Customer Service Assistant 2 - London, United Kingdom - Transport for London

Transport for London

Verified Company

London, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Full time

Description

Customer Service Assistant
Full Time

040772

Organisation

CUSTOMER SERVICE
Northern Line

Job

Customer Care

Position Type

Full Time

Customer Service Assistant
Full Time

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.

Salary:
£30,381

Working Hours:
This is a full-time position, working 35 hours per week. You must also be prepared to work a shift pattern which will involve late nights and early starts.

Each shift is approximately seven and a half hours long and shifts start as early as 04:30 and finish as late as 01:30.

There will be a new Roster pattern which will be confirmed in the new year therefore these timings may change.

You will also be required to work a variety of shift patterns. You will be required to work on any day of the year. We are unable to offer a fixed shift pattern.

Location:

You will be assigned to an Area within a Cover Group and could be required to work at any of the number of stations within that Cover Group.

Area's 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 centre 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 on 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 enquiries.

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 (If you have a visa, then it should be valid for at least 6 months from the advertised closing date)
Be prepared to work anywhere in London
Be able to work a variety of shift patterns including Nights, weekends and public holidays

Pease take the time to read the answers to our Frequently Asked Questions before applying.

Key Accountabilities

Customer service: deliver worldclass 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 staffenabled 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, prevent 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

Stage 2:
Online Test

Stage 3:
Assessment Centre at Ashfield House, West London - You will complete the following:

Work based written test (AC1)
Staff Interactive role play exercise (AC2)
Competency based interview (AC3)

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.

Attending 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:

Campaign Timetable

Reasonable Adjustment Process
Please take the time to read the Disability Charter here.

Notice of Cancellation

Outcomes

Appointment to Post
To carry out the duties of a CSA, a CSA needs to be able to access the track in emergencie