Customer Service Assistant at Transport for London

Is a career in customer service right for me?

Maybe you already have great customer service skills? Or you are empathetic to the needs of others? Can you be friendly, persuasive and sensitive? Want to be part of a transport network that helps up to four million passengers every day? Want to learn how the London Underground operates and get lots of great opportunities for career progression?

If so, a career in customer service with Transport for London could be the answer.

Perks and challenges of being a Customer Service Assistant


  • This is a varied role, with lots of opportunity for career progression. You’ll get the chance to build on your customer service skills and work in a dynamic industry.
  • Meeting the public can be a very rewarding and satisfying part of your job. There’s nothing like being given a thumbs-up and a smile as you help passengers travel easily and safely.


  • You may come across challenging situations, including emergencies. You’ll get training to support you, and supervisors are on hand to assist you if needed. Teamwork is a big part of your career at Transport for London.
  • As the public face of Transport for London, you’ll know it’s important to keep up a smart appearance and wear your uniform with pride!

Useful skills

The following skills are very useful:

  • Customer service – this is a vital skill to have for this role, although we will measure this at assessment, so encourage those without previous experience in customer service roles to apply. You’ll build on your customer service skills and learn how London Underground operates throughout your employment. You’ll know that great customer service is all about a positive attitude!
  • Communication – you’ll need to be able to easily communicate with all customers and colleagues. Listening is an important part of communication too – you can learn a lot from your training and from more experienced team members! Languages also help as London is a destination of choice for visitors from all over the world.
  • Numerical – essential when helping customers, whether paying for tickets, topping up their Oyster cards or understanding how contactless payments work.

What qualifications do you need to be a Customer Service Assistant?

There’s more than one route into a customer service role at Transport for London. This is an entry-level role that will allow you to build upon skills that you already possess as well as develop new ones.

As well as this, there is also an operational apprenticeship at Transport for London a customer service advisor, which can lead to a full-time position as a customer service assistant. You’ll need to be 18 with three good passing grades in your GCSEs (or their equivalents). Find out more about Transport for London’s apprenticeship scheme here.

What is the workplace of a Customer Service Assistant like?

You’ll mainly be based at a London Underground station and work in the ticket hall.

Back to top