Customer Service Assistant 1 - Night Tube

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

We are looking for friendly, reliable, helpful people with 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 promote a positive image for London Underground.

As a Night Tube CSA1, you would be expected to work 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. Please note we are unable to offer a fixed shift pattern.

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.

Hear from current and former CSAs

As part of our recruitment campaign for CSAs, 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 delivering exceptional customer service, providing assistance according to all customer needs including ticketing and enquiries. You would also be assisting 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 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

‘’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 completing 2 online tests (sent in 1 invite) and attending an Assessment Centre. You will need to pass each stage to progress to the next.

We advise that you read about the CSA Application Process and Online Test Briefings before submitting your application.

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.

Confidentiality of the recruitment process

Please be aware that sharing any details of your assessment process, or internal information with others may result in your offer being withdrawn immediately.

This includes posting or discussing details in online forums, social media groups, or messaging platforms. Maintaining confidentiality is essential to ensure fairness and compliance throughout the recruitment process.

If you have any questions or need clarification, please contact us directly rather than seeking advice in external groups. Failure to comply with this requirement will lead to withdrawal without notice.

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,