Operations & Performance Officer

Future of London; Coventry; Hybrid; GBP 34,000 - 42,000; Full time

Benefits offered by this job

Final salary pension scheme

Free travel on TfL network

Private healthcare (optional)

Tax-efficient cycle-to-work programme

Job summary

TfL, GLA or OPDC seeks an Operations & Performance Officer to support Road User Charging operations, including congestion charging, air quality initiatives and enforcement. You will monitor performance, identify improvements, and ensure services meet customer and financial targets.

The role requires managing multiple suppliers and contracts, analysing data, and collaborating with internal/external partners in a hybrid UK-wide setting.

Qualifications

• Understand RUC legislation and enforcement frameworks.
• Read and apply legislation to operations.
• Manage high-value, customer-facing contracts.
• Use data to drive performance with suppliers.
• Oversee high-volume customer contact centres and enforcement processes.

Responsibilities

• Deputise for Ops & Performance Manager to ensure strong performance.
• Manage services, contracts, and supplier performance.
• Oversee operations including enforcement, debt recovery, and infrastructure delivery.
• Maintain relationships with customers and stakeholders.
• Make accountable decisions within budget and income goals.
• Travel to multiple locations across the UK as required.
• Align activities with TfL's safety and service standards.
• Contribute to continuous improvement and performance reviews.

Skills

Decision making

Data-driven performance

Stakeholder engagement

Strong communication

Network building

Analytical thinking

IT systems familiarity

Tools

Contract management

Supplier management

Data reporting tools

Job description

Location: ES or Tower Court (Coventry), Surface Transport Corp

Company: TfL, GLA or OPDC

Role: Operations & Performance Officer
Salary: Circa £38K depending on skills, knowledge and experience
Band: 2
Position type: PERM
Location: ES or Tower Court (Coventry)/ Hybrid

Hybrid working within this role consists of at least three days a week in the office with up to two days a week working from home.. Hybrid working arrangements can evolve subject to business requirements.

Job Purpose

As an Operations & Performance Officer, you'll support the delivery of Road User Charging (RUC) operations across a range of schemes, including Congestion Charging, air quality initiatives and traffic enforcement. Working closely with internal teams, delivery partners and contracted service providers, you'll help ensure services are delivered efficiently, effectively and in line with operational and customer service objectives.

You’ll contribute to operational excellence by supporting performance monitoring and improvement activities across all areas of RUC delivery. Using performance data, insight and stakeholder collaboration, you’ll help identify opportunities to enhance operational effectiveness, protect income streams and improve customer outcomes.

In this role, you’ll play an important part in maintaining high standards of service delivery, supporting the successful operation of multiple RUC schemes, and helping to ensure services remain customer-focused, financially sustainable and aligned to organisational priorities. Through effective partnership working and a focus on continuous improvement, you’ll help deliver positive outcomes for customers, stakeholders and the wider transport network.

Key accountabilities

• 1) Deputise for the Operations and Performance Manager to help ensure strong performance across all areas of the operation though delivering effective management regimes that ensure consistent and high performance from all suppliers. This will also involve ensuring engagement with suppliers is consistent with RUC expected standards.
• 2) The post holder is responsible for assisting in delivering effective management of all services including supplier management, contracts, agreements, and service levels with a focus on data led performance decisions that ensure income is protected and costs are effectively managed.
• 3) The post holder will be expected to contribute to the management of a range of services and suppliers that will include both operational and technical delivery, the types of services including customer facing/business operations, enforcement operations and debt recovery, infrastructure and technical delivery including camera, data networks and system delivery and on street infrastructure.
• 4) Manage the operational relationships with our customers, road users and stakeholders, working with our customers to deliver better performance, addressing concerns and educating our customers owning the end to end engagement with our stakeholder.
• 5) The post holder must be able to make accountable decisions and show an excellent operational knowledge and understanding of the services.
• 6) Ensure that all decisions take into account the financial consequences and are with budget or increase income.
• 7) Ad hoc duties and accountabilities as directed by management as appropriate and the role will also require travel to and work from multiple location throughout UK.
• 8) Understand the Surface Safety vision of “Everyone home safe and healthy every day” and be aware of their contribution to the strategy including the “everyone must” activities identified.

Skills, Knowledge and Experience

Knowledge

• 1) An understanding of Road User Charging legislation and relevant Traffic Enforcement legislation including relevant legislative legal frame works such as Traffic Management Orders and Scheme Orders;
• 2) Knowledge of working within a legal framework including the ability to read and interpret legislation and apply this to an operation;
• 3) Knowledge of the operational management of high value, customer facing large transaction based contracts;
• 4) Knowledge of using data to drive high performance and working with internal and external suppliers in a high pressure environment ensuring that they deliver high performance.
• 5) A good understanding of the management of high volume transactional customer contacts centres and customer service environments and the enforcement and notice processing of such schemes and the management of such services through clear risk based quality performance regimes and reporting mechanisms

Skills

• 1) Effective decision maker with strong, demonstrable influencing, negotiation and networking skills;
• 2) The ability to drive performance from data and customer feedback;
• 3) Work effectively with IT based operational systems and technologies that enable RUC to be delivered;
• 4) Excellent oral and written communication skills including delivering presentations and complex information to external audiences
• 5) Management and organisational skills and experience, including decision making and creative thinking with an ability to challenge the status quo;
• 6) Ability to build and maintain a useful network of contacts and working relationships internally and externally;
• 7) Recognise the importance of customers and demonstrate a commitment to ensuring they are satisfied and well served.

Experience

• 1) Experience and success in managing contracts delivering customer customer-focused operational services in a challenging multi-disciplinary environment;
• 2) Experience in a similar or relevant position in a public sector or commercial environment;
• 3) Experience of monitoring and management of service providers internal and external to deliver to high performance standards, interpreting performance data and devising strategies and solution to deliver results;
• 4) Experience of representing of an organisation internally;
• 5) Experience of working in fast paced operation managing issues through to resolution and responding to changing operational and customer demands whilst planning and setting goals and targets for the operation to deliver to.

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

The closing date for applications is 11th September at 23:59

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.

Vetting Process

At Transport for London, safety, trust and fairness sit at the heart of how we recruit. Our Vetting Charter (https://tfl.gov.uk/corporate/careers/our-vetting-process) explains the checks we 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.

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