Peter Bale Email & Phone Number

London And South East England

Manager of two prisoner transport vehicle depots, ensuring the safe and secure transportation of prisoners. Responsible for 80 drivers, escorts and cleaners.

London, United Kingdom

Responsibilities:• Project management of multi-modal customer information projects, including for London Overground, DLR, events and innovative electronic information. This includes the management of the team’s budgets, forecasting and paying suppliers• Manage integrated teams of up to 20 colleagues to deliver projects, including resources and stakeholders, and constructing plans• Analyse customer research to understand ‘pain points’, considering new communication methods, ensuring TfL delivers information that is easy to understand and recognisable as part of TfL, and developing TfL’s Customer Information StrategyAchievements:• Author of report investigating pan-TfL rail replacement bus customer information, recommending improvements to processes and realising cost efficiencies• Set-up of a public competition to name part of the London Overground network, which included planning, building new relationships, understanding competition law, and process management of customer responses• Implementation of an innovative smartwatch project, designed to improve the dissemination of information to staff and customers

London, United Kingdom

Responsibilities:• Lead and motivate a team of 10 people plus a graduate trainee, providing direction, strategy, setting SMART objectives, identifying development needs, managing performance and discipline.• Ensure 24-7 staff cover of the ‘live desk’ through effective staff resourcing• Manage, coordinate and oversee the strategic provision of bus real-time and planned disruption information, ensuring resources are allocated accordingly, using Twitter, Countdown and TfL Online communication channels, in an operational environment• Proactively build and maintain stakeholder relationships between my team and other business areas, internally and externally, working collaboratively and achieving results through others to the benefit of the team and customersAchievements:• Creation and implementation of a best practice guide, providing strategy, processes, and ensuring consistency and alignment of communication outputs from all team members• Increased productivity from team members through setting SMART objectives and managing performance• Built resilience cover for the Twitter feed, including testing and implementation, by persuading another part of the business to assist through their resources. This ensures continual 24-7 coverage during impromptu staff absence• Creatively introduced ‘question of the week’ on Twitter, encouraging positive staff engagement with our customers• Managing change within the team, by absorbing the Disruption Hub, providing training to instil confidence in staff

London, United Kingdom

Responsibilities:• Supervising a team of up to 15 bus drivers when controlling a rail replacement bus service, allocating resources during incidents• Provision of safe and reliable road passenger transport services, on TfL-contracted routes and rail replacement services• Conduct essential safety vehicle checks before entering public service, and understanding of duty cards, log cards, ticket machines and vehicle defect cards• Face-to-face interaction with customers, dealing with queries effectively and providing real-time travel advicePreviously worked for East Thames Buses driving London bus routes 1, 108, 132, 180 and 185.Also, driven Sir Peter Hendy's Routemaster bus on several occasions to raise money for charities including The Royal British Legion Poppy Appeal and Comic Relief. This included running days on key London bus routes 24, 188, 211 and C2.

London, United Kingdom

Responsibilities:• Managing the process of producing transport publicity in accordance with business rules and strict deadlines, ensuring a high level of accuracy and fulfilling all Equality & Inclusion objectives• Work collaboratively with cartographic, creative and media agencies to deliver customer information projects and campaigns• Development of communication plans which address the business objectives of TfL• Organise, lead and deliver marketing projects on time and to budget, and develop communication plans which address the business objectives of TfL. This includes for large scale Crossrail and London Overground rail projectsAchievements:• Pioneered the use of Adobe Illustrator to produce maps and creative design in-house, which saved TfL £10000 in the first year• Led the transition of a significant area of work from another directorate following organisational change, including identifying stakeholders, streamlining processes, staff consultation and training. This ensured my team provided a first class service to operational units, measured by an increase in productivity• Created the ‘Spider production manual’, referred to by several cartographic agencies to improve production consistency• Led the expansive upgrade of the bespoke BURP (Bus Users Route Publicity) system, identifying and assigning team roles• Continued production of high quality and accurate publicity, managing several projects at once, delivering outcomes quickly, consistently and to business requirements (e.g. RideLondon, where I received a ‘Make A Difference’ award)• Initiated a project of identifying bus routes eligible for producing in-bus route diagrams, managing the entire strategy and budget• Volunteered to become the multi-modal TfL events publicity lead

London, United Kingdom

Responsibilities:• Management and production of bus publicity in the form of leaflets, timetable panels, and bus stop and shelter posters, in accordance with business rules and deadlines• Converting operational information from London Buses’ Notice of Events into customer-friendly messaging • Inputting future service changes into BusNet for commercial bus services and GIS diagramming• Creating and maintaining specialist reporting systems, databases and management information systems • Manage the work of the Publicity Assistant, in accordance with business prioritiesAchievements:• Developed the relationship between Surface Communications and Bus Operations, to produce targeted service change and events publicity, resulting in improved information to a high standard and measured by no customer complaints• Developed, project managed and maintained timetable information on ‘Source’ (Intranet)• Produced timetables to a high level of accuracy often within tight timescales• Managed day-to-day running of the section, following the loss of my line manager in 2005

London, United Kingdom

Responsibilities:• Assist our customers and answer comments, complaints and suggestions, in writing and on the phone• Liaise with bus operators and staff at all levels• Assist with ‘publicity buses’ – advising local communities of changes to local buses• On-bus survey work, relating to the restructuring of the mobility bus network