MBNA Thames Clippers

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Customer Services Duty Manager

Salary

Competitive salary plus benefits

Hours of Work

Permanent

Location

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

Closing Date

Thursday 19th September 2019

Full Description

The role: We are looking for a Customer Service Duty Manager to join the existing Duty Managers in managing our large customer services team and the operation which is spread over our 21 piers from Putney to Woolwich.

You will oversee the service standards of our customer services team in order to maintain consistency throughout the operation, providing our customers with a seamless, professional service.

Ensuring all the information displayed on board and on the piers is within company brand guidelines, accurate and up to date and replenished as necessary you will make sure all staff are briefed daily and that all relevant information is communicated efficiently and effectively.

You will maintain an accurate audit of all uniform, annual leave, absences, training and performance management; and formally assess the service levels on board, in the kiosks and on the piers, setting measurements for all staff to adhere to.

You: We are looking for a people person who has the ability to manage and motivate a diverse and transient team in order to deliver service excellence. You must have previous customer facing management experience and be able to prove you can manage complex sales operations with measured success.

You must also be able to thrive in a very busy operational environment and maintain patience and empathy even when working under pressure.

With a committed and flexible approach to your work you’ll be able to respond quickly to an increase in service demand with a “hands on” approach.

You’ll have a proven ability to work effectively as part of a team and to establish good professional relationships with your colleagues.

Where: Our Head office is at Trinity Buoy Wharf a short walk from Canning Town tube or a hop across the river from North Greenwich tube. However you will be expected to travel between our 21 piers to carry out your management duties.

About Thames Clippers

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 around 4 million passengers a year and employ over 320 staff.

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.