London Underground Customer Service and Line Operations Leadership programme

In order to deliver a world-class experience, we need to ensure our Leadership Teams (Heads of Customer Service, Heads of Line Operations) and Customer Service Management Team (Area Managers, Trains Managers and equivalent) are not only adept in leading and inspiring their teams, but also engaged in the customer service ambition. We need to develop a team of high impact leaders with a customer service & delivery orientation. This high calibre, inspiring leadership will engage individuals at a front-line level to unlock a world-class experience for our customers. The current phase of "Leading Customer Service" runs to March 2020. This has focused on senior and middle managers. We are now ready to move onto the next phase of the programme from April 2020 which will include a roll out to 800 customer service managers.