Business Improvement Manager

Endeavour Square Business Improvement Manager Are you passionate about providing world class customer service? Do you get frustrated when things aren't working efficiently? Can you identify and understand complex problems and implement solutions to fix them? Can you build strong working relationships with wide groups of stakeholders? Do you have a positive impact on others? If you've answered 'yes', then we're looking for someone just like you to join Customer's Contact Centre Operations (CCO) as our Business Improvement Manager! With over three million contacts every year (and growing!), Contact Centre Operations (including the Contact Centre, Visitor Centres and Lost Property Office) exists to care for our customers. Our work includes: Resolving customer queries including travel information, providing refunds for their journeys and staff and service performance feedback Reuniting customers with their property lost on our services at the Lost Property Office Providing face to face customer support at our five Visitor Centres across London Ensuring prompt and effective action for safety issues flagged by our customers Ensuring CCO runs effectively and efficiently by through demand management and delivering business improvement initiatives The Business Improvement Manager is the lead for all of CCO's continuous improvement activity to maximise the quality of our customer service, minimise cost and improve our colleagues' working lives. This is key to achieving the CCO vision of providing world class customer service by world class people. The role will: Embed a culture of continuous improvement across CCO, leading a team of analysts to identify pain points and inefficiencies and deliver improvements in our ways of working Manage the delivery of CCO's five year strategic roadmap to achieve world class customer service including sponsorship of projects and local improvement initiatives Manage CCO's Business Planning, finances and other governance processes to ensure we have the funding and resources required to deliver our ambitions Lead on risk and audit management, and work with stakeholders to implement the necessary improvements Keep abreast of Contact Centre industry best practices and how they can be implemented in CCO Provide internal consultancy to teams across CCO to help resolve some of their biggest challenges and build business improvement capability across teams

Transport for London (TfL) is a local government body responsible for the transport system in Greater London, England. Its role is to implement the transport strategy and to manage transport services across London. The organisation is a functional body of the Greater London Authority and is controlled by a board whose members are appointed by the Mayor of London, who chairs the board. TfL is one of the largest local government organisations in the UK, employing around 28,000 permanent staff. It has an annual budget of around £10 billion and provides transport services to over 30 million people who live, work and visit London.