FOI request detail

Visitor Centres and Visitor Advisors with TRANSPORT FOR LONDON

Request ID: FOI-2740-2122
Date published: 22 March 2022

You asked

Could you please tell me how many Visitor Centre's are there run by Transport for London? And where these are located? How many Visitor Advisors are employed in each of these? Can you please give me the Job description for a Visitor Advisor with Transport for London? Are Visitor Advisors based at one Visitor Centre or do they work in different locations? Are the Visitor Advisors considered Transport for London employees? Do they still receive all the benefits a Transport of London employees receives? What is the average salary for a Visitor Advisor with Transport for London? Is this based on a hourly rate or a flat annual salary? Can you tell me how this breaks down? What is the overtime rate for a Visitor Advisor with Transport for London? Are there incentives for selling London Attractions and Bus Tours say? So you'd get more money on top of your salary? If so, how does this work? What are the Visitor Advisors contractual working weekly hours? How many days do Visitors Advisors work on average per week? How long does a Visitor Advisors shift last? What is the start time and finish time for a standard shift as a Visitor Advisor? When was the last time this role was advertised externally?

We answered

TfL Ref: FOI-2740-2122

Thank you for your request received by Transport for London (TfL) on 28 February 2022, asking for information about TfL’s Visitor Centres and advisors.

Your request has been considered in accordance with the requirements of the Freedom of Information Act  and our information access policy.  I can confirm that we hold the information you require. You asked:

Could you please tell me how many Visitor Centre's are there run by Transport for London? Six in total, three currently open.

And where these are located? Gatwick Airport – North and South Terminals; Heathrow Airport, Piccadilly Circus station, Liverpool Street station, Victoria Station and Kings Cross station. Currently only Piccadilly, Victoria and Kings Cross centres are open.

How many Visitor Advisors are employed in each of these? The table below shows the current headcount with redeployment.
Redeployment Actual
Gatwick 0
Heathrow 0
Kings Cross 5
Liverpool Street 0
Piccadilly 2
Victoria 5

Can you please give me the Job description for a Visitor Advisor with Transport for London? Please find the job description attached.

Are Visitor Advisors based at one Visitor Centre or do they work in different locations? Advisers are usually assigned to their own centre, there is however a cover duty as part of their roster and they may be moved to other centres to provide coverage.

Are the Visitor Advisors considered Transport for London employees? Yes, they are if directly employed by TfL.
 
Do they still receive all the benefits a Transport of London employees receives? Yes, if directly employed by TfL.
 
What is the average salary for a Visitor Advisor with Transport for London? Band 1 pay range between £21.300 - £31.000.
 
Is this based on a hourly rate or a flat annual salary? It’s an annual salary.
 
Can you tell me how this breaks down? Salary is agreed upon employment.
 
What is the overtime rate for a Visitor Advisor with Transport for London? Overtime rates are time + half for Monday – Saturday and double time for Sundays and Bank holidays. A full shift of overtime (rest day working) contains one hour of unpaid lunchbreak and 2 x paid 15 mins breaks (as per a normal shift). 
 
Are there incentives for selling London Attractions and Bus Tours say? Yes.
 
So you'd get more money on top of your salary? Yes.  
 
If so, how does this work? It is commission based on periodic non-TfL sales from various companies.
 
What are the Visitor Advisors contractual working weekly hours? 35 hours.
 
How many days do Visitors Advisors work on average per week? Five.
 
How long does a Visitor Advisors shift last? 7:40hrs.
 
What is the start time and finish time for a standard shift as a Visitor Advisor? Shifts vary. Currently all shifts are 09:15 – 16:55 during the redeployment.
 
When was the last time this role was advertised externally? In 2017.

If this is not the information you are looking for, or if you are unable to access it for any reason, please do not hesitate to contact me.

Please see the attached information sheet for details of your right to appeal as well as information on copyright and what to do if you would like to re-use any of the information we have disclosed.

Yours sincerely

Eva Hextall
FOI Case Management Team
General Counsel
Transport for London

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