The London Underground Customer Service Centre (CSC) is responsible for answering and responding to customer query and complaints about the service provided by London Underground. Customers can contact the CSC by telephone, email, letter and through face to face visits. In particular we attend major incidents on the tube network, working with our station colleagues supporting affected customers. The centre handles 12,000 contacts per month ranging from simple journey and ticketing enquiries to complex service complaints. Staff use a variety of applications within the office to find the answers to the issues raised e.g. using service reports to find out the reason for a delay. If we are unable to immediately resolve a problem then the team liaise with colleagues across the tube network to ascertain information for customers.

We are also responsible for championing the customer voice, using customer data to inform the business by bringing customer feedback to the attention of operational staff. They use this to address issues and improve the future customer experience. The team have a close working relationship with operational managers, facilitated by a number of customer feedback reports which capture the mood of customers and highlight key concerns. These reports are particularly beneficial during major service incidents where they are used as part of our lessons learnt activities and also ensure that customer views are captured as part of any review.