Correspondence & Investigation Officer

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• Job title:
  
  Correspondence Investigations Officer (Band
  1)
• Salary:
  Circa £28k
• Contract type:
  Permanent
• Reference: 2641
• Location:
  
  Coventry
• Final date to receive applications:
  Thursday 5th March 2026 at 23:59pm

Transport for London's Correspondence Teams sits within the Licensing & Regulation and Road User Charging directorates. These services support how TfL manages the licensing and regulations of Taxi & Private Hire service in London and the operation of our Road User Charging schemes such as the Ultra Low Emission Zone (ULEZ) and Congestion Charging. These are dynamic, fast‑paced directorates shaping the future of transport within London.

We’re looking for Correspondence Investigation Officers to join our busy team which is based in Coventry.

You’ll be responsible for making sure our customers enquiries and complaints are dealt with effectively and efficiently, whilst achieving the required performance for quality, accuracy consistency and timeliness. You’ll provide clear, detailed and accurate responses and respond on behalf of senior managers, the Commissioner and Mayor.

The ideal candidate must have a high standard of written and spoken English, along with excellent communication and teamwork skills. The ability to understand customer enquiries and complaints and respond with accurate, well‑structured written responses is paramount. Experience of working in a similar role would be useful, but not essential.

This role is based in Coventry and involves up to two months full time in the office for training. Once successfully completed, you can spend up to 50% of your time home working.

• Support senior managers by preparing, drafting and handling customer correspondence, enquiries and complaints to a high standard.
• Manage and track all correspondence, complaints, enquiries and Freedom of Information requests through to completion.
• Deliver accurate, timely responses and maintain clear, well‑organised records of all incoming and outgoing work.
• Drafting suitable replies for approval by the relevant manager, director or mayor.
• Ensure all verbal and written communications meet required standards for tone, clarity, quality and outcome.
• Respond to customers verbally advising them of the outcome of any investigation, ensuring that records of all conversations are kept.
• Carry out the necessary investigation to ensure that all responses are accurate and in accordance with the agreed policy.
• Prioritise work in accordance to agreed practices.
• Build effective working relationships across TfL and with external partners, helping to identify service issues and support continuous improvement.

• Excellent standard of written and spoken English is essential.
• Effective drafting of clear and concise correspondence, including for signature by senior managers.
• Can present written information in a way that is easy for the reader to understand by using appropriate and logical structure of sentences, paragraphs and sections in written documents
• Skilled in providing a prompt, efficient and personable service to customers and balances the needs of the customer with operational and commercial constraints.
• Can deal with customers on the phone and deliver clear precise information to the caller.
• Knowledge of the General Data Protection Regulations (GDPR)
• Efficient in the use of Microsoft Office, including Word, Outlook and Excel.
• Experience of dealing with large volumes of complaints and correspondence and delivering to tight timescales.
• Experience of working in a similar or relevant post.

• Please apply using your CV and 2-page Covering letter outlining how you meet the skills knowledge and experience. Word format preferred and do not include any photographs or images

We are committed to equality,…