Business Improvement Manager

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Key Information

Job title: Business and Improvement Manager

Salary: Circa £55,000                                                       Grade: 3

Contract type: TfL                                                            Reference: (1770)

Team: Contact Centre Operations                                     Directorate: Transport Trading Ltd                   

Contract details: Permanent                                            Location: Endeavour Square / Hybrid

Application closing date: Friday 31st August 2025

Are you passionate about providing world class customer service? Do you get frustrated when things aren’t working efficiently? Can you identify and understand complex problems and implement solutions to fix them? Can you build strong working relationships with wide groups of stakeholders? Do you have a positive impact on others?

If you’ve answered ‘yes’, then we’re looking for someone just like you to join Customer’s Contact Centre Operations (CCO) as our Business Improvement Manager!

With over three million contacts every year (and growing!), Contact Centre Operations (including the Contact Centre, Visitor Centres and Lost Property Office) exists to care for our customers. Our work includes:

• Resolving customer queries including travel information, providing refunds for their journeys and staff and service performance feedback
• Reuniting customers with their property lost on our services at the Lost Property Office
• Providing face to face customer support at our five Visitor Centres across London
• Ensuring prompt and effective action for safety issues flagged by our customers
• Ensuring CCO runs effectively and efficiently by through demand management and delivering business improvement initiatives

The Business Improvement Manager is the lead for all of CCO’s continuous improvement activity to maximise the quality of our customer service, minimise cost and improve our colleagues’ working lives. This is key to achieving the CCO vision of providing world class customer service by world class people. The role will:

• Embed a culture of continuous improvement across CCO, leading a team of analysts to identify pain points and inefficiencies and deliver improvements in our ways of working
• Manage the delivery of CCO’s five year strategic roadmap to achieve world class customer service including sponsorship of projects and local improvement initiatives
• Manage CCO’s Business Planning, finances and other governance processes to ensure we have the funding and resources required to deliver our ambitions
• Lead on risk and audit management, and work with stakeholders to implement the necessary improvements
• Keep abreast of Contact Centre industry best practices and how they can be implemented in CCO
• Provide internal consultancy to teams across CCO to help resolve some of their biggest challenges and build business improvement capability across teams

A day in the life of the Business Improvement Manager

There is never a dull day in the CCO Business Improvement team. At any one time you will be leading several different initiatives and will have to continually adjust to the stream of new challenges. You will lead a team of up to three Process Improvement Analysts, manage your team’s workload, and matrix manage other resources working with you to deliver your initiatives. You’ll need to prioritise activities and speak up when you need more support from the team. 

You may be asked to develop a proposal for how we improve CCO’s customer safety offering. Working closely with CCO and wider TfL stakeholders, you’ll lead your team to understand the current situation including mapping out the existing processes, identifying pain points and using customer insights to fully understand the problem. You’ll carry out research to understand what best practice for this service is and bring this all together to recommend what the end to end service should be. You’ll use your understanding of the wider CCO vision and roadmap to ensure that you have considered how this proposal fits into CCO’s long term plans. You will manage the key stakeholders and coordinate their input into the proposal. You will call on your strategic thinking and analytical skills to define the proposed options to address the problem and analyse the costs, benefits and risks of each option.

You will summarise your proposal in a presentation pack and present this to the CCO Senior Management Team for endorsement. If endorsed, you’ll work with various teams to mobilise a delivery team and may be asked to sponsor the initiative. You’ll monitor progress of this initiative as part of your pan-CCO Continuous Improvement plan.  

What we are looking for (D= Desirable, E= Essential)

We are looking for a talented, enthusiastic individual that has:

• Excellent leadership skills to inspire teams to deliver business benefits (E)
• Experience of defining and implementing business improvement initiatives in a complex organisation (E)
• Ability to analyse a complex situation, carefully taking account of all pertinent factors and data, and identifying an evidence-based solution (E)
• Excellent communication skills with the ability to write clear, concise content for publication and presentations, particularly with senior stakeholders. (E)
• Knowledge of business process design methodologies e.g. Lean Six Sigma, DMAIC, Business Process Management (E)
• Good Project Management skills to deliver continuous change and the ability to manage multiple workstreams (E)
• Good financial acumen and experience of managing a multi-million pound budget (D)
• Knowledge of laws, regulations, industry guidance and best practices for customer service industries (D)

Probation:
In line with our Resourcing Policy (Feb 2014), internal employees are required to complete their probationary period before applying for internal TfL positions. Please ensure you have successfully completed your probation before submitting an application for this role, otherwise your application may be withdrawn.
 
Formal warnings:
Internal employees with any current formal warnings are not eligible to apply for internal TfL vacancies until expiry of the warning. Ineligible applications may be withdrawn. Details of what is defined as a current formal warning can be found on Platform: https://transportforlondon.sharepoint.com/sites/Instructions-and-guidance-people-performance-and-rewards/SitePages/Applying-for-a-vacancy-with-a-formal-warning.aspx
 
NPL Applications:
Applications to internally advertised roles can only be accepted from temporary workers who are on PAYE terms via agency, or PAYE via Umbrella Companies. Temporary workers who are paid through their own limited companies are not covered by the Agency Worker Regulations and are ineligible to apply. NPL’s are not eligible to apply for secondment opportunities.

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