Knowledge & Change Manager

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Key Information

Job title: Knowledge and Change Manager

Salary: Circa £55,000                                                      Grade: 3

Contract type: TfL                                                           Reference: (1753)

Team: Contact Centre Operations                                    Directorate: Transport Trading Ltd

Contract details: Permanent                                           Location: Endeavour Square / Hybrid

Application closing date: Friday 31st August 2025

Please apply with CV and Cover Letter.

Are you passionate about providing world class customer service? Can you deliver and manage lasting change in a fast paced, customer facing environment? Are you an effective communicator? Can you build strong working relationships and trust 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 Knowledge and Change 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 Knowledge and Change Manager is the lead for implementing people, technology and process change across the Contact Centre, Lost Property Office and Visitor Centres and ensuring that our colleagues have the information they need when they need it to deliver world class customer service.

This role is key to achieving the CCO vision of providing world class customer service by world class people. The role will:

• Lead a team of Knowledge and Change analysts to provide change management capability for all of CCO including direct sponsorship and implementation of change initiatives and change management support for other initiatives e.g. technology changes
• Support the CCO Senior Management Team in delivering strategic staff engagement activities across our three sites including coordinating Viewpoint action planning to continue to improve CCO’s workplace culture
• Act as the voice of CCO colleagues, providing ‘on the ground’ insights to inform the CCO five year roadmap and change initiatives
• Work with Customer and wider TfL stakeholders to identify potential changes that affect to CCO, and assess and manage the impact of them
• Develop and manage the CCO People Strategy and Training Programme
• Develop and continuously improve CCO’s communication channels and approach ensuring that teams have the latest information when they need it

A day in the life of the Knowledge and Change Manager

There is never a dull day in the CCO Knowledge and Change team. At any one time you will be leading several different initiatives and will have to continually adjust to the stream of new challenges and operational issues. You will lead a team of up to three Knowledge and Change 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 create a change plan for the introduction of a new Artificial Intelligence tool. Working closely with the project delivery team, you’ll lead your Knowledge and Change team to understand the solution being delivered, define a change vision and assess the impact of the change on CCO colleagues. You’ll work with the teams impacted to understand their needs and concerns and identify practical solutions to resolve them. You will bring all of this together into a Change Plan, ensuring that it aligns with the wider CCO roadmap, ensuring that colleagues are regularly kept updated on progress. You’ll manage delivery against the Change Plan, ensuring that all milestones are met and risks are managed. You’ll ensure that the change is embedded and lessons captured for next time. You may be asked to present an update to the CCO Senior Management team.

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 delivering change in a complex organisation with an excellent understanding of Change Management methodologies and tools (E)
• Excellent verbal and written communication skills with the ability to write clear, concise content for publication and presentations across multiple channels, particularly with senior stakeholders. (E)
• Excellent stakeholder management skills and ability to build trust and work with colleagues at all levels of seniority (E)
• Strong organisational skills and evidence of prioritising, managing and implementing a range of projects simultaneously (E)
• Experience of designing and implementing people-related change initiatives with demonstrable positive impact (E)
• Familiarity with project management approaches used within TfL, tools and phases of the project and change life-cycle (D)
• Knowledge ofbest 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.