Service and Contact Improvement Analyst

If you would like a job posted please contact us below with full details and a suitable logo – don’t forget contact information for applicants to apply and relevant close date for the role.

“As we’ve recognised along with other organisations is that there is a lot of vacancies within the market now making it really challenging to recruit into our planning team. We still really struggled to get applicants with the relevant skills. We shared the roles we currently had available to The Forum jobs page, and we saw a massive spike in applicants.” Alix Corden, Scheduling Manager, VitalityHealth

Published on 06 March 2025

Service and Contact Improvement Analyst

Stratford, London (Hybrid)

Job Purpose
This is a specialist administrative role that will assess, analyse, and investigate customer contacts and associated processes within TfL’s Contact Centre Operations area including those carried out by third parties. The job holder will support the Service and Contact Improvement Team Manager by providing recommendations where the customer experience could be enhanced, cost savings and efficiencies achieved and highlighting evidence of best practice achievement.

Key Accountabilities

1. Accountable for robust assessment of customer contacts as allocated by Team Manager, irrespective of channel, and being able to articulate the analysis and outputs clearly, via a variety of communication methods and tools, so that performance and quality is base-lined, opportunities for improvement identified and successes are shared effectively.
2. Responsible for working collaboratively across all areas of TfL, with engagement taking place with individuals and groups, to deliver effective process, performance and quality improvement.
3. Being a subject matter expert across the range of contacts received in Contact Centre Operations.
4. Provide administrative support for business change activities including outsourcing, the bringing in of new services, technology enhancements, implementation of policy and Contact Centre standards. Activities include making recommendations and refining existing processes, writing up process documentation, and user acceptance testing.
5. Represent TfL at administrative level and work collaboratively with our third-party suppliers and partners to provide a seamless experience for TfL’s customers that provides value for money.
6. Assessing of customer contacts as directed by Team Manager and write up and personally articulate findings and recommendations efficiently in an engaging style.
7. Analyse contact data reports and customer contact information so that themes and trends are quickly detected and investigated, improvements made to processes and the customer experience and successes are captured and celebrated.
8. Engage and inspire with individuals and teams within TfL’s Contact Centre Operations and third-party operations to deliver the optimum customer experience. Includes one to one collaboration with both TfL personnel and third-party agents.
9. Responsible for reviewing supplier training materials, assisting with some elements of training, and drafting correspondence templates to be used by suppliers.
10. There will be the occasional requirement to travel and stay at the locations of our third-party suppliers to assist with service transition activities.

Skills

1. Excellent communication and strong influencing skills to both individuals and groups
2. Good organisational and time management skills
3. Excellent Customer awareness and conflict management skills
4. Excellent analytical skills
5. Ability to detect, investigate and problem solve
6. Exceptional writing and verbal skills in line with TfL’s style guide
7. Ability to identify innovative customer focused solutions

Knowledge

1. Knowledge of the TfL organisation, governance and associated interfaces and watchdog bodies
2. A good knowledge of using Word, Excel and PowerPoint
3. Knowledge of contact centre tools and systems including the use of Customer Relationship Management systems
4. A good knowledge of TfL’s ticketing processes, contact centre ticketing tools and systems including the use of Customer Relationship Management systems
5. Knowledge of TfL’s complaint handling standards, conditions of carriage and GDPR policies
6. Basic Level of commercial awareness

Experience

1. Experience of working in a customer facing environment
2. Experience of problem-solving contacts and providing customer focused solutions
3. Experience of engaging with customers and/or stakeholders in writing, via phone and face to face.
4. Experience of supporting and collaborating with colleagues to resolve customer issues
5. Experience of taking personal accountability and ownership of customer issues.
6. Experience of working to customer focused standards

The closing date for this advert is Sunday 16th March at 23.59

Excellent Benefits include:

1. Final salary pension scheme
2. Free travel for you on the TfL network
3. 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
4. 30 days annual leave plus public and bank holidays
5. TfL is committed to work-life balance, operating a hybrid working approach where business and role requirements allow
6. Tax-efficient cycle-to-work programme
7. Retail, health, leisure and travel offers
8. Discounted Eurostar travel

Additional Information
Please apply supplying your CV preferably in “.docx” format. This document should be A4, in Arial 12 font, and a maximum of 2 pages per document.

If you are shortlisted you may be invited to take part in a Video interview. We endeavour to give candidates as much notice as possible however some interviews/ assessments will be organised at short notice and will require a degree of flexibility. We reserve the right to close the application window early if we receive a high volume of suitable applications.

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.

Many of our staff work flexibly in many different ways. Please talk to us at interview about the flexibility you need. We’ll see what we can do.
We understand a confidence gap can get in the way of meeting spectacular candidates. So please don’t hesitate to apply if you think you have what it takes even if you feel you don’t meet all the criteria. We’d love to hear from you.

#J-18808-Ljbffr