AddressOrganisation-Customer Service
Job- Customer Care
Position Type-Full Time
Please note that applying for this role means you have read and understood this advert and any associated links. Please read the job description carefully.
This recruitment campaign is to recruit to a waitlist for permanent opportunities as they arise. We will be offering roles on an ongoing basis over the next two years.
Please note we have recently reopened this campaign and candidates who have previously applied to the current CSA 044474 as well as the recent CSA2 Full-Time 040772 OR CSA1 Night Tube 040513 positions are not eligible to apply for this campaign.
‘’The main highlight of the job is the operational tasks we are required to do on a daily basis, which includes the gate line (helping customers with their ticket/ Oyster at the gates) and the platform announcements which I really enjoy. I like the fact you can make a person smile or make a difference to their day by simply doing your job.’’ – Pulian, CSA
Salary:£30,381.
Working Hours: As a CSA, you'll play a vital role in ''Keeping London Moving''. For this reason, you would be expected to work on a varied shift pattern which will include early starts (04:30) and late finishes (01:30), weekends and public holidays. This is a full-time position, working 35 hours per week and you will be required to work on any day of the year. Please note we are unable to offer a fixed shift pattern.
We know that this may mean sometimes having to turn down invites from friends and family and so in return for your service, you'll receive 37 days of annual leave a year as well as many other benefits.
Location: You will be assigned to a group of stations as determined by the business and could be required to work at any of the number of stations within that Cover Group. Areas can be anywhere covered by the London Underground Network. You must be able to travel to anywhere on the London Underground network for both start or end of service, as mentioned above.
Contract Type: LU Permanent
Closing date for Applications:Sunday 3rd of March at 23:59pm
Please note: Due to the expected high response to these vacancies, we reserve the right to close this campaign once we have a suitable pool of applicants, which could be prior to the published application closing date. If you wish to apply for this role, we strongly advise you do this quickly, as on previous campaigns we have closed before the advertised closing date.
About us
London Underground, better known as the Tube, has 11 lines covering 402km and serving 272 stations across the London.
The Tube handles up to five million passenger journeys a day. At peak times, there are more than 543 trains whizzing around the Capital.
Transport for London leads the way as a unique public service and an inclusive and flexible organisation, committed to developing you. We treat our staff with the same commitment we give our customers; their satisfaction is a measure of our success.
‘’There’s a lot of potential to advance in the company which my previous job didn’t provide’’ Clarke, CSA – Central Line
About you
We are looking for friendly, reliable, helpful people and a genuine passion for delivering outstanding Customer Service. We are looking for confident people who can quickly take in information about our services, become experts on their local working areas and always promotes a positive image.
Not only will you enjoy a highly competitive salary and benefits package – you will also be part of a team committed to exceptional service delivery.
As a CSA, you would be expected to work on a varied shift pattern which will include early starts (04:30) and late finishes (01:30), weekends and public holidays. This is a full-time position, working 35 hours per week and you will be required to work on any day of the year. Please note we are unable to offer a fixed shift pattern.
We know that this may mean sometimes having to turn down invites from friends and family and so in return for your service, you'll receive 37 days of annual leave a year as well as many other benefits.
If you get a real buzz from helping people and are passionate about assisting customers, come help us demonstrate that "every journey matters" and ensure that our customers remain at the centre of everything we do here at London Underground.
Women in TfL
We're working hard to inspire current and future generations of women at TfL who are currently underrepresented in the industry.
As part of our recruitment campaign for Customer Service Assistants, we spoke to some of our current and former CSAs about their careers – what they enjoy, what challenges they face, as well as their top tips for anyone wanting to become and succeed as a CSA.
Click here to find out what they had to say.
The role
Being a CSA at London Underground is a Customer Service role like no other. Our CSAs are the face of a unique public service which serves millions of Londoners each day.
You would be expected to deliver exceptional service to all London Underground customers, providing assistance according to all customer needs including ticketing and enquiries. You would also be expected to assist with taking steps to alleviate congestion, prevent overcrowding and assisting customer flow and evacuation where necessary, whilst providing a welcoming presence throughout the station, and ensuring there is safety at the core of everything you do.
To be eligible for this vacancy, you should
- Be 18 years old and over and be eligible to work in the UK - UK Skilled Worker Visa Sponsorship available, more information on the process can be discussed if you are successful in being offered a position. ***Please note due to the upcoming changes to Skilled Worker Visas in April 2024, we will no longer be able to sponsor for the CSA position, as it will be below the required salary threshold***
- Be prepared to work anywhere in London.
- Be able to work a variety of shift patterns including Nights, weekends and public holidays
Please take the time to read the answers to our Frequently Asked Questions before applying.
‘’The best moments about my job are when chaotic situations arise on the station such as disruptions to service, crowd control and platform duties on heavily crowded platforms and calming down customers by making them laugh’’
Key Accountabilities
- Customer service: deliver world-class service by actively providing proactive assistance to customers, including those with special requirements, being knowledgeable about service information, offering cost effective help and advice on ticketing.
- Ticketing: Provide pro-active support and advice to customers at Ticket machines including the use of staff-enabled functionality. Maintaining the knowledge required to appropriately manage the monies collected via ticket machines. You will be trained on how to float, service and consolidate cash from ticket machines.
- Incidents and emergencies: assist to ensure the safety of customers and staff, and to restore service as quickly as possible, in line with London Underground's rules and procedures (as directed).
- Station support: Support the smooth operation of the station environment. This will include carrying out checks, taking steps to alleviate congestion, prevent overcrowding and assisting customer flow and evacuation where necessary. Resolve local issues or report faults as required. Being vigilant and reporting incidents/issues as they arise.
- As an organisation we value our diverse city, and inclusive workplace, and would expect you to make a positive contribution to maintain and further this for our colleagues and our customers.
Application Process
The process consists of 3 stages including attending an Assessment Centre. You will need to pass each stage to progress to the next.
Stage 1: Online Application Form
As part of the application process, you will be asked a number of screening questions. Please take care when answering these questions, as submitting an incorrect answer will result in your application being declined.
Stage 2: Online Test
You will be sent a link to an online test. The test will be sent out via panpowered.com. You will have 7 calendar days (168 hours) in which to complete from the date and time it was sent. If you have not received the email within 48 hours of applying, please check your junk/spam emails. If you are unable to locate your invite, please contact the Recruitment Team on the contact details provided at the bottom.
No extensions will be granted, therefore If you are unable to complete your test within the 7 days, we would advise you to refrain from submitting your application at this time. If you do not complete the tests within 7 days of receiving the email, you will be automatically removed from the process.
Please note: If you require any reasonable adjustments to be made in order to assist you, then you will need to advise us before you begin the test. Requests for reasonable adjustments cannot be made after the test has been started.
Stage 3:Assessment Centre at Ashfield House, West London - You will complete the following:
- Work based written test*
- Staff Interactive role play exercise*
- Scenario based interview and report writing*
You must be successful at each stage and Assessment Centre to progress through the application process. If you are unsuccessful at any stage, your application for this recruitment campaign will not be processed further.
Please be aware that communicating the outcomes of the Assessment Centres will take 10-14 days.
- Please note that we reserve the right review the assessment process or to add an additional assessment should we receive a high number of applicants or a change in business requirements.
Attending an Assessment Event
You will receive an email request inviting you to book into an assessment event.
You will receive confirmation of your booking together with any relevant information required for your assessment at the time of booking.
Please ensure:
You will receive an email request inviting you to book into an assessment event.
You will receive confirmation of your booking together with any relevant information required for your assessment at the time of booking.
Please ensure:
- You have an active email address where correspondence, invitations to assessment events and practice material can be sent
- All your contact details including phone numbers, address and email are updated and current on your application
Campaign Timetable
The campaign is running to a very specific delivery timescale as determined by the business and there will only be enough slots for the number of candidates invited. Dates for the Assessment Centre will be opened on an ongoing basis, therefore if there are no slots available, please check again the following day. You are encouraged to schedule into an assessment event as early as possible. If you do not book an assessment, you will be withdrawn from the campaign.
Candidate Charter
You can download a copy of the Candidate Charter here.
This outlines our commitment to you as a candidate by providing insight into our recruitment process. It also outlines our expectations with regards to your engagement with us, to ensure that you receive the best recruitment experience possible, as we believe you should know the standards of service you can expect from us. You must read this document prior to submitting your application in order to understand every aspect of the process.
Reasonable Adjustment Process
If you require reasonable adjustments, you must notify the recruitment at least 48 hours (excluding weekends) prior to your scheduled assessment event to allow us to accommodate your requirements. You will then be sent a confirmation email which you will need to bring to your assessment. If you fail to bring this on the day your adjustments will not be granted, and you will be unable to re-book. We will consider that you are the expert regarding your own requirements, and we will consider all requests fairly within the context of the role.
Please take the time to read the Disability Charter here.
Notice of Cancellation
We require you to give a minimum of 48 hours' notice of cancellation or re-schedule. Non-attendance at your Assessment Event or failure to give 48 hours’ notice of a cancellation, may lead to your application being withdrawn.
Please note:Your assessment may be rescheduled once only and reschedules will only be granted if there are assessment slots available, so please make sure you check you can make an appointment before booking. Subsequent cancellation may lead to your application being withdrawn. If you do not follow the process outlined in the Candidate Charter you risk being withdrawn from the campaign.
Outcomes
Please be aware that the outcome of your final assessment will not be available until all suitable candidates have attended the assessment events. Outcome notification will be provided 10 to 14 days from the date of the last event.
Notice of Cancellation
We require you to give a minimum of 48 hours' notice of cancellation or re-schedule. Non-attendance at your Assessment Event or failure to give 48 hours’ notice of a cancellation, may lead to your application being withdrawn.
Please note:Your assessment may be rescheduled once only and reschedules will only be granted if there are assessment slots available, so please make sure you check you can make an appointment before booking. Subsequent cancellation may lead to your application being withdrawn. If you do not follow the process outlined in the Candidate Charter you risk being withdrawn from the campaign.
Outcomes
Please be aware that the outcome of your final assessment will not be available until all suitable candidates have attended the assessment events. Outcome notification will be provided 10 to 14 days from the date of the last event.
Appointment to Post
In order to be appointed to a post, candidates must successfully pass a basic criminal records check, employment referencing, medical screening and a drug & alcohol test.
To carry out the duties of a CSA, a CSA needs to be able to access the track in emergencies, and CSAs need to wear uniform trousers to perform this duty. You are not allowed to wear long loose clothing below the ankle for safety reasons. This is standard practice across the rail industry.
Although you may be successful & offered the role – you may not commence employment in the role or start training immediately. There may be a requirement to delay your start date until you are required.
Training
Appointment to the post is subject to successful completion of a full-time training course which will be a maximum of 4 weeks to complete depending on licences currently held, including classroom based training, ticket machine training and live station training (shadowing a shift pattern). Candidates who do not pass the training will have their offer of employment withdrawn. You will not be able to take any annual leave during your training.
Location
You will be assigned to an Area dependant on where the business requirements are within London Underground.
You will be assigned to an Area dependant on where the business requirements are within London Underground.
Contacting Us
If at any time you need to speak to anyone within the Recruitment Team, then please contact us on 0203 005 1680 (local rate charges from all phones including mobiles) or email HighVolumeCampaigns@tfl.gov.uk.
Pease take the time to read the answers to our Frequently Asked Questions before applying.
Benefits
In return for your commitment and expertise, you will enjoy excellent benefits and scope to grow. Rewards vary according to the business area but mostly include:
- Final salary pension scheme
- Free travel for you on the TfL network
- A 75% reimbursement scheme on National Rail
- 37 days annual leave including bank holidays
- Tax-efficient cycle-to-work programme
- Retail, health, leisure and travel offers
- Discounted Eurostar travel
Equality, diversity and inclusion
We are committed to equality, diversity and inclusion. We want to represent the city we serve, which will help us become a more innovative and efficient organisation. Our goal is to make our recruitment as inclusive as possible. We are a disability confident employer who guarantee an interview to any disabled candidate who meets all of the essential criteria.
