Customer Experience Executive

The Customer Experience Executive Team at TfL manages escalated complaints on behalf of TfL’s senior leadership team and the wider contact centre. Escalations include repeat complaints, as well complaints involving possible legal action and sensitive issues that have gained press interest. We are responsible for responding to appeals from TfL’s regulatory bodies (London Travel Watch, Local Government and Social Care Ombudsman and Rail Ombudsman).

As a Customer Experience Executive, you’ll be at the heart of some of our most complex and meaningful customer interactions. You will be independently reviewing high-level appeals from regulatory bodies, carefully reinvestigating cases and shaping TfL’s final response. You will be collaborating with colleagues across the organisation, helping them navigate challenging customer situations, supporting legal claims, and/or advising on the best path to resolution. This role goes beyond casework; you’ll also have the opportunity to share your expertise, delivering workshops to frontline teams, or providing one-to-one support to customers and families affected by serious incidents on the network. It’s a role that demands empathy, resilience, and sound judgement, where your decisions and actions can make a genuine difference.

Duties

• You will manage, end to end complex complaint reviews, taking full ownership of resolution.
• You will provide one to one support to clients of the Sarah Hope Line Incident support service (SHL), individuals who have been impacted by life-changing injuries or fatalities on the TfL network.
• You will work closely with clients who have experienced traumatic events to provide access to support services. Cases are managed remotely, mainly via telephone and often over a period of several weeks or months.
• You will provide support and advice in the management of unreasonable complainants to colleagues across the business, assuming ownership of the customer relationship when needed.
• You will manage cases in a high priority environment, working to 5 – 10 day deadlines for many cases. Executives manage and resolve an average of 30 cases per month.
• You will work closely with internal and external stakeholders to promote the activities of the Contact Centre, including delivering workshops and presentations to diverse stakeholder groups.

About you

Skills

• Excellent verbal and written communication skills, including the ability to draft accurate, concise and well-structured correspondence to the standard and style required.
• The ability to collate, interpret and present complex policies.
• Confident negotiating skills with a proven ability to effectively influence at all levels (up to and including Director level), and to communicate confidently and credibly with senior stakeholders.
• Excellent awareness of political sensitivities relating to TfL’s services and the ability to exercise sound judgement.
• The ability to manage conflicting and complex priorities and projects under pressure, and to tight deadlines.
• Good analytical and problem-solving skills, with a proven ability to deliver innovative yet practical solutions.

Experience

• Experience in working in a rapidly developing and complex customer-focused industry.
• Proven experience of writing clear, concise, customer-focused letters and emails to senior levels of authority.
• Experience of dealing appropriately with politically sensitive or high-profile issues.
• Able to demonstrate a flexible and proactive approach, demonstrating a high level of initiative, and an ability to respond positively to new situations and change.
• Experience of working in a varied professional environment and working independently of direct supervision.
• Proven experience of managing own time to meet challenging deadlines.

Excellent Benefits 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
• Tax-efficient cycle-to-work programme
• Retail, health, leisure and travel offers
• 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.

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. 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.

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