer contacts and associated processes within TfL's Contact Centre Operations area including those carried out by third parties.  The job holder will support the Service and Contact Improvement Team Manager by providing recommendations where the customer experience could be enhanced, cost savings and efficiencies achieved and highlighting evidence of best practice achievement.

Key Accountabilities

• Accountable for robust assessment of customer contacts as allocated by Team Manager, irrespective of channel, and being able to articulate the analysis and outputs clearly, via a variety of communication methods and tools, so that performance and quality is base-lined, opportunities for improvement identified and successes are shared effectively.
• Responsible for working collaboratively across all areas of TfL, with engagement taking place with individuals and groups, to deliver effective process, performance and quality improvement.
• Being a subject matter expert across the range of contacts received in Contact Centre Operations.
• Provide administrative support for business change activities including outsourcing, the bringing in of new services, technology enhancements, implementation of policy and Contact Centre standards. Activities include making recommendations and refining existing processes, writing up process documentation, and user acceptance testing.
• Represent TfL at administrative level and work collaboratively with our third party suppliers and partners to provide a seamless experience for TfL's customers that provides value for money.
• Assessing of customer contacts as directed by Team Manager and write up and personally articulate findings and recommendations efficiently in an engaging style.
• Analyse contact data reports and customer contact information so that themes and trends are quickly detected and investigated, improvements made to processes and the customer experience and successes are captured and celebrated.
• Engage and inspire with  individuals and teams within TfL's Contact Centre Operations and third party operations to deliver the optimum customer experience. Includes one to one collaboration with both TfL personnel and third party agents.

Knowledge

• Excellent knowledge of the TfL organisation, governance and associated interfaces and watchdog bodies
• A good knowledge of using Word, Excel and Powerpoint
• Knowledge of contact centre tools and systems including the use of Customer Relationship Management systems
• Knowledge of TfL's customer promise, complaint standards, conditions of carriage, our complaints handling procedure and vexatious complaints policy.

Skills

• Excellent communication and strong influencing skills to both individuals and groups
• Good organisational and time management skills
• Excellent Customer awareness and conflict management skills
• Excellent analytical skills
• Ability to detect, investigate and problem solve
• Ability to identify innovative customer focused solutions
• Exceptional writing and verbal skills in line with TfL's style guide

Experience

• Experience of working in a customer facing environment
• Experience of problem-solving contacts and providing customer focused solutions
• Experience of engaging with customers and/or stakeholders in writing, via phone and face to face.
• Experience of supporting and collaborating with colleagues to resolve customer issues
• Experience of taking personal accountability and ownership of customer issues.
• Experience of working to customer focused standards

Application Process 

• Please apply using your CV and cover letter,  think carefully about the skills, knowledge and experience in the advert and cover this in your CV and cover letter

PDF format preferred and do not include any photographs or images 

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 (optional) (Delete if not applicable – LU spot grades/Q grades)
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

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.