Customer Operations Supervisor


21,879 a year plus benefits, increasing to £25,740 on successful completion of 3 months’ probation

Contract Type


Hours of Work

42 hours per week, Monday to Sunday


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

Closing Date

Sunday 17th November 2019

Full Description

The Role: The Customer Operations Supervisor is dedicated to the smooth running and exceptional presentation of their Customer Service Assistants (CSA’s) and the piers we service along the Thames.

You’ll ensure customer service standards are adhered too, and enable team member – line manager relationships that drive quality conversations, improving the performance and wellbeing of our team members and supporting in the delivery of a consistent and exceptional customer experience.

You’ll oversee your team of CSA’s and ensure a fun, fast and friendly customer experience; and ensure you and your teams maintain tidiness and report any breach in Health & Safety or any out of date signage on the piers.

Also responsible for ensuring the right people are in the right place at the right time to deliver the customer experience you’ll manage absence and sickness cover as required.

You’ll ensure the smooth running of active and pro-active ticket sales as well as boarding sailings to capacity and liaises with neighbouring piers to guarantee a smooth boarding process across the river.

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

With experience of managing and motivating a diverse and transient team in order to deliver service excellence; you’ll be able to communicate effectively and have open, honest conversations with members of your team.

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.

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.

Where: You can be based anywhere between North Greenwich and Westminster piers.

When: We’ll be holding interviews in November and looking for someone to start in December 2019.

About AEG and Thames Clippers

AEG is one of the leading sports and entertainment businesses in the world. In the UK we comprise of The O2; The SSE Arena, Wembley; Thames Clippers; and AEG Presents which includes the Eventim Apollo and indigo at The O2.

Thames Clippers are London's leading River Bus service. With a fleet of 18 high speed boats which provide commuters and leisure visitors with a unique way to travel around the capital.

So why apply?

Here at Thames Clippers we have 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. 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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Life at AEG

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AEG is a company with global reach. AEG owns and manages over 100 of the world’s leading venues over 5 continents. They host 50 million guests annually during 10,000 events.