Licensing Support OfficerAdministrator
Transport for London
مجموع سنوات الخبرة :15 years, 0 أشهر
Spearhead compliance practices for post licensing of vehicles and taxis to ensure adequate application of federal policies and procedures to mitigate criminal activity. Lead departmental development and quality assurance by training cross-functional teams on stringent state protocols.
Administer high workflow volumes and oversee complex case management to achieve operational and individual targets. Investigate driver non-compliance and malpractice against policy. Analyse sensitive data from Police intelligence, document advancements, and instate active licensing decisions where permitted. Issue warnings, advisory cautions, and band 3 licensing referrals to enforce license revocations. Process DPA requests for licensing authorities outside of London to provide confidential applicant information as required.
•Conducted extensive evaluations and collated detailed scenario evidence to address driver dismissals and license suspensions outcomes placed by app-based private hire operators such as Bolt and UBER to recommend effective solutions based on severity misdemeanour.
•Served as project team lead and collaborated with review team leader to devise service level agreements with external transportation service providers and establish quantity of cases to be resolved daily subject to increases in volumes.
•Performed home-office checks for non-standard license holders possessing limited leave to remain residence permits within UK.
•Verified criteria fulfilment and awaited results from internal immigration officer before issuing full licenses and extensions for up to 3 years.
Functioned as active member within online application technical queries team and customer support team and delivered comprehensive assistance to colleagues. Deemed lead departmental trainer for new and current staff to ensure adequate solutions for technical enquires and enhance team skills. Upheld operational compliance and streamlined processing of license applications and renewals. Piloted clear communications through telephonic and email platforms to advise customers on progressions of license applications and inform clients of policy advancements. Liaised with police and external service providers to warrant discretion when relaying sensitive data in response to information requests.
Approved London Taxi and Private license applications by validating compliance of new and renewal applications, including medical declarations and DVLA driving license details to identify driving bans, endorsements, and entitlements. Administered DBS disclosure applications and reviewed license revocations and refusals in accordance with defined criteria. Assessed DBS certificates in comparison with TFL business regulations to analyse terms of cautions and convictions. Dispersed immigration referrals to and from home-offices based for applicants holding limited leave to remain residence permits within UK.
• Demonstrated vast industry expertise by drafting guideline documents for line managers and providing recommendations to improve adherence to service level agreements.
• Orchestrated robust project workshops and employee engagement activities to motivate teams and augment performances.
• Collaborated with executive team member to design excel spreadsheet training program to aid staff with organising customer enquiries across multiple divisions and augment customer support delivery.
• Established and formulated FAQ report to effectively log vehicle queries and capture conclusions as per policy guidelines.
o Enhanced quality assurance of confidential customer information and engendered optimal solutions.
o Built rapport with vehicle license suppliers, NSL, and vehicle policy team members.
Appointed as team executive and supported five managers comprehensive office administration, document management, and production logistics. Bolstered diary management for portfolio managers to streamline product promotions and launches, including appointment planning, travel arrangements, and event attendance. Compiled Excel funding spreadsheets for sales teams and generated expense reports for finance department by utilising SAP software, Walled Garden, and Business Warehouse internal database to evaluate revenues for specific industries.
•Contributed significantly to funding project focussed on building qualifications within vocational market to cultivate positive rapport with clients and external stakeholders.
•Slashed operational costs through astute negotiation with external vendors and secured wonderful venues to drive successful event planning and product promotions.