Snr Assisted Transport Support Officer

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Key Information

Job title: Snr Assisted Transport Support Officer

Salary: £38,000                                         

Grade: Band 2

Contract type: Perm, TfL                            

Reference: 1268 

Location: Progress House Mandela Way, Bermondsey with hybrid working - Please note, the office location will be moving to West Ham at the end of the year. 

Application closing date: Monday 16th June @ 23:59

Overview of project/role
Determine how to efficiently organise the work of  the Assisted Transport Support team who deliver support functions  include eligibility assessments, customer record upkeep and the provision of specialist advice,  necessary to manage access to the assisted transport services that TfL provides: Dial-a-Ride, Capital Call and the Travel Mentoring service 

Provide specialist advice and assistance to TfL stakeholder teams in relation to assisted transport services and stakeholder feedback gathered through the activities of the local and regional partnership teams.

Key Accountabilities 
• Work with the other members of the Assisted Transport Support team to ensure team compliance with required standards of first line specialist advice to potential assisted transport users to guide them to the most appropriate services. 
• Run regular quality checking reports on team outputs, analyse any patterns of errors and coach staff to ensure future compliance with required standards to ensure performance of team is within agreed KPIs and quality standards.
•Organise team resources to ensure administrative support to projects and improvement initiatives related to assisted transport services, as and when required to ensure appropriate coverage to complete all tasks and achieve SLA's.
•Analyse performance and work patterns and implement continuous improvements to processes as required to ensure that the team maximise efficiency in order to deliver against agreed targets, SLA's and compliance standards. 
•Contribute to the enhancement of TfL's Health and Safety culture by conducting ongoing analyses of patterns of safety related issues arising out of customer inquiries, membership applications or staff and customer feedback and taking action promptly to resolve them, to be in line with Surface Transport safety vision of 'Everyone home safe and healthy every day'. 
•Liaise with other TfL departments to provide specialist advice where required to ensure understanding of the social model of disability and how On-Demand transport services can assist disabled customers.    
•Management of complex and sensitive customer issues and escalations, including regular liaison with third party suppliers to ensure correct application of processes and procedures and to protect TfL's reputation.
•Deputise for the Assisted Transport Manager where required.

Skills, Knowledge & Experience 
Skills
• Excellent verbal and written communication skills and the ability to communicate clearly and effectively with a diverse range of internal/external customers (essential)
• Good organisational and time management skills (essential)
• Excellent and demonstrably accurate data entry skills (essential)
• Proficiency in the use of Microsoft Office, including Outlook, Word, Excel and Powerpoint (essential)
•Ability to analyse various sources of information to make informed decisons and investigate cases where appropriate (essential)
Knowledge
• Knowledge of the range of accessible transport options in London (essential)
• Knowledge and understanding of the barriers faced by disabled and older Londoners ( essential)
• Knowledge and understanding of the social model of disability (essential) 
•Knowledge of, or ability to learn, the principles of Lean 6 Sigma or similar (essential)
• Knowledge of the HSE Risk Assessment process and procedure (desirable) 
Experience 
•Experience of working with a complex customer data record system (essential)
•Experience of dealing with external customers in  face to face situations, on the telephone and in written responses (essential)
•Experience of working in a multi-functional and flexible administrative team (essential)
•Experience of implementing a business process review ( desirable)

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.

Application Process 

Please apply using your CV and a two page covering 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

The closing date for applications is Monday 16th June @ 23:59

Benefits
In return for your commitment and expertise, you will enjoy excellent benefits and scope to grow.  Rewards vary according to the business area but mostly include:

•    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.