Coaching services

Tender description

London Underground’s strategic goal is to deliver a step change in the service we provide to our customers and provide a world-class customer experience for a world-class city. The LU Customer Service and Line Operations Leadership Teams are looking for leadership development specialists to continue our drive to develop a strong leadership cadre amongst our middle, senior and junior managers in order to deliver our demanding performance and cultural change objectives. This is a key deliverable under the auspices of the TfL ‘Leadership Foundation’ which seeks to professionalize leadership by investing in education, learning and training to meet the challenges of the business plan in an innovative and imaginative series of approaches. 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 and delivery orientation. This high caliber, inspiring leadership will engage individuals at a front-line level to unlock a world-class experience for our customers. In mid 2018 the London Underground Customer Service Lead Team commenced a programme known as ‘Leading Customer Service‘, to build leadership capability of our senior and middle managers. 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.