1

Proposed Job Description (subject to consultation)

Job Title

Customer Service Agent 1

Reporting to

Customer Service Manager

Hay score / Pay

band

124 / CSA1

Role Scope

To deliver world class service in all customer-facing areas of London

Underground Stations, providing assistance according to customer needs
with enquiries, journey-planning, local information and ticketing. To engage
in operational activities as directed.

Key
Accountabilities

Responsible for delivering world class service in London Underground

stations, proactively providing assistance to customers with service
information, help and advice on ticketing.
Adapt to meet the needs of customers by offering help to those with special
requirements. Ensure you are in the best place to deliver the highest levels of
customer service.
Responsible for floating, servicing and consolidating cash from Passenger
Operated Machines where required.
Assist Customer Service Supervisors and Customer Service Managers to
respond to incidents and emergencies, as directed, in line with London
Undergrounds rules and procedures to ensure the safety of customers and
staff and to be able to restore service as quickly as possible to customers.
Responsible for opening and closing the station (where required) and
contributing to ensuring the smooth operation of the station environment,
including carrying out checks and performing SATS, taking steps to manage
congestion, prevent overcrowding and assist customer flow. Report faults
where you are unable to resolve issues locally.
Work unsociable hours (including nights) and weekends regularly as part of a
roster.

Financial Impact

The jobholder does not have any budgetary responsibility but will handle
cash and cash-value items following the correct procedures.

Key interfaces

The jobholders main working relationships are with the following:

Customers to provide help and assistance

Tenants, contractors and cleaners to ensure the correct process is
followed for access to the station environment and to request
cleaning assistance
Station colleagues, train staff and management teams to ensure the
smooth operation of the station, report problems and deal with issues
as they arise
Service Control to report details of incidents and receive real-time

This document reflects ongoing work and discussions within LU on options for the future of London
Underground. It does not represent LUs final position on the contents, which are subject to ongoing
consultation with our trades unions .
v.1 09.12.2013

information to disseminate to customers and colleagues

Capital Programmes to ensure access for project works, including
contractors
Cash collection service to ensure the correct process is followed in
handing cash to the collection service staff
Emergency Services, Duty Reliability Managers and Emergency
Response Unit to pass accurate information to and liaise with in the
event of incidents
British Transport Police - to assist in the prevention and detection of
crime
Fault report centre to raise reports of new faults
Local community to understand local issues and what affects local
customers.
Excellent understanding and knowledge of the London Underground
Knowledge
system and ticketing and travel options
A good understanding of London Undergrounds Customer Service
targets and goals
Good understanding of local area information including onward
transport, amenities and attractions
Knowledge of relevant technology to help customers and provide realtime information e.g. POMs and hand-held devices
Knowledge of how station assets operate to be able to resolve basic
faults
Knowledge of Operating Rules and Procedures (as found in the
relevant Rule Books) and their application.

Excellent customer service skills with the ability to continuously

Skills
improve, in order to achieve a world class service
Understanding the needs of the individual customer and ensure they
are aware of the best journey and ticketing options for them
Understanding of the station environment and the needs of customers
to know where they are best-placed to deliver the best standard of
service and react to customer needs
Ability to understand all of the cash handling procedures relevant to
the role
Ability to understand and apply emergency safety procedures to
protect the well-being of self, colleagues and customers
Ability to map read and give directions
Ability to provide station familiarisation, coaching and support to
colleagues
Good understanding of the required performance measures and how
personal performance contributes to the organisation as a whole
To be able to demonstrate assurance and competence, as appropriate
to the location, including licences for safety critical activities
Multi-lingual (desirable)
Working in a busy and dynamic environment
Experience
Working calmly and confidently in all situations including
emergencies
Writing and communicating clearly and effectively with people from
different backgrounds and at all levels
HEALTH & SAFETY STATEMENT All employees have a general duty in law to take reasonable care for
the health and safety of themselves and of other persons who may be affected by their acts or omissions.
All employees must understand and be committed to Transport for Londons Health and Safety Policy
statement and the TfLs safety priorities and be aware of their contribution to such priorities. All employees
must also be aware of and comply with all current health and safety legislation and other TfL requirements

This document reflects ongoing work and discussions within LU on options for the future of London
Underground. It does not represent LUs final position on the contents, which are subject to ongoing
consultation with our trades unions .

that are relevant to their role.

Note: Accountable and specialist safety related roles will require an additional detailed statement.
EQUALITY STATEMENT Transport for London values the diversity which exists in our city, and our
aspiration is to reflect this diversity in our workforce. All employees must be aware of and committed to the
Equality Policy Statement of Transport for London. All employees must also be aware of and comply with
all other TfL requirements associated with Equality and Diversity issues relevant to their role.
Note: Accountable and specialist E&I roles will require an additional detailed statement
CRIME and DISORDER STATEMENT It is a statutory requirement for all departments in TfL to follow
Section 17 of the Crime and Disorder Act 1998. Section 17 requires authorities to consider the likely effect
on crime and disorder and community safety in all that they do, and take action to prevent crime and
disorder, substance misuse, anti-social behaviour and behaviour that adversely affects the environment.
TfL has voluntarily been committed to following Section 17 since 2006, but we must all make sure that it is
considered in decision making, policies and procedures in the same way that equality and health and safety
are.

Addendum

Detailed accountabilities are as follows:

Deliver world class service by proactively ensuring that customer needs are met by providing
real-time service information, local information, help and advice on ticketing. Recommend
improvements to customer service.
Approach customers as individuals and adapt to meet their needs by offering help to those
who require special assistance, providing assistance with street-level travel such as rail
replacement buses and where appropriate arranging for onward assistance at their
destination or interchange station. This could include working outside of the station but within
the limits of local radio contact.
Provide general assistance at Passenger Operated Ticket Machines (POMs) and gatelines,
using the full range of staff functionality available including guiding customers how to use
Oyster and contactless payment, processing refunds, helping customers to decide which is
the best ticket for them and facilitating the journey continuation of customers with payment
issues.
Float, service and consolidate cash from POMs. Handle cash and other assets responsibly
and in accordance with the appropriate procedures.
Perform platform management duties (including Station Assistant Train Services SATS) and
acting as a hand signaller when required.
Contribute to the smooth operation of the station by: carrying out station familiarisation for
colleagues; taking steps to manage congestion and prevent overcrowding; start of duty
checks, pre-closing checks, One Person Operation equipment checks and regular security
checks as directed; ensuring storage licences are displayed and storage is in compliance with
the licence, powering up and powering down gates as necessary and dealing with lost
property and tickets in accordance with the procedure.
Assist with opening and closing stations as directed.
Deal with faults and problems by responding to alarms and help points, dealing with jammed
tickets and gate error codes, resolving simple POM faults including loading card stock,
reporting faults, defects and hazards where you are unable to solve them.
Anticipate adverse weather by planning appropriately, distributing icemelt when appropriate,
responding to changes in train services and disseminating updated service information.

This document reflects ongoing work and discussions within LU on options for the future of London
Underground. It does not represent LUs final position on the contents, which are subject to ongoing
consultation with our trades unions .

Ensure the continued safe and secure operation of the station and the reliability of station
assets by maintaining vigilance for and reporting dangerous situations and hazards and by
dealing with unattended or suspicious items appropriately.
Provide immediate incident assistance and support by liaising with the emergency services as
needed, stopping a train in an emergency, ensuring detrainments are completed quickly and
safely and if necessary, deciding to close the station during degraded service or in the event
of serious and imminent danger to customers. Preserve evidence to facilitate an investigation
if necessary.
Resolve operational incidents safely and effectively as part of a team by assisting with
incidents (including Person Under Train or Person Ill on Train), assisting Train Operators to
determine and rectify faults and performing assisted despatch.
Lead Station Evacuations using non-stopping boards or lights where appropriate.
Liaise with Service Control and other functions to report incidents, faults and defective
equipment. Checking One Person Operation equipment, emergency exits and alarms as
necessary and reporting defects.
Deter fraudulent travel and anti-social behaviour where it is safe to do so and report all
incidents and threats of anti-social and criminal behaviour.
Record necessary information such as basic details of incidents.
Ensure a tidy and welcoming station environment by removing accumulated litter and
ensuring posters, leaflet racks and other station and ticketing consumables are up-to-date
and well-stocked. Making sure energy is used responsibly.
Engage with colleagues as needed to ensure relevant information is passed to the correct
people to ensure smooth station operation.

Decision Making
The following are areas of authority for decision-making:

Prioritising between competing customer needs

Reporting faults so that repairs can be carried out
Taking steps to manage congestion and prevent overcrowding in real-time
Immediate incident response including stopping trains in an emergency, requesting
emergency services to attend and informing station colleagues and service control of
incidents in real-time
Allowing access to contractors and visitors including issuing keys
Closing and opening the station

Jobholders command
The jobholder does not have any direct reports.
Competencies
The competency requirements for the Customer Service Agent 1 Role are found at Appendix 1.
Person Specification

Approachable, confident and proactive

A self-starter: highly motivated, able to use their own initiative
Adaptable to change and new technology
Smart in appearance, reflecting London Undergrounds Appearance Standard
Calm and confident in all situations and also able to use quieter periods productively
Takes responsibility for and pride in own work
Able to meet the required standards reflected in London Undergrounds policies including
those on smoking, alcohol and drugs, attendance at work and Business Ethics
This document reflects ongoing work and discussions within LU on options for the future of London
Underground. It does not represent LUs final position on the contents, which are subject to ongoing
consultation with our trades unions .

Able to maintain high standards of performance consistently, as reflected in the Competence

Management System
Able to work as part of a team
Able to spend long periods of time standing and walking
Able to carry out regular station patrols
Able to travel between and work at different stations as necessary.
If you are new to London Underground, you will need to meet a minimum standard of
performance and attendance to complete probation, measured in the Competence
Management System.

This document reflects ongoing work and discussions within LU on options for the future of London
Underground. It does not represent LUs final position on the contents, which are subject to ongoing
consultation with our trades unions .

Appendix 1: Competency Requirements for the Customer Service Agent 1 Role

Competency
Building Capability
This is about building own and others capability through
feedback and learning or development opportunities to
ensure that TfL has the required capabilities to meet the
business need
To be competent in your role, you should.....
Communication and Influence
This is about an individuals ability to engage, persuade,
convince or influence others (individuals or groups), through
their communication style and approach, in order to get them
to go along with or to support their agenda. Incorporated into
this, is the individuals ability to understand and anticipate
their audiences position or response and adapt their
message in order to gain their commitment
To be competent in your role, you should.....
Customer Service Orientation
This is about focusing ones efforts on providing good
customer service. At higher levels this involves balancing
customers needs alongside other priorities / constraints
(e.g. budget, resource).

Level Required
A - Develop Self

Seek learning and development opportunities

Overcome limitations and weaknesses in relation to their current role
Identify and build on own strengths and address capability gaps in relation to their
current role and/or potential progression path
Ask for feedback from multiple sources
Maintain personal development plan
B - Communicate with Impact

Set out own opinions or the TfL position clearly and convincingly
Persuade others using straightforward and simple techniques e.g. appeals to reason,
data, others self interest, demonstration etc
Clearly communicate work requirements even if these are technical, complex or
contentious
Clearly explain own position when challenged
Challenge the views of others where appropriate, in an open and constructive way
Use range of communication methods
B - Understand their customers and keep them informed

To be competent in your role, you should.....

Focus on providing a positive customer experience. Provide prompt, efficient and

personable service
Understand customer requirements and manage these expectations
Ensure that promises and commitments to customers are kept and monitor client
satisfaction
Respond constructively to customer complaints and feedback, taking action to
address the issues raised

This document reflects ongoing work and discussions within LU on options for the future of London Underground. It does not re present LUs final position on
the contents, which are subject to ongoing consultation with our trades unions .
v.1 09.12.2013

Organisation Awareness
This is about the ability to understand the organisation, its
customers, stakeholders and critical relationships within and
outside TfL. This includes the ability to recognise the impact
of individuals / groups, interactions and how decisions are
made in TfL.
To be competent in your role, you should.....
Responsiveness
This is about the ability to adapt to and work effectively
within a variety of situations, individuals and/ or groups.
Responsiveness entails being flexible and adapting ones
approach as the requirements of a situation change, and
responding in a time conscious way.
To be competent in your role, you should.....
Results Focus
This is about delivering business / performance results in TfL
to time/budget/quality. They should be looking for ways to
improve performance and add value to TfL.
To be competent in your role, you should.....
Safety Awareness

Keep customers continually informed; communicating requirements and providing

helpful information
Pay close attention to the level of service provided by the team or department
A - Organisational Knowledge

Recognise key stakeholders/ colleagues/ customer groups

Understand how stakeholders/ colleagues /customers impact on their role
Demonstrate a clear understanding of how their own actions impact on
internal/external stakeholders / colleagues / customers
Keep up to date with changes / initiatives / issues taking place at team and
organisational level
B - Respond flexibly

Manage specific situations flexibly, within own remit, in order to get the job done
and/or meet organisational goals
Adapt system and procedures to changing demands of the business and redirect
energy to support new priorities
Deal effectively with short term changes and unexpected demands

A - Want to do the job well

Maintain consistent levels of effort and quality

Deliver to set objectives to time/budget/quality
Manage own activities to deliver to the team's goals and objectives

A - Understand own safety responsibility

Demonstrate an understanding of own safety responsibilities and accountabilities

Take time to learn new safety rules and procedures
Follow safety rules and regulations
Understand own and others role in emergency situations
To be competent in your role, you should.....
Recognise potential safety risks and informs management
This document reflects ongoing work and discussions within LU on options for the future of London Underground. It does not re present LUs final position on
the contents, which are subject to ongoing consultation with our trades unions .
This is about taking the safety of customers, employees,
suppliers and the public seriously and understanding own
and others responsibilities. At higher levels this involves
establishing and promoting a safety culture.

This document reflects ongoing work and discussions within LU on options for the future of London Underground. It does not re present LUs final position on
the contents, which are subject to ongoing consultation with our trades unions .