Andrew Lucas
Elm Park,Essex
Summary
Customer Service Supervisor overseeing passenger safety, team wellbeing, and adherence to railway operating procedures. Led incident coordination and disruption management using structured communication and proactive risk awareness. Improved service reliability by enforcing operational standards and delegating responsibilities effectively.
Overview
27
27
years of professional experience
Work History
Customer Service Supervisor 1 & 2
LUL
04.2015 - Current
- Achieved outstanding customer satisfaction through effective team management.
- Managed team of customer service representatives, fostering an environment focused on high-quality client support.
- Resolved complex customer complaints calmly and professionally, ensuring continued customer satisfaction through effective solutions.
- Identified ongoing issues and implemented solutions to maintain optimum service levels.
- Proactively monitored employee and customer feedback to identify ways of improving operations and ensuring the safe running of our railway
- Maintained high standard of Customer service management, ensuring Safety of customers and staff alongside other stakeholders
- Conducted regular performance reviews with team members, setting clear objectives and providing constructive feedback.
- Organised training sessions to improve staff skills and service quality. to improve station operations, team morale and customer service.
- Conducted training sessions for staff on ticket machine servicing, banking procedures, and secure suite operations to improve speed and quality of customer interactions.
- Assigned tasks to team members based on their strengths. and priorities based on staff strengths to maintain highly productive operations.
- Followed safety procedures in line with rule books to maintain high levels of health and safety, liaising with Station management, service control and incident managers during incidents like persons under a train, Fire alerts, equipment failures and severe service disruption.
Station Assistant Multifunctional
London Underground
04.2001 - 04.2015
- Assisted customers in selecting appropriate tickets and planning travel routes to ensure correct purchases and effective travel experiences.
- Processed payments by cash, cheque, or card to complete transactions.
- Processed refunds and exchanged faulty oyster cards according to company procedures and best practices to maintain customer satisfaction.
- Coordinated assistance for customer's special requests and service needs.
- Kept accurate records at beginning and end of work shifts to help with error-free money handling.
- Completed daily records accountancy to track accurate payment totals.
- Prepared weekly cash banking and consolidation to move via custodians to cash services.
- Coached delegates on procedures before knowledge tests at training centres to enhance assessment readiness and understanding.
Station Assistant
London Underground
12.1999 - 04.2001
- Boosted customer satisfaction by resolving complaints and effectively guiding passengers on routes.
- Enhanced passenger experience through accurate fare collection based on destination rules.
- Maintained professional customer service standards to strengthen positive brand image.
- Protected passenger comfort and safety by managing stressful incidents calmly.
- Controlled passenger behaviour during emergencies to prevent disorder and unsafe conduct.
- Coordinated with station staff and train service operators using communications equipment to streamline operations.
Education
GCSEs - Secondry
Albany School
Hornchurch01-1993
Skills
- Incident management
- Passenger safety
- Service operations
- Customer relationship management
- Complaint handling
- Cash handling
- Risk assessment
- Decision making
- Staff training and development
- Attention to detail
- Customer focus
- Incident coordination
Timeline
Customer Service Supervisor 1 & 2
LUL
04.2015 - Current
Station Assistant Multifunctional
London Underground
04.2001 - 04.2015
Station Assistant
London Underground
12.1999 - 04.2001
GCSEs - Secondry
Albany School