Transport for London (TfL) plays a pivotal role in keeping one of the world’s busiest cities moving smoothly. A Customer Service Advisor at TfL is a vital frontline representative who helps millions of passengers every day, providing information, resolving issues, and ensuring a positive travel experience across the Tube, buses, and other TfL services. This role requires excellent communication skills, patience, and a passion for helping others. The average salary for a TfL Customer Service Advisor ranges between £22,000 and £26,000 per year, reflecting the responsibility and essential nature of the job.
If you’re preparing for your TfL Customer Service Advisor interview, understanding the type of questions you’ll face and how best to answer them can make all the difference. Below, I share 25 commonly asked interview questions with detailed answers to help you stand out. Drawing on over 25 years of experience as a UK career coach, I’ll guide you through simple opening questions, competency-based queries using the STAR model, and effective closing questions — alongside valuable interview tips. Let’s dive in.
1. Tell me about yourself.
Keep this answer focused and relevant to the role. Mention your background in customer service, your communication skills, and your enthusiasm for working in a fast-paced, people-facing environment like TfL.
Example:
“I’ve worked in customer service for over three years, where I developed strong problem-solving skills and a calm approach to handling difficult situations. I’m passionate about helping people and excited about the opportunity to contribute to London’s public transport system.”
2. Why do you want to work for Transport for London?
Demonstrate knowledge about TfL and your motivation. Highlight your interest in public transport and commitment to excellent service.
Example:
“I admire TfL’s commitment to sustainable transport and community engagement. I want to be part of a team that makes a difference in the daily lives of Londoners by ensuring their journeys are smooth and safe.”
3. What does excellent customer service mean to you?
Focus on responsiveness, empathy, and effective communication.
Example:
“Excellent customer service means actively listening, understanding the customer’s needs, and delivering timely, accurate information with kindness and professionalism.”
4. Can you describe a time you had to deal with an angry customer?
Use the STAR model (Situation, Task, Action, Result) to explain your approach to de-escalation and problem-solving.
Example:
Situation: “A customer was frustrated about a delayed train.”
Task: “I needed to calm them and provide clear information.”
Action: “I listened patiently, apologized for the inconvenience, and gave the latest updates while offering alternative routes.”
Result: “The customer appreciated my honesty and left satisfied.”
5. How would you handle a passenger who refuses to follow safety instructions?
Show your ability to stay calm, assertive, and ensure safety compliance.
Example:
“I would politely explain the importance of the safety rules and the potential risks involved. If they continue to refuse, I would escalate the situation to the relevant authorities to maintain safety for everyone.”
6. Describe a time you worked successfully as part of a team.
Explain your role and the outcome using STAR.
Example:
Situation: “During a busy shift, our team had to manage an unexpected service disruption.”
Task: “We needed to communicate quickly and keep passengers informed.”
Action: “I coordinated with colleagues to update customers and offer alternatives.”
Result: “Our teamwork minimized frustration and kept operations running smoothly.”
7. How do you prioritize tasks during a busy period?
Explain your ability to multitask and stay organised.
Example:
“I assess urgency and impact, focusing first on tasks that affect passenger safety and satisfaction, while keeping communication open with the team.”
8. What would you do if you didn’t know the answer to a passenger’s question?
Honesty and resourcefulness are key here.
Example:
“I would admit I don’t know but reassure them I’ll find out immediately, either by checking our systems or asking a supervisor.”
9. Tell me about a time you made a mistake at work and how you handled it.
Use the STAR method to demonstrate accountability.
Example:
Situation: “I gave incorrect travel information to a passenger.”
Task: “I needed to correct the mistake quickly.”
Action: “I apologized, provided the right details, and checked with my manager to avoid future errors.”
Result: “The passenger appreciated my honesty, and I learned to double-check information.”
10. How do you stay motivated during repetitive or challenging tasks?
Show resilience and positive attitude.
Example:
“I remind myself of the importance of my role in helping people and focus on providing great service every time, no matter the challenge.”
11. Can you explain the STAR model and how it helps in interviews?
The STAR model helps you structure answers clearly by outlining the Situation, Task, Action, and Result of a past experience.
12. What steps would you take if a passenger lost their belongings on the transport system?
Demonstrate empathy and procedural knowledge.
Example:
“I’d reassure the passenger, gather details about the lost item, and guide them on reporting it to Lost Property. I’d also log the incident as per TfL protocols.”
13. How would you handle a language barrier with a customer?
Discuss patience and alternative communication methods.
Example:
“I’d speak slowly and clearly, use simple words, and try gestures or visual aids. If available, I’d use translation tools or call on a colleague who speaks their language.”
14. What does accessibility mean in customer service?
Explain the importance of inclusive service.
Example:
“Accessibility means ensuring that all passengers, including those with disabilities, receive equal support and can use TfL services comfortably and safely.”
15. Describe a time you went above and beyond for a customer.
Share a personal story using STAR.
Example:
Situation: “A passenger was late for an important appointment.”
Task: “I wanted to help them get there on time.”
Action: “I checked alternative routes, provided quick updates, and stayed with them to ensure they caught the next train.”
Result: “They thanked me for the extra support and felt less stressed.”
16. How do you ensure accuracy in a fast-paced work environment?
Talk about attention to detail and effective processes.
Example:
“I double-check information before sharing it and keep calm to avoid mistakes, even under pressure.”
17. What do you think is the biggest challenge in this role?
Show insight into the job.
Example:
“Balancing high volumes of customers with the need for personalized service can be challenging, but it’s rewarding to help people navigate those busy times.”
18. How do you deal with stressful situations at work?
Demonstrate coping strategies.
Example:
“I focus on breathing, staying organised, and asking for help when needed to maintain composure.”
19. What skills do you have that make you a good fit for this role?
Highlight relevant skills.
Example:
“Excellent communication, problem-solving, patience, and a genuine desire to help others.”
20. How would you handle multiple passengers needing assistance at once?
Explain prioritisation and communication.
Example:
“I’d assess urgency, assist one passenger while politely informing others of wait times, and seek support from colleagues if available.”
21. What are your career aspirations?
Keep it positive and relevant.
Example:
“I’m excited to grow within TfL, developing my skills and potentially moving into supervisory roles in the future.”
22. How do you ensure confidentiality when dealing with passenger information?
Stress data protection awareness.
Example:
“I follow TfL’s privacy policies strictly and never share passenger information unless authorised.”
23. What would you do if you witnessed a colleague not following TfL policies?
Talk about integrity.
Example:
“I’d report the issue through the proper channels to maintain high standards and safety.”
24. Do you have experience using customer service technology?
Mention relevant tools.
Example:
“Yes, I have experience using CRM systems and communication tools to log interactions and retrieve information quickly.”
25. Do you have any questions for us?
Always have a question prepared, such as:
“What are the biggest challenges the team currently faces, and how can I contribute to overcoming them?”
General Interview Coaching Encouragement and Tips
Preparing for a TfL Customer Service Advisor interview means focusing on your communication, empathy, and problem-solving skills. Remember to use the STAR model when answering competency questions — it helps structure your answers clearly and effectively. Practice your responses out loud to build confidence.
Do’s:
Research TfL and its values thoroughly.
Dress smartly and arrive early.
Listen carefully to each question before answering.
Be honest and positive.
Use examples from your own experience.
Don’ts:
Don’t memorise answers word-for-word — be natural.
Don’t speak negatively about previous employers.
Don’t interrupt the interviewer.
Don’t guess answers if unsure — it’s better to say you’ll find out.
For personalised support, consider booking an interview coaching session with an experienced interview coach. Tailored guidance can boost your confidence and help you shine on the day. If you want to master your interview skills, professional interview training is your best investment.
