Our ref: FOI-0199-2425

Thank you for your request received by Transport for London (TfL) on 17 April 2024 asking for information about our Customer Service team.

Your request has been considered under the requirements of the Freedom of Information Act 2000 and our information access policy. 

I can confirm that we do hold the information you require. 

You asked:

1. What percentage of current CSMs are classed as female – 2016 to date.

*If a CSM left service, or moved role during the year, they would still be included as one employee. If their role was backfilled, then the new employee would also be included as another entry. So, the data is not reflective of number of positions, but of employees that have been in the role. 

2. What percentage of CSMs have children under age of 18 - 2016 to date.

*It is to note that because of the reporting range, if the child turned 18 years old throughout the financial year, depending at what point in the year their date of birth is, they may be included in the previous or following financial year instead. The data that is captured in the system is not mandatory for employees to provide, and therefore are only of those that have recorded it in the system.

3. What percentage of CSMs are said to have primary carer roles – 2016 to date.

The categories used for this are Guardian, Housekeeper/Carer and Childcare Provider.

*It is not mandatory for employees to inform us whether they are a primary carer, and so the numbers above only show what is in the system.

4. What % CSM have taken maternity leave in the last 8 years – 2016 to date.

*The count of maternity is of the start date of the maternity leave. If maternity leave covers across two financial years, it will only be referenced once, in the year that it started. Unless it was a new maternity leave period.

5. What % CSM return from maternity leave in the last 8 years

6. What % CSM return from maternity leave in the last 8 years but to a different role

*If a CSM changed role just before, during maternity, or soon after (few months, to allow for a period they may have taken as accrued annual leave, unpaid or pre-empting) they will be counted as a change in role and responsibility. An example is a CSM2 moving to a CSM3 role 4 weeks after returning, or a CSM2 moving to a different part of TfL.

7. What % CSM resign after maternity leave leave in the last 8 years 

*This count includes those that left within 3 months of returning, to allow for annual leave and notice periods etc. The count that resign are representative of the year when they went on maternity, not their date of leave, so they are comparative with the two numbers provided.

8. What % CSS resign after maternity leave leave in the last 8 years 

*This count includes those that left within 3 months of returning, to allow for annual leave and notice periods etc. The count that resign are representative of the year when they went on maternity, not their date of leave, so they are comparative with the two numbers provided.

9. What % CSA resign after maternity leave leave in the last 8 years 

*This count includes those that left within 3 months of returning, to allow for annual leave and notice periods etc. The count that resign are representative of the year when they went on maternity, not their date of leave, so they are comparative with the two numbers provided.

10. What % CSM are working in part time roles 

We are unable to know how many ‘roles’ are classified as a part time role; however, we can provide data on how many employees are on a part-time contract.

On that basis, there are currently 775 CSMs, 13 of which have an FTE value less than 1 (<100%), which means they are working less than their full-time equivalent hours. Therefore, 1.7% of CSMs are deemed to be working part time.

11. What % CSM are doing a job share 

There are currently 3 positions which are deemed to be job sharing (0.8%). This is calculated by identifying those employees that have the same position number, and that their FTE value combined adds to 100%, meaning between the two employees in the same position make up to equivalent of a full-time position.

12. What % of CSM roles are part time

Please see response to question 10.

13. How many CSM are there in total.

14. Within LUL office work how many jobs are there? 

It is not possible to identify how many jobs are Office Based only.

15. Within LUL office work how many jobs are part time? 

It is not possible to identify which roles are created as a part time role and which are LUL office-based roles.

16. How many employees does LUL have? 

Currently, there are 16,806 employees in London Underground.

If you are not satisfied with this response please see the attached information sheet for details of your right to appeal.

Yours sincerely,

Tahsin Prima

FOI Case Officer

General Counsel

Transport for London