Customer Relations and Admin Coordinator

The Opportunity

We are looking for a Customer Relations and Admin Coordinator to join our Customer Experience team for 12 months. This varied role will support the smooth running of the directorate, helping us respond effectively to customer feedback while coordinating reporting, systems and key administrative activities.

What You Will Do

• Liaise with the TfL Contact Centre and local managers to coordinate the investigation and response to customer feedback and complaints.
• Maintain accurate information within our CRM and Business Management Systems.
• Produce customer feedback and performance reports, including information required for ORR reporting.
• Manage procurement administration, including raising and tracking purchase orders and liaising with suppliers.
• Support customer service audits and ensure follow-up actions are tracked.
• Support the Customer Experience Manager with meetings, minutes and general administration.
• Maintain accurate and compliant records across the Customer Experience Directorate.
• Support customer-facing colleagues and customers during disruption as part of our step-in programme.
• Follow relevant safety and environmental procedures and contribute to continuous improvement.

What You Will Bring

• GCSE-level education or equivalent, including English and Mathematics at Grade C/4 or above.
• Strong written and verbal communication skills.
• Excellent organisation and the ability to manage multiple priorities.
• A customer-focused and empathetic approach to handling feedback and complaints.
• Strong attention to detail and confidence working with reports, records and data.
• The ability to build effective relationships with colleagues, partners and stakeholders.
• Good digital skills, with the ability to learn and confidently use different systems.
• A proactive, adaptable and collaborative approach.

Benefits and Rewards

Travel Benefits (discretionary):

• Free zones 1-6 Oyster travel card, for you and another person who lives at the same address
• 75% discount on all UK rail travel, and some international services

Pension: You will be automatically enrolled into our excellent pension scheme. After two years, you will have the option of joining our defined benefits scheme

Star Hub: A dedicated online benefits platform for retail and entertainment discounts

About Us

GTS values its workforce, offers career progression and provides a platform to grow and develop.

We aspire to set a new transport standard for the UK, moving people and connecting communities better than anyone else. We are making long-term improvements to our network and creating a better service for our customers. We are a trusted operator with proven experience and have a mission to enable our employees to reach their full potential.

We welcome applications from a diverse range of candidates regardless of background, disability or gender and are committed to creating a workforce as diverse as the communities we serve.