Overview of role
Develop, manage and maintain TfL’s relationships with a range of taxi and private hire (TPH) stakeholders. This will include researching, drafting and coordinating responses to high volumes of stakeholder correspondence, ensuring responses are timely, accurate and of high quality. Manage, draft and collate responses to Freedom of Information (FOI) requests, Mayor’s Questions and develop strategic papers and presentations for TPH senior managers. 

The job holder will need to work flexibly and employ a broad range of communication and engagement skills to manage correspondence and engagement activities related to TPH stakeholders.

Key Accountabilities 

1. Responsible for collating, investigating and providing high quality responses to correspondence from senior stakeholders such as Members of Parliament, Assembly Members, and TPH trade representatives, including timely replies to requests for information, casework, as well as strategic responses to a range of enquiries. 
2. Build and maintain an accurate database of correspondence received and responded to, monitoring performance and ensuring that responses are produced in a timely manner. 
3. In line with TfL Style Guide, develop standard paragraphs to be used within the team and across TfL to ensure accurate and consistent messaging. 
4. Responsible for identifying potential risks and sensitivities, suggesting mitigation and the approach to take to the Taxi and Private Hire Stakeholder Lead, General Manager of Taxi and Private Hire, other internal stakeholders and communications colleagues.
5. Contribute to the development of appropriate processes to improve high priority correspondence and stakeholder management and work with relevant colleagues and managers to minimise reputational risk to TfL 
6. Support the Taxi and Private Hire Stakeholder Lead and General Manager of Taxi and Private Hire by co-ordinating engagement activities and meetings, preparing strategic papers and presentations for discussion with TPH stakeholders and ensure actions are followed up and closed. 
7. Develop and maintain accurate records of actions agreed/decisions made in meetings and follow-up with senior managers to ensure appropriate action is taken in a timely manner.

Key Interfaces:

• Reports to the Taxi and Private Hire Stakeholder Lead
• General Manager of Taxi and Private Hire
• Senior managers (Band 4 & 5) in Taxi & Private Hire and Enforcement & On Street Operations 
• Public Relations and Corporate Affairs 
• Taxi & Private Hire department and Compliance, Policing and On-street Services •    Customer Experience 
• TfL Legal
• Customer Correspondence Manager

Skills, Knowledge & Experience 

Skills

• Excellent writing and communication skills (essential)
• Computer literate, including Microsoft Office packages (essential)
• Excellent ability to organise and prioritise work in a fast-moving environment (essential)
• Ability to communicate confidently and credibly with a range of stakeholders (essential)
• Ability to draft high quality correspondence drawing on diverse sources of information
• Building excellent cross team relationships 
• Good data management including analysis of correspondence performance
•  

Knowledge

• Educated to degree level or relevant experience (essential)
• Excellent understanding of communications/public relations techniques and best practice (essential)
• Good understanding of transport issues, in particular taxi and private hire (desirable)
• Good understanding of the public sector environment (desirable)
• Good knowledge of political environment in which TPH operates (essential)

Experience

• Experience in corporate/internal communications, PR and/or customer communications, preferably in the public sector (essential)
• Experience of working in highly sensitive and political environment (essential) 
• Experience in producing high quality, concise responses to politically and commercially sensitive enquiries (essential)
• Experience in managing VIP correspondence in a Government department or a comparable organisation (desirable)

Equality and Diversity 

We are an equal opportunity employer and value diversity. We do not discriminate on the basis of race, religion, ethnicity, gender, sexual orientation, age or disability status.

On this recruitment campaign, as part of TfL’s continuing commitment to be an inclusive and equal opportunity employer we will be removing personal identifiable information from CVs and covering letters that could cause discrimination. 

Application Process

Please apply using your CV and a two-page covering letter.
 
Think carefully about the skills, knowledge and experience in the advert and cover this in your CV and cover letter.