Customer Service Assistant

Description:

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

• 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.