Customer Service Supervisor 2 - Full Time - External

Transport for London; London; On-site; GBP 25,000 - 35,000; Full time

Job summary

A major public transport authority in London is seeking a Customer Service Supervisor to lead its station operations. The role involves managing incidents, providing excellent customer service, and deploying staff effectively. Candidates should be 18+ years old, eligible to work in the UK, and ready to work flexible shifts, including nights and weekends. This full-time position offers opportunities for growth and the chance to contribute to a critical public service.

Benefits

Final salary pension

Free travel on the TfL network

52 days annual leave

Cycle-to-work scheme

Various discounts

Qualifications

• 18 years old or over and eligible to work in the UK.
• Ability to work varied shift patterns including nights and weekends.
• Excellent communication skills and customer focus.

Responsibilities

• Manage operational incidents at stations.
• Assist customers at ticket machines.
• Deploy staff to ensure high customer service.

Skills

Customer service

Operational incident management

Team leadership

Problem solving

Job description

Overview

Job Description - Customer Service Supervisor 2 - Full Time - External (047920)

Customer Service Supervisor 2 - Full Time - External 047920

Organisation

Organisation - Customer Services

Job

Frontline operational service

Position Type - Full Time

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 staff.

Working hours & location

Working Hours: You would be expected to work on a varied shift pattern including early starts (07:00) and late finishes (23:00), weekends and public holidays. This is a full-time position, 37.5 hours per week, with a rotational shift pattern covering 24 hours a day, 7 days a week, 52 weeks a year. A fixed shift pattern is not offered.

Location & Contract: You will be assigned to a group of stations within a Cover Group (mainly in the West London area). Some locations involve lone working. Contract Type: LU Permanent.

Application details

Closing date for Applications: Wednesday 15 October 2025 @ 23:59hrs. This campaign may close early if a suitable pool of applicants is identified.

Note: TfL is unable to provide sponsorship for this role. Please check eligibility requirements on the Government websites.

About you / The role

As a Customer Service Supervisor, you’ll contribute to delivering a world-class service in all customer-facing areas of London Underground Stations, including incident response and asset safety. You will delegate responsibility for operations at a small station or a defined area within a larger station and deploy staff as needed, using appropriate technology to support deployment.

Key Accountabilities

• Customer service: Proactively assist customers, including those with special requirements, and provide information and general help on ticketing.
• Ticketing: Support customers at ticket machines and ensure ticket machines are available, serviced, and cash is managed.
• Incidents and emergencies: Respond to and manage operational incidents per London Underground rules to restore service quickly and safely.
• Operational support: Open/close stations, manage access and checks, perform SATS duties, prevent congestion, and assist customer flow. Identify and resolve local faults and hazards.
• Staff deployment: Deploy staff to maximise visibility and service, using technology to support deployment (deployment may vary by station).

You would also be expected to help alleviate congestion, manage crowding and assist customer flow and evacuation where necessary, while maintaining a welcoming presence with safety at the core.

Eligibility & requirements

• Be 18 years old or over and eligible to work in the UK.
• Willing to work anywhere in London.
• Able to work a variety of shift patterns including nights, weekends and public holidays.
• Note on sponsorship: TfL cannot sponsor for this role; review current immigration requirements.

Application process

The process includes 4 stages with online tests and two assessment centres. Final interviews will be in London. You will be asked screening questions and online Situational Judgement Tests, followed by an assessment event.

Disclosures & commitments

Campaign timetable details, candidate charter, reasonable adjustments, disability charter, and notice of cancellation information are provided. The outcome of the final assessment will be notified 10 to 14 days after the last event. Compliance with integrity policies and background checks is required (criminal records check, reference checks, medical screening, and drug/alcohol testing). DBS and references are handled by REED. Staff may be required to access track and wear safety-appropriate uniform clothing. Start dates may be delayed if necessary.

Training & location

Appointment is subject to successful completion of a full-time training course (up to 9 weeks). Training prohibits annual leave during the period. Location is assigned based on business needs in London Underground.

Contact

For questions, contact 0203 005 1680 or [e-mail].

Benefits & equality

Rewards vary by area and may include: final salary pension, free travel on the TfL network, National Rail reimbursement, 52 days annual leave, cycle-to-work, and various discounts. TfL is an equality, diversity and inclusion employer and guarantees an interview to disabled candidates who meet essential criteria.