Customer Services Team Leader

Job Description

MBNA Thames Clippers is looking for a customer services team leader who will be managing its Customer Service Assistants (CSA’s) as they work across any one of our 22 piers along the Thames. The job involves welcoming all members of the public; being responsible for  passenger’s safety on the piers, as well as ensuring they have the right ticket to travel and motivating the CSA’s to up-sell where possible.

Whilst being responsible for organising and managing the customer queuing systems at piers; you and your teams must ensure that you are providing up to date information to customers; maintaining tidiness and reporting any damage or breach in Health & Safety to the relevant parties.

Through daily reporting you will assess operational performances of the piers you manage and the piers of Senior Customer Services Assistants to help seek improvements in all areas of the customer journey.

We’re looking for people who love working and engaging with the public and making their experiences unforgettable!

You will have experience of working in a busy retail, customer facing environment and delivering the highest standards of customer service and maintaining humility and empathy even when under pressure.

With experience of managing and motivating people; you will be able to communicate effectively and efficiently and be able to build strong working relationships across the business.

And, you won’t mind working outdoors or being on your feet all day. This job can be very busy and demanding, so you need to be able to ensure you and your team smile and maintain high standards throughout the day.

Hours:

Full time – 42 hours per week, shift based Monday to Sunday

Location:

North Greenwich Pier – near to the O2 and North Greenwich station (Jubilee line)

Additional information about MBNA Thames Clippers:

Here at Thames Clippers we really value a strong team ethic, we take pride in what we do, and we respect each other which make it a great place to work! We are an entrepreneurial and inclusive organisation which was voted “Employer of the Year” at the 2017 London Transport Awards. There is real potential for internal development and promotion within our business and internal succession is one of our core values.

Our employees benefit from free travel on  Thames Clippers, along with a group private pension plan, private medical insurance, life assurance, EAP, ride to work scheme or season ticket loan and childcare vouchers. We also offer discounts at shops, bars and restaurants at The O2.

We are committed to equality of opportunity for all and our approach to recruitment and selection is fair, open and based purely on merit. Applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.

www.thamesclippers.com/about-thames-clippers/careers