Operations & Performance Officer in London

Key Information

• Salary: £38, Grade: Band 2
• Contract type: Full-time
• Location: Coventry and London with 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.

Application closing date: 22 February 2026 @ 2359

Overview of project/role

Transport for London’s Road User Charging (RUC) team sits at the centre of how the capital manages congestion, improves air quality, and keeps the city moving. Overseeing major schemes such as the Congestion Charge, ULEZ and LEZ, the business area delivers and evolves the systems, policies and digital services that support cleaner travel and reduce traffic across London. With citywide ULEZ expansion and ongoing updates to charging policy, RUC is a dynamic, fast-paced environment shaping the future of sustainable transport.

As an Operations and Performance Officer, you’ll play a key role in ensuring the effective delivery of Road User Charging (RUC) services. You’ll support the management of contracted partners, internal teams, and strategic relationships to keep our operations running smoothly. In this role, you’ll drive high performance and excellent customer service across all areas of RUC delivery. You’ll help enhance the performance of our schemes — including Congestion Charging, Air Quality programmes, and Traffic Enforcement — while focusing on protecting income, improving service quality, and maintaining strong operational standards. This role involves working across multiple locations, including travel between London and Coventry. All travel expenses will be covered.

Key Accountabilities

Your duties will include, but not be limited to:

• Support effective management of all services, including supplier oversight, contracts, agreements and service levels, using data led performance decisions to protect income and ensure costs are well managed.
• Contribute to managing a broad range of services and suppliers across both operational and technical delivery, including customer facing operations, enforcement and debt recovery, infrastructure, camera and data networks, system delivery and on street assets.
• Manage operational relationships with customers, road users and stakeholders, working collaboratively to improve performance, address concerns, educate users and lead end to end stakeholder engagement.
• Ensure decisions reflect financial impacts, remain within budget or increase income, and demonstrate strong judgement with a clear awareness of reputational risk.
• Deputise for the Operations and Performance Manager to maintain strong performance across all operational areas by supporting effective management frameworks that drive consistent high performance from all suppliers, ensuring their engagement aligns with RUC standards.

Skills, Knowledge & Experience

Skills

• Make effective decisions with strong influencing, negotiation and networking skills (Essential).
• Use data and customer insight to drive performance and continuous improvement (Essential).
• Manage time and multiple workstreams while effectively prioritising tasks in a fast paced environment (Essential).
• Adapt quickly to change and absorb new information while keeping specialist knowledge up to date (Essential).
• Communicate clearly and confidently in both written and oral formats, including presenting complex information to varied audiences (Essential).
• Work confidently with IT systems and technologies that support RUC operations (Highly desirable).
• Apply strong management and organisational skills, using creative thinking and challenging the status quo where appropriate (Highly desirable).
• Build and maintain strong working relationships and a wide network of contacts internally and externally (Highly desirable).
• Demonstrate a strong customer focus and a commitment to delivering high quality service (Highly desirable).

Knowledge

• Understand legal and regulatory frameworks, including interpreting legislation and applying it within an operational context (Essential).
• Understand operational management of high value, customer facing, transaction based contracts (Essential).
• Use data confidently to drive performance and manage suppliers in high pressure operational environments (Essential).
• Demonstrate strong IT literacy, including Microsoft applications and the ability to work across multiple systems simultaneously (Essential).
• Understand regulatory compliance and enforcement processes, including risk based quality assurance and reporting mechanisms (Essential).
• Understand Road User Charging and Traffic Enforcement legislation, including relevant legal frameworks such as Traffic Management Orders and Scheme Orders (Highly desirable).

Experience

• Work in a similar operational role within a public sector or commercial environment (Essential).
• Monitor and manage service providers to high performance standards, interpreting data and developing strategies that deliver results (Essential).
• Manage contracts delivering customer focused services in a complex, multidisciplinary environment (Essential).
• Communicate complex information effectively to stakeholders and customers (Essential).
• Represent an organisation with professionalism in internal or external settings (Highly desirable).
• Operate in a fast paced environment, resolving operational issues, responding to changing demands and setting goals for delivery (Highly desirable).
• Act as a second level escalation point in a high volume environment, interpreting and applying legislation or policy with strong attention to detail (Highly desirable).
• Manage high volume customer service and transactional operations (Highly desirable).

Application Process

Please apply using your CV. Think carefully about the skills, knowledge and experience in the advert and cover this in your CV. PDF format preferred and do not include any photographs or images.

Additional information

Candidates who are progressed to assessment will need to bring a laptop with them, with access to Microsoft 365 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.

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 but mostly include the below:

• 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
• Retail, health, leisure and travel offers
• Discounted Eurostar travel

We will make every effort to give you as much notice as possible, however some interviews/assessments could be organised at short notice.

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 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.