About

• Join TfL as a Customer Service Supervisor and Keep London Moving!
• Lead. Support. Deliver.
• We’re seeking a confident, customer-focused leader to ensure smooth, safe, and efficient operations at our stations. If you thrive in dynamic environments and take pride in service delivery, we want to hear from you.
• As a Customer Service Supervisor (CSS), you’ll have a vital role in the day-to-day safe operation of London Underground stations. Key responsibilities can include managing incidents, directing and overseeing the day-to-day activities of station colleagues, engaging with operational control teams to ensure the efficient running of the train service and providing our customers the best possible service as they travel around the network.
• 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.
• Candidates who are internal TfL employees or on our current waitlist for CSS2 FT positions (under any campaign number) are not eligible to apply to this external campaign. The usual process will follow for internal member of staff.
• Salary: £52,346 pa
• Working Hours: As a CSS, 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 (07:00) and late finishes (23:00), weekends and public holidays. This is a full-time position, working 37.5 hours per week and you will be required to work on any day of the year. You will be required to work a rotational shift pattern covering 24 hours a day, 7 days a week, 52 weeks a year. Basic shift patterns are 0700 - 1500 hrs, 1500 - 2300 hrs, and 2300 - 0700 but these vary by location. 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. The vacancies will be mainly in the West London area and some locations will involve lone working. You will be called to training when a vacant position is identified.
• Contract Type: LU Permanent
• Closing date for Applications: Wednesday 15th October 2020 @ 23:59hrs.
• 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.
• About you
• As a Customer Service Supervisor, you’ll have a vital role in the day-to-day safe operation of London Underground stations. Key responsibilities can include managing incidents, directing and overseeing the day-to-day activities of station colleagues, engaging with operational control teams to ensure the efficient running of the train service and providing our customers the best possible service as they travel around the network.
• 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.
• 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.
• The role
• To deliver a world class service in all customer-facing areas of London Underground Stations, including responding to incidents effectively and ensuring the safe use of assets within the station environment. Delegate responsibility for either the operation of a small station or a specific area within a larger station, including staff deployment.
• Key Accountabilities
• Customer service: deliver world class service by proactively providing assistance to customers, including those with special requirements, including service information, general help and advice on ticketing.
• Ticketing: provide proactive support and advice to customers at Ticket machines including through using staff-enabled functionality. Responsible for the availability of ticket machines including floating, servicing and consolidating cash.
• Incidents and emergencies: respond to and manage operational incidents in line with London Underground’s rules and procedures to ensure the safety of customers and staff and to be able to restore service as quickly as possible.
• Operational support: responsible for opening and closing stations and the safe and efficient operation of the station environment. This includes managing access and the programme of station and security checks, performing SATS duties, taking steps to prevent congestion and assist customer flow. Identify and resolve faults and hazards locally wherever possible.
• Staff deployment: deploy staff effectively to maximise their visibility and service provision to customers and reduce the risk of station closures. (Deployment not applicable at all stations) Using appropriate technology to support the effective deployment of staff.
• 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
• TfL is currently unable to provide sponsorship to candidates for this role as the Home Office’s eligibility criteria for sponsorship will not be met. TfL keeps its approach under review in line with changes to UK immigration rules. We are also unable to provide advice or guidance on individual immigration queries and advise candidates to check the Government’s website for further information.

• Application Process
• The process consists of 4 stages including completing 2 online tests (sent in 1 invite) and attending two Assessment Centres. You will need to pass each stage to progress to the next.
• We strongly advise that you read about the CSS2 Application Process.pdf before submitting your application.
• The final 2 stages will consist of a face-to-face interview in London.
• Assessment Process
• Stage 1: Pre-screening questions
• You will be asked several screening questions to assess suitability to the role
• Stage 2: Two Online Situational Judgement Test
• · SecureFit
• · Call Centre Dilemmas
• Stage 3: Assessment Centre 1 - Customer Interactive roleplay exercise
• Stage 4: Assessment Centre 2 – Scenario based Interview
• 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 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
• If you need to cancel or re-book your attendance at an assessment centre, you must call or email and give a minimum of two working days’ notice – cancelling via on line will not be accepted.
• 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.
• Our Commitment to Integrity
• Cheating and plagiarism in any part of the assessment process undermine the core values and behaviours of TfL. We uphold strict policies and standards to ensure fairness, originality and ethical conduct.
• Plagiarism - using someone else's work without proper attribution is a serious offense, as is any dishonest behaviour, such as using unauthorised resources during your assessment. Consequences for these actions can range from withdrawing your application to disciplinary action.

• 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.
• Our DBS and Referencing checks are completed by our partner REED. To ensure these checks can be completed as quickly as possible, you must provide your FULL 3-year work history. You must also disclose any periods of living or employment abroad, as well as any name changes.
• To carry out the duties of a CSS, a CSS needs to be able to access the track in emergencies, and CSSs 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 9 weeks to complete, 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.

• 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.
• 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%25 reimbursement scheme on National Rail
• · 52 days annual leave which includes 15 bank rest days
• · 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.