Operations Assistant

Big Bus Tours is the world’s largest operator of open-top sightseeing tours, fueling the spirit of adventure in 23 world-famous cities across four continents. Beginning its journey 28 years’ ago, with a fleet of only three buses, Big Bus Tours has swiftly expanded to a global fleet of over 400 hundred open-top buses, turning 5 million tourists into explorers, every year. Big Bus Tours operates in London, Dubai, Hong Kong, New York, Las Vegas, Chicago, Abu Dhabi, Budapest, Istanbul, Miami, Muscat, Rome, Paris, Philadelphia, San Francisco, Darwin, Sydney, Vienna, Washington DC, Dublin, Singapore, Los Angeles and Berlin with a sightseeing concept designed to provide a flexible approach to city discovery. Each open-top bus tour provides a hop-on, hop-off facility at a variety of interesting locations, with complimentary additions to enhance the visitor sightseeing experience. In February 2015, private equity firm Exponent purchased Big Bus Tours, with a shared vision to make Big Bus Tours the number 1 thing to do in each world-famous city. In 2016, Merlin Entertainments PLC became a shareholder, offering a natural synergy with Big Bus Tours and Merlin attractions and experiences around the world. With entertaining guides and commentary and knowledge of the latest events in each city, the Big Bus City Crew leaves every passenger with a story to tell.

**Position**:
**Overall Purpose**

To support the Operations Department with customer services and provide general administration support duties to the department to enable it to run as efficiently as possible. To proactively look and participate in ways we can continue to build and grow the Private Hire department. To support with the planning and organisation of bespoke tours.

**Key Areas of Accountability and Responsibility**
- Answer customer queries from the HUB
- Respond efficiently and professionally to Trip Advisor and Reputation reviews
- Answer general Private Hire requests and queries
- To work amongst the team to maximize the potential revenue for Private Hires by attending events and trade fayres where needed.
- Supporting Operations Department with general administration duties, inputting payroll, uniform orders, uniform stock checks, holidays, time and attendance amongst others.
- Prepare diversion routes as required for disruptions, marches and road closures.
- Keeping the office clean, tidy and presentable including the run-out room.
- To ensure we have a good supply of ticket rolls, security bags and brochures in the run-out area.

**Requirements**:
**Knowledge**
- Good knowledge of the Big Bus London sightseeing business and competitors.

**Skills**
- Good computer skill in Microsoft Office programmes, such as; Word, Excel and Outlook
- Excellent communication skills; both written and oral
- Proven administration and organisational skills
- Ability to work to strict deadlines
- Proven Sales ability
- Good attendance and punctuality

**Competencies**
- Self-Awareness: Recognise and manage your own emotions, behaviours, capabilities, motivations and other characteristics and understand how they affect yourself and others.
- Personal Growth: Continuously seek development and growth and strive to improve professionally and personally. Share the learning
- Resilience: Ability to view difficulty as a challenge, adapt to change and bounce back from adversity.
- Building relationships: Maintain and foster high quality relationships both externally and internally by using interpersonal skills and understanding others. Manage partners closely.
- Communication: Anticipate, recognise and respond to customer expectations and needs, and utilise tailored solutions to deliver an outstanding experience.
- Results Driven: Demonstrate personal ownership and deliver quality results by making smart decisions based where possible on robust data and evidence.
- Delivering Vision: Support, contribute to and promote the business' vision whilst translating it to fit individuals and teams

**Other information**:
**Five days per week Monday - Friday. Start time flexible to suit needs of the business. Occasional weekend working may be required.