Dispatch Manager in City of Westminster

As we continue to support the delivery of critical transport and ticketing services across the UK, we are seeking a Dispatch Manager to join our Transport for London programme.

The role is responsible for managing all aspects of tickets dispatch operation, including processing tickets and stationary orders, receiving, storing, producing, and securely distributing tickets to ensure customers receive the correct products on time and in accordance with contractual requirements. The Dispatch Manager works closely with operational teams, customer service functions, and external customers, playing a key role in maintaining stock accuracy, leading tickets dispatch activities, and ensuring high standards of security, compliance and customer service.

Key Responsibilities

• Management and control of all card and ticket enablement activities.
• Ensure tickets are delivered in a timely manner in accordance with contractual requirements.
• Plan, schedule and control the production and despatch team functions.
• Respond to and resolve customer, agent, and retailer queries relating to stock and dispatch activities.
• Provide and create, where necessary, reports or statistics to support contract and business reporting needs.
• Support continual improvement of processes and operational procedures.
• Ensure all card and ticket enablement activities comply with company policies, procedures, quality standards, and health, safety, security and environmental requirements.
• Support the wider OSS team and undertake other reasonable duties as required.

Qualifications and Experience

• Previous experience in a dispatch, warehouse, logistics, or parcel delivery environment.
• Previous experience in delivery scheduling and planning.
• Previous experience in a customer service environment.
• Experience of managing or supervising staff.
• Basic to intermediate IT skills, including Microsoft Office, Excel and email.
• Good literacy, numeracy and communication skills.
• Good understanding of health and safety requirements.
• Educated to A-Level (or equivalent), including Maths and English.
• Ability to obtain and maintain required background screening and security clearances.

Desirable Requirements

• Full UK driving licence.
• Knowledge of London Transport Services and Products.
• Experience within secure storage, ticketing or distribution operations.

Skills and Personal Attributes

• Strong attention to detail and commitment to accuracy.
• Good organisational and time‑management skills.
• Good written and verbal communication skills.
• Good leadership skills.
• Flexible and adaptable approach to changing priorities.
• Ability to follow established procedures and work with minimal supervision.
• Commitment to maintaining high standards of security, safety and customer service.

Benefits

• 25 days per annum of holiday plus 8 bank holidays.
• Pension: 4% employee and 4% employer contributions.
• Private medical insurance, including dental and optical.
• Life assurance.
• Income protection.
• Employee assistance programmes.
• Flexible and remote working options.
• Charitable initiatives.
• Social events, both formal and informal.
• Learning and development opportunities.