We are recruiting for a Business Services Call Adviser to join Transport for London on an interim contract. This role is responsible for providing administrative support to ensure the effective day-to-day operation of the wider directorate, enabling governance, non-operational resourcing, and other administrative processes to work smoothly.

Role overview:

The Business Services Call Adviser will be responsible for handling internal and external customer enquiries (mainly calls and some emails) across a range of matters in Human Resources and Finance, driving timely resolution whilst also providing a high level of customer service. The role sits under the ‘Customer Support’ team in the Business Services Function. The BSCA will provide exceptional customer service on queries through providing accurate advice and timely resolution, operate as a reference point for directing customers to the self-service portal for queries as a first point of contact, assess and pass customer queries via case management system to level two support, when functional subject matter expertise is required. The role will ensure customer satisfaction targets are met whilst driving ‘first time resolution’ on most customer queries and support with any activities that are required as part of Continuous Improvement projects.

Key Information:

• Location: Stratford (Hybrid)
• Hours: 35 hours a week, Monday - Friday
• Hourly Rate: £16.45 per hour
• Contract Duration: 6 months (view to extend)
• Start Date: ASAP

Key Accountabilities:

• Provide an exceptional level of customer support by having a clear understanding of the supporting policies, procedures and systems/applications required to advise customers on their queries
• Receive incoming phone calls, emails and provide a courteous and personable customer experience, whilst also directing customers to level 0 support (self-service portal and employee information)
• Support by delivering against adviser performance targets in order to ensure service level targets are met
• Investigate customer queries and when applicable, document and pass query via case management system to level two support (functional subject matter experts), whilst ensuring customers are clear on next steps and the agreed Service Level Agreements (SLAs) (e.g. 48 hours call back/email follow up/response)
• Update case management system and related applications in line with agreed policy and guidelines
• Document clear notes in line with training/guidelines in case management system
• Undertake escalation process for select calls when required and follow helpdesk guidelines
• Support with any ad-hoc analysis that may be required by the Customer Support team lead/ manager (e.g. analysis with Customer Support operational performance)
• Input into any key discussions around how Continuous Improvement can be leveraged to optimise Customer Support operations

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