---
title: "London Underground Customer Service and Line Operations Leadership programme"
ocid: "ocds-b5fd17-99cff463-5d6f-4d4e-9693-2c283bbedae3"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-99cff463-5d6f-4d4e-9693-2c283bbedae3"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-99cff463-5d6f-4d4e-9693-2c283bbedae3.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-99cff463-5d6f-4d4e-9693-2c283bbedae3.json"
source: "Contracts Finder"
current_stage: "Tender"
buyer: "TRANSPORT FOR LONDON"
published: "2020-01-28"
---

# London Underground Customer Service and Line Operations Leadership programme

Buyer: TRANSPORT FOR LONDON  
Current stage: Tender  
OCID: ocds-b5fd17-99cff463-5d6f-4d4e-9693-2c283bbedae3

[View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-99cff463-5d6f-4d4e-9693-2c283bbedae3)  
[Download OCDS JSON](https://d3tenders.com/contract/ocds-b5fd17-99cff463-5d6f-4d4e-9693-2c283bbedae3.json)

## Summary

The procurement process involves Transport for London seeking bids for the "London Underground Customer Service and Line Operations Leadership programme," valued at £3,000,000. This initiative falls under the 'services' industry category, specifically focusing on coaching services (CPV code: 79998000). The tender is currently in the active stage with a submission deadline of 13 April 2020, while the contract itself is set to commence on 8 June 2020 and will last until 8 June 2023. The project is located in London, United Kingdom, and follows a selective procurement method, using a restricted procedure.

This tender presents a valuable opportunity for businesses that specialise in leadership development and customer service coaching, particularly those with a proven track record in transforming management practices. Small and medium-sized enterprises (SMEs) would be well-suited to compete, especially if they have experience working with large-scale organisations like Transport for London. By engaging in this tender, enterprises can enhance their portfolio while contributing to improving customer service standards within a crucial public transport sector.

## Notice

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.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/d9d26913-c667-492b-ad4d-528258e8d685 |
| Notice type | Tender Notice |
| Procurement type | Standard |
| Procurement category | Services |
| Procurement method | Selective |
| Procurement method details | Restricted procedure |
| Tender suitability | SME |
| Awardee scale | Not specified |
| All stages | Tender |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 28 Jan 2020 |
| Submission deadline | 13 Apr 2020 |
| Future notice date | Not specified |
| Award date | Not specified |
| Contract period | 7 Jun 2020 - 8 Jun 2023 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £3,000,000 |
| Lots value | Not specified |
| Awards value | Not specified |
| Contracts value | Not specified |

## Status

| Field | Value |
| --- | --- |
| Tender status | Active |
| Lots status | Not specified |
| Awards status | Not specified |
| Contracts status | Not specified |

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | TRANSPORT FOR LONDON |
| Locality | LONDON |
| Post town | South West London |
| Postcode | SW1H 0BD |
| Country | England |
| ITL 1 | TLI London |
| ITL 2 | TLI3 Inner London - West |
| ITL 3 | TLI35 Westminster and City of London |
| Local authority | Westminster |
| Electoral ward | St James's |
| Westminster constituency | Cities of London and Westminster |
| Delivery location | TLI London |

## CPV Codes

### Divisions

- 79 - Business services: law, marketing, consulting, recruitment, printing and security

### Codes

- 79998000 - Coaching services

## Release History

- 28 Jan 2020 at 16:22 - Tender - Tender Notice - https://www.contractsfinder.service.gov.uk/Notice/d9d26913-c667-492b-ad4d-528258e8d685

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/d9d26913-c667-492b-ad4d-528258e8d685
  28th January 2020 - Opportunity notice on Contracts Finder
- https://procontract.due-north.com/Advert?advertId=9f2d45cf-c53e-ea11-80fc-005056b64545
  Advert

## Notice URLs

- https://tfl.gov.uk

## Provenance

This Markdown file is an alternate public rendering of the D3 Tenders contract record. The canonical page is https://d3tenders.com/contract/?ocid=ocds-b5fd17-99cff463-5d6f-4d4e-9693-2c283bbedae3. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-99cff463-5d6f-4d4e-9693-2c283bbedae3.json.