Correspondence & Investigation Officer

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Key Information

Job title: Correspondence Investigations Officer (Band 1)
Salary: Circa £28k
Contract type: Permanent                          
Reference: 2641
Location: Coventry

Application closing date: Thursday 13th November 2025 at 23:59pm 

Overview of project/role 

Ensure that all customer correspondence, enquiries, complaints and service investigations for the Licensing Regulation and Charging Directorate are dealt with effectively and efficiently whilst achieving the required performance targets in terms of quality, consistency and timeliness and in accordance to TfL’s legal requirements and complaints processes. Providing detailed, accurate responses and reports to correspondence, enquiries and complaints. Working for the Customer Correspondence Assistant Manager to ensure that these replies are to the required standard and issues are identified, reported and resolved.

Key Accountabilities  

1. Provide support to and act upon the instructions of the Customer Correspondence Assistant Manager, Customer Correspondence Manager, General Managers and other senior managers in handling, drafting and preparation of all correspondence, enquiries and complaints.
2. Actively manage and track to completion all correspondence, enquiries, complaints and FOI and EIR requests for the Licensing Regulation and Charging directorate.
3. Deliver high quality and timely responses to all enquiries and complaints received by the directorate and ensure all deadlines for reply are met. Maintain accurate records of all incoming and outgoing work and relevant data. Prioritise work in accordance to agreed practices.
4. Carry out the necessary investigation into all correspondence, enquires and complaints, to ensure that all response are accurate and in accordance to the agreed policy for the directorates and that all legal processes and requirements that relate to the relevant This role profile takes account of the primary factors but recognises there may be a number of items required to fulfil the role, but which are not required to be detailed. business areas are adhered to.
5. Liaise with relevant service providers in the direcotrate and provide the necessary information needed to solve the complaint or enquiry. If necessary instruct the service provider or relevant team to carry out any required action that resolves the enquiry or complaint.
6. Ensure all correspondence, enquiries and complaints are responded to in the agreed manner and to the required standard in terms of content, style and language. Respond to customers verbally advising them of the outcome of any investigation, ensuring that records of all conversations are kept.
7.  Deal with all written correspondence, drafting suitable replies for approval by the relevant manager, director or mayor. Work with the relevant managers to understand the required output needed and incorporate all instructions, maintaining an excellent level of written English. Maintain team templates and library of all outgoing responses.
8. Build and maintain effective communication links with other members of the directorate, TfL departments and relevant external bodies. Ensure that responses to correspondence and customer queries are in line with the general directorate position and work with the operations teams to identity issues with service providers/ users and make suggestion to promote continuous improvements. 
9. Confidently make outbound calls to customers, stakeholders, and service providers to provide support, resolve queries, and ensure service excellence. Skilled in handling and resolving complaints over the phone with professionalism, empathy, and a focus on positive outcomes.

Knowledge  

• Knowledge of a customer service environment and how to handle enquiries and complaints
• Knowledge of enforcement and business operation processes
• Knowledge of Taxi and Private Hire processes and legislation
• Understanding of relevant supplier contractual arrangements

Skills 

• Excellent standard of written and spoken English. Can present written information in a way that is easy for the reader to understand and use through the use of appropriate and logical structure of sentences, paragraphs and sections in written documents
• Effective drafting of clear and concise correspondence
• Able to identify conflicting information and probes to resolve inconsistencies
• The ability to share information and communicate effectively with fellow team members and others colleagues
• Skilled in providing a prompt, efficient and personable service to customers and balances the needs of the customer with operational and commercial constraints
• Devises and promotes improvements to the standards of customer care and deals effectively with complaints
• Initiates improvements in efficiency and effectiveness of service delivery.
• Copes effectively with investigating complaints
• Is prepared for challenges and able to think on their feet when responding to challenges and listens actively to the views of others, and tries to see things from their point of view

Experience 

• Experience of working in a similar or relevant post, preferable within a similar working environment
• Experience of dealing with both verbal and written complaints and enquiries and the required investigation
• Experience of drafting correspondence for signature by senior managers
• Dealing with large volumes of complaints and correspondence and delivering to tight timescales
• Working effectively with technology and IT based enforcement and business operations systems and taxi and private hire driver and vehicle licensing systems
• Experience in the representation of an organisation internally and externally
• Experience of working under a remote management regime would be an advantage
• Experience of using Microsoft Office, particularly word and excel.

Application Process  

• Please apply using your CV and 2-page Covering letter.
• Word 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. 
 
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
 
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. 

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