The role of a Transport for London (TfL) Bus Customer Service Assistant is both vital and rewarding. As the frontline face of London’s iconic bus network, this position ensures passengers experience safe, timely, and courteous service throughout their journey. Customer Service Assistants help with ticketing, provide travel information, support accessibility needs, and handle any passenger concerns with professionalism. In return, TfL offers a competitive salary, typically ranging between £20,000 and £25,000 per annum, plus benefits including travel discounts and pension schemes. This job demands excellent communication skills, patience, and problem-solving ability—qualities that employers highly value and will likely test in your interview.
To help you secure this sought-after role, here are 25 fully explained interview questions and answers tailored specifically for the TfL Bus Customer Service Assistant interview. These are structured to cover simple opening questions, competency-based queries (using the STAR model), and thoughtful closing questions. Let’s dive in!
1. Tell me about yourself.
Keep your answer concise, relevant, and positive. “I have a strong background in customer service, having worked in busy retail environments where communication and problem-solving were key. I am passionate about helping people, and I believe my skills align well with the demands of a TfL Bus Customer Service Assistant.”
2. Why do you want to work for Transport for London?
Express your enthusiasm for the company’s values and reputation. “I admire TfL’s commitment to accessible, reliable public transport. I want to be part of a team that keeps London moving and supports the diverse needs of passengers.”
3. What do you understand about the role of a Bus Customer Service Assistant?
Show your knowledge about the role. “It involves assisting passengers with ticketing, providing travel advice, ensuring safety on the bus, and resolving any issues promptly and courteously.”
4. How would you handle a passenger who is frustrated about a delayed bus?
Use empathy and problem-solving. “I would listen patiently, acknowledge their frustration, explain the cause of the delay if known, and offer alternatives or estimated wait times.”
5. Describe a time when you had to deal with a difficult customer.
Here, apply the STAR model: Situation, Task, Action, Result. “At my previous job (Situation), a customer was unhappy about a faulty product (Task). I remained calm, listened carefully, and offered a replacement immediately (Action). The customer left satisfied and thanked me for my patience (Result).”
6. How do you ensure clear communication when providing travel information?
“By speaking slowly, using simple language, and confirming the passenger understands. I also use visual aids or maps if needed.”
7. What steps would you take if you noticed a passenger struggling with mobility?
“I would offer assistance, such as helping them board safely or contacting the driver for support. Accessibility is important to me.”
8. How do you prioritize tasks during a busy shift?
“I focus first on safety and urgent passenger needs, then attend to routine tasks efficiently to keep service running smoothly.”
9. Give an example of when you worked well in a team.
Using STAR: “During a busy holiday period (Situation), my team and I coordinated to manage increased passenger flow (Task). I communicated regularly and helped cover colleagues’ roles when needed (Action). Our efforts ensured minimal delays and positive feedback from passengers (Result).”
10. How do you stay calm under pressure?
“I focus on breathing, stay organized, and remind myself that staying calm helps me find better solutions.”
11. What would you do if you witnessed unsafe behaviour on the bus?
“I would alert the driver or supervisor immediately and follow TfL’s safety protocols.”
12. Why is excellent customer service important in this role?
“Because it enhances passengers’ experience, encourages repeat use of public transport, and reflects positively on TfL’s reputation.”
13. How do you handle situations where you don’t know the answer to a passenger’s question?
“I admit honestly that I’m not sure but reassure them I’ll find out promptly or direct them to the right person.”
14. Tell me about a time when you improved a process or service.
STAR example: “I noticed the queue system at my last job was causing confusion (Situation). I suggested clear signage and staff guidance (Task). We implemented these changes, reducing wait times and improving customer satisfaction (Result).”
15. What motivates you to work in public transport?
“Knowing I contribute to keeping a city moving and helping people get where they need to go safely.”
16. How do you handle criticism?
“I listen carefully, take it constructively, and use it to improve my performance.”
17. Describe a time you had to use initiative.
STAR: “Once, when a ticket machine broke down (Situation), I quickly directed passengers to alternative purchase points and informed the supervisor (Task). This reduced passenger frustration and kept the service running (Result).”
18. How would you handle a passenger refusing to wear a mask if required?
“I would politely explain the safety guidelines and TfL’s policy, offering alternatives if possible, and escalate to the driver or supervisor if needed.”
19. Can you work flexible hours, including weekends and early mornings?
“Yes, I understand the demands of public transport services and am willing to be flexible.”
20. What do you know about TfL’s values?
“TfL values safety, customer focus, teamwork, and inclusivity, which I strongly support.”
21. Describe how you would support passengers with different cultural backgrounds.
“I would be respectful, patient, and ensure clear communication, recognizing diverse needs and preferences.”
22. How do you deal with repetitive tasks without losing focus?
“I remind myself of the bigger picture—each task contributes to passengers’ safe and pleasant journey.”
23. What would you do if a colleague wasn’t performing their duties?
“I would address it professionally if appropriate or report concerns to a supervisor to maintain team standards.”
24. How do you ensure accuracy when handling payments and tickets?
“By double-checking transactions carefully and following TfL procedures to avoid mistakes.”
25. Do you have any questions for us?
Always prepare questions. For example, “What does success look like in this role after six months?” or “How does TfL support employee development?”
General Interview Coaching Encouragement and Tips
Remember, preparation is key! Practicing your answers using the STAR method—explaining the Situation, Task, Action, and Result—will help you deliver clear and structured responses, especially for competency questions. Be confident, stay positive, and show genuine enthusiasm for working with TfL. Dress smartly, arrive early, and listen carefully to each question.
Do’s:
Do research TfL and the role thoroughly.
Do give specific examples from your experience.
Do maintain good eye contact and body language.
Do show you understand customer service challenges.
Do ask thoughtful questions at the end.
Don’ts:
Don’t give vague or unrelated answers.
Don’t speak negatively about previous employers.
Don’t interrupt the interviewer.
Don’t exaggerate your skills.
Don’t forget to follow up with a thank-you email.
With over 25 years of experience coaching candidates like you, I encourage you to view your interview as a two-way conversation—a chance to learn about the role as much as you share your suitability. Prepare well, be yourself, and you’ll shine.
Ready to take your preparation further? Book an interview coaching appointment with me, Jerry Frempong, to practice your answers, improve your confidence, and unlock your potential to succeed in landing your TfL Bus Customer Service Assistant role.
