Head of Customer Safeguarding and Workplace Violence & Aggression

Reporting into – Director of Security, Policing and Enforcement

Contract – Full time 

Vacancy type –  Permanent

Band - 5

Location – Palestra with 50% hybrid working

About us

At Transport for London (TfL), we keep London moving safely, sustainably and efficiently for millions of customers every day. Our ambition is a transport network that is welcoming, inclusive and where every journey made feels safe and is secure and our front-line colleagues feel protected.

Our Security, Policing & Enforcement directorate works closely with operational teams, policing partners, local authorities, charities, government bodies and community organisations to tackle crime, protect vulnerable people and create a safer transport environment across the capital.

This is a unique opportunity to lead TfL's strategic approach to safeguarding and preventing workplace violence and aggression, shape the future of security and wellbeing across one of the world's largest integrated transport networks.

About the role

As Head of Customer Safeguarding and Workplace Violence & Aggression, you will provide strategic leadership for TfL's safeguarding and workplace violence reduction agenda. You will lead the development and delivery of policies, governance frameworks, operational interventions and prevention strategies that protect both vulnerable customers and colleagues across the network.

Acting as TfL's subject matter expert, you will build and maintain influential relationships with senior stakeholders across TfL, with government, policing, healthcare, local authorities, trade unions, charities and the voluntary sector. You will represent TfL on high-profile initiatives such as tackling rough sleeping, suicide prevention, ending violence against women and girls, hate crime and preventing workplace violence and aggression. You will provide assurance to TfL’s executive leadership and Board on performance, compliance and risk.

In this role, you will lead and develop TfL's specialist safeguarding and workplace violence and aggression teams, providing strategic direction and professional expertise across the organisation. You will oversee the management of complex and high-profile safeguarding and workplace violence incidents, ensuring effective interventions and support mechanisms are in place for both customers and colleagues. Working collaboratively across TfL, its operators, suppliers and external partners, you will champion a strong safeguarding culture that promotes safety, accountability and continuous improvement. You will identify emerging risks and opportunities through horizon scanning, implementing proactive measures to address future challenges, while developing evidence based policies, interventions and reporting frameworks that deliver measurable outcomes. You will also act as a trusted expert, providing advice and guidance during complex investigations, including coronial and regulatory proceedings where required.

This role sits within the Security, Policing & Enforcement leadership team and offers a rare opportunity to influence policy, operational delivery and public safety at scale.

About you

We're looking for a respected and credible leader with significant experience in safeguarding, community safety, policing, transport, criminal justice or a related public sector environment. You will bring both strategic vision and operational expertise, with a strong track record of delivering complex programmes that make a positive impact on people and communities.

You will bring extensive senior management experience gained within a complex organisation, alongside a strong understanding of safeguarding, workplace violence and aggression, equality legislation and crime reduction.  

 You will have a proven track record of developing and implementing evidenced based policies and practices, and successfully building and managing strategic partnerships with senior stakeholders across multiple organisations.

 As an influential leader, you will possess exceptional communication, negotiation and stakeholder management skills, with the confidence and credibility to engage at executive level. You will also demonstrate strong leadership capability, with experience of developing high performing teams and driving organisational improvement. Your excellent judgement and decision making skills will enable you to operate effectively in high pressure environments, while your experience of working with trade unions, representative bodies, charities and public sector partners will help you build productive and collaborative relationships. A relevant safeguarding or community protection qualification, or equivalent professional experience, will further support your ability to succeed in this role

Application Process 

Please submit a CV no more than 2 pages and a 1 page covering letter (both in Arial, font size 12) in a PDF format.

We will be holding a Spotlight session with the hiring manager on the 16th of September at 2pm. To be added to this event please email TalentAcquisitionandExecutiveRecruitment@tfl.gov.uk.

The closing date for applications is 22nd September 2026

For more information or for a copy of the job description, please email sophiemcgurn@tfl.gov.uk

We anticipate for interviews to commence the week commencing the 12th of October.

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.

Our city. Made better by you. 

TfL is a place that’s open to your ideas. Where you can make a tangible impact and see the positive results of your work on the people and places around you. It’s a place where you can thrive and achieve. Where you’re encouraged and enabled and empowered to feel pride in the work you do. The clue is in the name, really. We work together for a better London. A better place for everyone. Constantly improving and enhancing how we operate to shape a city of the future. 

Vetting Process  

At Transport for London, safety, trust and fairness sit at the heart of how we recruit. Our Vetting Charter explains the checks we may 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.  

VISA Sponsorship 

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. 

Hybrid Working 

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.

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 and 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. 50% time in the office.
• Private healthcare discounted scheme (optional).
• Tax-efficient cycle-to-work programme.
• Retail, health, leisure and travel offers.
• Discounted Eurostar travel.
• TfL employees can access electric vehicles through salary sacrifice, making them more affordable. Whether brand-new or preloved, the scheme helps you save on tax and NI while making a greener choice.

Terms and conditions:

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 members of staff are not eligible to apply to secondment opportunities.