Customer Service Assistant 1

**Customer Service Assistant 1 - Night Tube** **040513** **Organisation** - CUSTOMER SERVICE - Northern Line **Job** - Customer Care **Position Type** - Full Time **Customer Service Assistant 1 - Night Tube** 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**:£16,692 **Working Hours**: This position is 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. **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 - Be prepared to work anywhere in London - Be able to work a variety of shift patterns including Nights, weekends and public holidays Please take the time to read the answers our Frequently Asked Questions before applying. **Key Accountabilities** - Customer service: deliver world-class 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 staff-enabled 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 - 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 CSA1, a CSA1 needs to be able to access the track in emergencies, and CSA1s need to wear uniform trousers to perform this duty. You are not allowed to wear long loose clothing below the ankle for safety reasons. This is standard practice across the rail industry. Although you may be successful & offered the role - you may not commence employment in the role or start training immediately. There may be a requi