Operations & Performance Officer

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.

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.

• 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.

• 1) An understanding of Road User Charging legislation and relevant Traffic Enforcement legislation including relevant…