Customer Service Manager (CSM)

Applying for this role means you have read and understood this advert and any associated documents and links.

This recruitment campaign is to recruit a number of permanent opportunities as well as a to a waitlist. We will be offering roles on an ongoing basis over the next two years.

Grade: OMDM3

Contract Type – LU Permanent

The closing date for applications is Sunday 26th October 2025 23.59hrs.

Location: Across all London Underground Network

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.

This recruitment process will require applicants to complete the Customer Service Manager Ezone Pre learning modules, prior to applying on Taleo, this is mandatory.

Candidates who complete the associated eLearning will have a much greater chance of being successful through the assessment process. Information within the Pre -Learning will form part of the first assessment activity. All sections of the CSM recruitment Campaign Ezone modules need to be completed.

Please note:

If the CSM Recruitment Ezone Modules are not complete, you will be withdrawn from the process. Here is the link to access the CSM Recruitment Campaign - Ezone Modules

Due to the E-zone course having not been updated to reflect the latest Stations Scorecard targets, all candidates are now required to access the following links in order to carry out the pre-learning for the scorecard element of the first stage assessment.

AREA MANAGER LEVEL SCORECARD

LU Scorecard v5.5 - 25-26 - Power BI

KPI DEFINITIONS

Please ensure you familiarise yourself with the individual Area Manager Scorecard metrics within the Colleague, Finance, Safety and Security and Customer tabs

LU Scorecard v5.5 - 25-26 - Power BI

PLEASE DO NOT SUBMIT AN APPLICATION UNTIL ALL THE CSM RECRUITMENT CAMPAIGN CHAPTERS ARE COMPLETE.

Once applicants have completed the CSM Recruitment Campaign Modules we ask you to attach a screenshot on to your Taleo application showing evidence of the completion. The screenshot needs to include your name in the image. Omitting to include this will result in your application being withdrawn.

Information within the CSM Recruitment Campaign Pre-learning will form part of the first assessment activity.

It’s important we get the right people to fill these positions, so we’ve introduced a new approach. Gone are the days of selecting candidates based on their CV and cover letter writing skills. Instead, you’ll begin learning what’s needed for the role, and then complete an assessment to prove what you’ve learned.

Once you’ve met the required standard, you’ll continue through the usual assessment centre process and if successful, begin your classroom-based training and live learning.

All we ask is that you complete this self-led learning, to make sure that you have the best opportunity to learn and retain the knowledge that you will need.

How long will it actually take me to complete the learning?

It’s essential you complete your learning at a pace that suits you. We all have different learning styles, approaches, time commitments and basic starting knowledge – so it’s difficult to estimate. How much time you’ll need to absorb the knowledge is dependent on you as an individual, but we suggest around circa 6 hours. Remember, you will need to pass an end of training assessment to prove your learning as part of the recruitment process.

This fresh, new approach gives you the chance to gain a full understanding of the role and expectations prior to your assessment, making sure that it really is the job for you.

Job Purpose

You will lead and manage a team to deliver world class customer service to all London Underground customers.

You will be responsible for leading a team to ensure the smooth and safe daily operation of the station environment, delivering to agreed performance targets for customer service, safety, reliability, capacity, and commercial performance of the network.

Your role will be responsible for leading, motivating and developing a team of staff through effective performance management, communication, coaching and development.

Key accountabilities

People leadership: lead, motivate and develop a team of staff to deliver a world class service through effective performance management, communication, coaching and development.

Performance management: proactively manage attendance, discipline, and conduct issues within your team, ensuring these are resolved early, effectively and without escalation where possible. Manage the performance of your team throughout the year to ensure they continue to demonstrate the required competence.

Staff Engagement: lead local activities to build staff involvement and commitment to improve customer service.

Customer service: ensure the best possible customer experience is delivered (measured through the achievement of key performance indicators), and lead by example through proactively providing assistance to customers.

Deployment: deploy staff effectively at all times to maximise service provision and staff visibility to customers and reduce the risk of station closures and disruption to customers.

Operational support: accountable for opening and closing stations, facilitating access, and managing a combination of assets depending on the station type (including the programme of station and security checks) to ensure the reliability of assets and services to customers. Identify and resolve faults locally wherever possible.

Incidents and emergencies: support the CSS where required in responding to and managing operational incidents in line with London Underground’s rules and procedures to ensure the safety of customers and staff and to restore service as quickly as possible. Liaise effectively with emergency services and other external stakeholders as needed.

Safety: manage operational risks by regularly reviewing risk assessments, investigate incidents and other issues locally, writing and reviewing reports where appropriate and seek to improve ways of working to prevent recurrence. Implement steps to protect revenue by effectively detecting and eliminating fraud.

Financial Impact

For this role you will not have budgetary responsibility but will handle cash and cash-value items following the correct procedures

You will be responsible for the line management of circa 20 CSS and/or CSAs.

You will also have responsibility for authorising overtime, and for authorising rewards and recognition payments.

Key interfaces

Customers: provide help and assistance

Direct reports: engage and drive performance, provide support, coaching and guidance.

Tenants, contractors, cleaners, and other TfL representatives: ensure appropriate access to the station environment and direct as required. AM: work to instructions of, and provide support to, the AM to contribute to the smooth operation of the Area.

Other LU operational colleagues: work collaboratively to ensure the smooth operation of the station and delivery of a world class service across the network. Ensure the smooth operation of the station, manage problems and deal with issues as they arise.

Fault report centre: manage the resolution of reported faults.

Service Control: support CSSs to report details of incidents and receive real-time information to disseminate to customers and colleagues. Review Incident Report Forms, investigate where necessary and provide solutions and recommendations. This could involve reviewing data such as CCTV, station, or train data.

Incident response colleagues and services: communicate and liaise with Emergency Services, Duty Reliability Managers, Emergency Response Unit and others in the event of an incident or emergency.

British Transport Police: assist in the prevention and detection of crime.

Local community: understand local issues, impacts, and the needs of local customers.

Operational Support, Human Resources, Occupational Health, and other key people teams: proactively seek advice and guidance before making decisions.

Local authorities: understand local issues and the potential impact of any proposals.

Train operators: collaborate to ensure smooth train operations by supporting appropriate train operating procedures (including planned detrainments and persons under train or on track incidents) and performing platform management

duties.

Skills, Knowledge & Experience required for the role:

Skills, Knowledge & Experience

Application Process

The process currently consists of 5 stages including attending 3 Assessment Centres. You will need to pass each stage to progress to the next:

Stage 1: Customer Service Manager Digital Ezone Learning

You will need to complete the CSM Recruitment Campaign – Ezone Modules prior to applying. You can access via the above link. Reporting will be carried out to ensure you have completed the modules.

Stage 2: Online Application Form

As part of the application process, you will be asked a number of screening questions.

Stage 3: Digital Ezone Pre Learning Knowledge Check

A computer-based test, taken under exam conditions, assessing the pre-learning modules, including the Stations Framework Agreement and Conversation Matters

Stage 4: Scenario Based Interview (SBI)

Face to face Scenario Based Interview

Stage 5: Role Play

You will need to have passed the SBI in order to go through to this stage.

This will be completed face to face with a Pertemps assessor and an Area Manager or equivalent grade (and an actor for the role play) at a TfL location.

For the latest information regarding the recruitment process please visit the recruitment SharePoint page. However, if you have any question’s please contact us using the contact details in the advert.

Outcomes

Outcomes for the assessment will be provided 10-14 days after the last assessment event.

Attending an Assessment Event:

Should you be successfully shortlisted for an assessment, you will be invited to book a date and time for your interview. You will receive confirmation of your booking together with any relevant information required for your assessment at the time of booking.

Please ensure:

1. You have an active TfL email address on Taleo where correspondence, invitations to assessment events and practice material can be sent. Please note, emails can sometimes appear in spam/junk.

2. All your contact details including phone numbers, address and email are updated and current on your application.

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 note: The online test is a timed test, therefore if you require any reasonable adjustments to be made in order to assist you, then you will need to advise us before you begin the test. Requests for reasonable adjustments cannot be made after the test has been started.

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 online 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.

Feedback

Please be advised that as part of our Performance and Development process, it is highly recommended that you request feedback following your Assessment Centre, regardless of the outcome. You have up until 8 weeks after your assessment to request feedback.

All feedback is valuable and can provide future direction and development. When requested, please include details of your Line Manager (or nominated champion) who will be provided with a copy in order for them to be able to provide this support for you.

Due to the nature of the SJT we cannot provide individual feedback, however, we can provide your score against the benchmark.

Appointment to post

In order to be appointed to a post, candidates must successfully pass medical screening and a drug & alcohol test. Candidates who do not pass the medical screening will have their offer of employment withdrawn.

Although you may be successful and 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.

On appointment to post, candidates will need to successfully complete up to 6 weeks full time training dependent on any current licences held.

Candidates who do not pass the training will have their offer of employment withdrawn.

Contacting Us

If at any time you need to speak to anyone within the Recruitment Team, then please contact us on (local rate charges from all phones including mobiles) or email

Eligibility

Probation

In line with our Resourcing Policy (Feb 2014), internal employees are required to complete their probationary period before applying for internal TfL positions. Please ensure you have successfully completed your probation before submitting an application for this role, otherwise your application may be withdrawn.

NPL Applications

Applications to internally advertised roles can only be accepted from temporary workers who are on PAYE terms via agency, or PAYE via Umbrella Companies.

Temporary workers who are paid through their own limited companies are not covered by the Agency Worker Regulations and are ineligible to apply.

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.