Customer Service Assistant at Transport for London

What does a Customer Service Assistant do?

Transport for London’s Customer Promise is that Every Journey Matters. Frontline customer service staff can be found across London’s transport network. As a Customer Services Assistant for London Underground (LUL) you’ll ensure that all users of LUL (London Underground) are safe and happy with their journey. You’ll mainly be based in a LUL station, helping customers purchase tickets, assisting customers at the ticket barriers and playing your part to make sure that staff and members of the public are safe at all times. You’ll be the public face of the London Underground, ensuring that all customers have a positive journey experience.

As well as this, you’ll be responsible for minimising disruptions to the train service and you’ll also liaise with other members of staff to report any incidents and defective equipment that you come across.

You’ll operate, check and inspect station equipment, noting down any faults you come across. This is an important part of your role, as it’ll ensure that both passengers and staff can use the equipment safely.

As you can see, there’s a lot involved in giving great customer service on the London Underground, with plenty of variety and room to grow!


London Underground stations operate early and late hours, so you’ll be working in shifts to keep London moving.

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