MBNA Thames Clippers

Time To Apply


Customer Operations Manager


up to £45,000 a year plus 10% bonus and benefits

Hours of Work



Thames Clippers - Clipper House, Trinity Buoy Wharf, Poplar, London E14 0JY

Closing Date

Wednesday 20th March 2019

Full Description

As Customer Operations Manager at MBNA Thames Clippers you will lead our customer operations team (100+ staff) to ensure they are delivering a world class service to our passengers.

You’ll be:

• responsible for driving revenue and hitting daily passenger targets;
• improving our passenger’s experience through coaching and developing the operations team;
• achieving key performance metrics as part of a balanced scorecard approach (customer, finance, people and safety/process);
• managing the staff, non-staff and capex budgets; and
• overseeing ticket sales and continuously seeking ways to make transactions easier and more efficient for our passengers and staff.


We are looking for someone from a high volume, multi-site background, preferably within the customer service or retail sales sector.

You will be a people person, able to engage and motivate a diverse and transient team to ensure they have all they need to do their jobs and do them well.

The ability to work at pace with a resilient nature to adapt to changing business needs is vital; you need to be able to thrive under pressure but retain your empathy.

You will be data driven, managing complex sales operations with the ability to evaluate and measure your success.

We’re looking for a positive team player; someone who is able to communicate with a wide range of people; and who can do all of the above with a smile on their face!

Where: You’ll be based at our offices at Clipper House, Trinity Buoy Wharf, Poplar, London E14 0JY, a short walk from Canning Town tube or a hop across the river from North Greenwich tube.

Interviews: These will be held on 26 and 27 March 2019 at Clipper House.

About MBNA Thames Clippers

MBNA Thames Clippers, part of AEG Europe, are London's leading River Bus service. Our fleet of high speed catamarans provide commuters and sightseers with a unique way to travel around the capital. We carry over 4 million passengers a year and employ over 320 staff.

So why apply?

Here at MBNA Thames Clippers we really value a strong team ethic, we take pride in what we do, and we respect each other, which makes it a great place to work! We are an entrepreneurial and growing 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 MBNA 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.

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