The Toronto Transit Commission is bringing in some help from across the Atlantic to help improve its rider experience.
On Monday, the TTC announced that Chris Upfold will serve as its first-ever chief customer service officer.
Upfold is a Canadian who has been working for London's Underground transit system for the past 10 years.
The TTC said Upfold had recently worked as the head of revenue and inclusion for the Underground.
During his work in London, Upfold helped create a customer experience department and "his leadership helped to create a marked increase in customer satisfaction in information delivery and employee engagement," the TTC said in a release announcing his appointment in Toronto.
He will begin his new job in Toronto at the end of May.
In a statement, TTC Karen Stintz said she was "excited about the arrival of Chris and the work he will do to implement a customer service plan, and overall renewed customer service focus our riders have requested."
TTC Chief General Manager Gary Webster said Upfold would help make the TTC "a world-leader in customer service."
An advisory panel recommended that the TTC create a customer service officer post, following complaints from riders.
In recent months, the TTC has faced high-profile complaints about the conduct of its drivers and accusations that the organization does not take customer complaints seriously.
At the end of January, several riders snapped photos that appeared to show TTC drivers using cellphones to send text messages while operating city buses.
Those drivers were reportedly fired from their jobs, though the TTC did not confirm their terminations.
With files from The Canadian Press
