Head of Customer Safeguarding and Workplace Violence & Aggression

Transport for London (TfL) is dedicated to keeping London moving safely, sustainably, and efficiently. Our ambition is a transport network that is welcoming, inclusive, and where every journey feels safe and secure, and our front-line colleagues feel protected.

The Security, Policing & Enforcement directorate collaborates with operational teams, policing partners, local authorities, charities, government bodies, and community organizations to tackle crime, protect vulnerable individuals, and enhance safety across the capital's transport network.

This is a unique opportunity to lead TfL's strategic approach to safeguarding and preventing workplace violence and aggression, shaping the future of security and wellbeing across one of the world's largest integrated transport networks.

About the Role

As Head of Customer Safeguarding and Workplace Violence & Aggression, you will provide strategic leadership for TfL's safeguarding and workplace violence reduction agenda. You will lead the development and delivery of policies, governance frameworks, operational interventions, and prevention strategies designed to protect both vulnerable customers and colleagues across the network.

In this role, you will serve as TfL's subject matter expert, cultivating and maintaining influential relationships with senior stakeholders within TfL, government, policing, healthcare, local authorities, trade unions, charities, and the voluntary sector. You will represent TfL in key initiatives such as tackling rough sleeping, suicide prevention, ending violence against women and girls, hate crime, and preventing workplace violence and aggression. You will provide assurance to TfL’s executive leadership and Board on performance, compliance, and risk.

You will lead and develop TfL's specialist safeguarding and workplace violence and aggression teams, offering strategic direction and professional expertise organization-wide. You will oversee the management of complex and high-profile safeguarding and workplace violence incidents, ensuring effective interventions and support mechanisms are in place for both customers and colleagues. Collaborating across TfL, its operators, suppliers, and external partners, you will champion a robust safeguarding culture that promotes safety, accountability, and continuous improvement. Identifying emerging risks and opportunities through horizon scanning, you will implement proactive measures to address future challenges, while developing evidence-based policies, interventions, and reporting frameworks that yield measurable outcomes. You will also act as a trusted expert, offering advice and guidance during complex investigations, including coronial and regulatory proceedings where necessary.

This role is part of the Security, Policing & Enforcement leadership team, offering a significant opportunity to influence policy, operational delivery, and public safety at scale.

About You

We are seeking a respected and credible leader with substantial experience in safeguarding, community safety, policing, transport, criminal justice, or a related public sector field. You will possess both strategic vision and operational expertise, with a proven track record of successfully delivering complex programs that positively impact individuals and communities.

You will bring extensive senior management experience gained within a complex organization, coupled with a strong understanding of safeguarding, workplace violence and aggression, equality legislation, and crime reduction.

A proven ability to develop and implement evidence-based policies and practices, and successfully build and manage strategic partnerships with senior stakeholders across multiple organizations, is essential.

As an influential leader, you will demonstrate exceptional communication, negotiation, and stakeholder management skills, possessing the confidence and credibility to engage at an executive level. You will also exhibit strong leadership capabilities, with experience in developing high-performing teams and driving organizational improvement. Your excellent judgment and decision-making skills will enable effective operation in high-pressure environments, while your experience working with trade unions, representative bodies, charities, and public sector partners will facilitate the building of productive and collaborative relationships. A relevant safeguarding or community protection qualification, or equivalent professional experience, will further enhance your suitability for this role.

Application Process

Please submit a CV (no more than 2 pages) and a 1-page covering letter (both in Arial, font size 12) in PDF format.

A Spotlight session with the hiring manager is scheduled for September 16th at 2 pm. To be added to this event, please email TalentAcquisitionandExecutiveRecruitment@tfl.gov.uk.

The application deadline is September 22nd, 2026.

For further information or a copy of the job description, please email TalentAcquisitionandExecutiveRecruitment@tfl.gov.uk.

Interviews are anticipated to commence the week of October 12th.

Equality, Diversity, and Inclusion

We are committed to fostering equality, diversity, and inclusion, aiming to reflect the city we serve and enhance innovation and efficiency. Our recruitment process is designed to be as inclusive as possible. As a Disability Confident Employer, we guarantee an interview to any disabled candidate who meets all essential criteria.

Our City. Made Better by You.

TfL offers an environment where your ideas are valued, and you can make a tangible impact on people and places. It's a place to thrive, achieve, and feel pride in your work. We collaborate for a better London and continuously improve our operations to shape the city of the future.

Vetting Process

Safety, trust, and fairness are central to TfL's recruitment process. Our Vetting Charter outlines the checks conducted before employment to ensure a safe, inclusive, and reliable network. Honesty and accuracy in your application are crucial for a smooth process. If information cannot be verified, we may not be able to proceed, but transparency, respect, and clear communication will be maintained throughout.

VISA Sponsorship

All employment offers are contingent upon satisfactory right-to-work checks. Candidates must demonstrate their legal right to work in the UK. TfL is currently unable to offer visa sponsorship for this role.

Hybrid Working

Hybrid working in this role allows for a balance of approximately 50% of your time spent between the office and home over a 4-week period. Hybrid working arrangements may be subject to change based on business needs.

Benefits

In return for your commitment and expertise, you will receive excellent benefits and opportunities for growth:

• Final salary pension scheme
• Free travel on the TfL network
• Reimbursement of 75% of the cost of a standard class National Rail ticket from home or a 28-day flexi ticket
• 30 days of annual leave plus public and bank holidays
• Hybrid working, typically 50% in the office, balancing work and personal life
• Optional private healthcare discounted scheme
• Tax-efficient cycle-to-work programme
• Access to retail, health, leisure, and travel offers
• Discounted Eurostar travel
• Access to electric vehicles through a salary sacrifice scheme, offering tax and NI savings and promoting greener choices.

Terms and Conditions: NPL Applications

Temporary workers applying for internally advertised roles must be on PAYE terms via an agency or Umbrella Company. Those paid through their own limited companies are ineligible to apply.

NPL staff members are not eligible to apply for secondment opportunities.