JobsNations Blog
Organization: Transport for London
Section – Customer Service
Job – Customer Care
Customer Service Assistant 1 – Night Tube
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.
You may only apply to either CSA2 Full-Time OR CSA1 Night Tube. If you apply for both roles then you will only be considered for the one you applied for first.
Salary: £16,692
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Working Hours: This position is on Friday and Saturday nights, working 15 hours per week with a start time between 22:00-00:00. Please be aware that you cannot take up this role and work in another capacity on Friday or Saturday or hold a full-time job Monday- Friday, as this contravenes safety and Working Time Regulations.
Location: You will be assigned to an Area within a Cover Group and could be required to work at any of the numbers of stations within that Cover Group. Area can be anywhere covered by the London Underground Network.
Contract Type: LU Permanent
About us
Transport for London leads the way as a unique public service – and it’s a great place to develop your career. We treat our staff with the same commitment we give our customers; their satisfaction is a measure of our success.
About you
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 center of everything we do here at London Underground. 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.
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 in their local working areas, and promote a positive image at all times.
The role
To deliver exceptional service to all London Underground customers, providing assistance according to all customer needs including ticketing and inquiries. You will be our public face: proactively approaching customers who may need help purchasing tickets, advising them on their journeys with real-time information whilst providing a welcoming presence throughout the station.
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.
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Key Accountabilities
• Customer service: deliver world-class service by actively providing assistance to customers, including those with special requirements, with service information, help, and advice on ticketing.
• Ticketing: Provide active support and advice to customers at Ticket machines including the use of staff-enabled functionality. Float, service, and consolidate cash from ticket machines where directed.
• 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 could include carrying out checks, taking steps to alleviate congestion, preventing overcrowding, and assisting customer flow and evacuation where necessary. Resolve local issues or report faults as required.
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
Once you apply you will be sent a link to an online test via our assessment provider Talogy. This will be sent on a weekly basis from the 3rd of January and every Monday thereafter and will always be on the Monday following the successful completion of your application. You will have 5 calendar days in which to complete it from the date it was sent. The test will be sent out via Cubix Online. If you have not received the email by the Tuesday of that week, please check your junk/spam emails. No extensions will be granted, therefore If you are unable to complete your test within the 5 days, we would advise you to refrain from submitting your application at this time. If you do not complete the tests within 5 days of receiving the email, you will be automatically removed from the process.
Stage 3: Assessment Centre at Ashfield House- You will complete the following:
- Work-based written test (AC1)
- Staff Interactive role-play exercise (AC2)
- Competency-based interview (AC3)
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 after the final assessment event. Please be aware that the final assessment date may change.
If you are successful in applying for this opportunity, you will need to be released from your existing role, so please ensure that you make your line manager aware of your application.
Attending an Assessment Event
You will receive an email request inviting you to book 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.
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.
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 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 references, medical screening, and a drug & alcohol test.
To carry out the duties of a CSA1, a CSA1 needs to be able to access the track in emergencies, and CSA1s 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 3 weeks to complete depending on licenses currently held, including classroom-based training and live station training. Candidates who do not pass the training will have their offer of employment withdrawn.
Location
You will be assigned to an Area depending on where the business requirements are within London Underground.
Please 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
- 14 days annual leave including bank holidays (pro rata of 7 weeks)
- Tax-efficient cycle-to-work programme
- Retail, health, leisure, and travel offers
- Discounted Eurostar travel
Closing Date: Sunday 15th January @ 23:59pm
HOW TO APPLY
Click Here to Submit your CV and Application on Company Website
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.
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 guarantees an interview to any disabled candidate who meets all of the essential criteria.
