Customer Operations Supervisors

1 month ago

London, UK, United Kingdom Uber Boat by Thames Clippers Full time

Customer Operations Supervisor



OVERVIEW:

The Customer Operations Supervisor is dedicated to the smooth running and exceptional presentation of their teams and piers. They provide accountability at local level to boost standards, and enable team member – line manager relationships that drive quality conversations, improving the performance and wellbeing of our team members, supporting in the delivery of a consistent and exceptional customer experience.



KEY ACCOUNTABILITIES:

  • Manages their team of Customer Service Assistants working across their island
  • Ensures the smooth running of the piers in their island
  • Delivers a “human, bright and bold” Customer Experience across their island
  • Guarantees Revenue Protection on their island



MAIN ACTIVITIES, DUTIES & RESPONSIBILITIES:

  • Hosts daily team member briefs to inform, delight, amuse and engage their teams
  • Responsible for ensuring that all piers and team members present to the expected standard, and the Customer Operations Supervisor leads by example with this themselves
  • Provides the relative equipment to the team, is responsible for ensuring the equipment is returned and maintained in working order
  • Walks each of the piers in their island regularly, looking at them through the customers’ eyes
  • Liaises with the management team and other stakeholders (such as Marketing and Safety) to ensure that the pier is kept in optimal condition and that all signage meets brand guidelines and is up to standard
  • Manages their own time effectively, travelling around their island as required to complete their tasks and support their teams
  • Holds regular, quality, conversations with each of their individual team members, including feedback conversations, career conversations, return to work conversations, welfare conversations and honest conversations.
  • Actively listens to their team members, motivating, engaging and leading them to deliver the best standards across the piers in their island.
  • Investigates any concerns in-line with the company disciplinary process, liaising with the management team and HR where appropriate.
  • Supports their team members’ wellbeing and liaises with the DM team and HR where appropriate.
  • Aspires to a positive team and company culture, where the key to success is through the support and engagement of the team members.
  • Responsible for ensuring the right people are in the right place at the right time to deliver the customer experience, managing absence and sickness cover as required
  • Supports with customer escalations as appropriate
  • Makes key customer decisions which support the company’s success whilst delivering the right customer experience, escalating where appropriate to the management team and/or customer communications team
  • Ensures the smooth running of active and pro-active ticket sales as well as boarding sailings to capacity
  • Liaises with neighbouring islands to ensure a smooth boarding process across the river
  • Ensures their team are carrying out ticket checks in-line with company procedure
  • Ensures that necessary steps are taken to protect company revenue at all times
  • Addresses feedback and statistics from Revenue Protection with their team
  • Liaises with the Revenue Protection team as appropriate
  • Assist in developing and maintaining effective teamwork within departments and offices of AEG worldwide
  • Continuously seek ways to improve personal, team and business performance
  • Ensure that you comply with all Health and Safety regulations and safe working practices as required by current legislation and the Company Health and Safety Policy
  • Ensure that all relevant information is communicated speedily and accurately in a way that ensures that the information is received and easily understood
  • Ensure that all materials and resources are effectively and efficiently utilised to minimise waste and reduce costs
  • Undertake any other relevant duties or reasonable request as requested by any member of the management team
  • Understand and support Equality & Diversity in the workplace



KEY SKILLS:

Essential

  • Ability to manage and motivate a diverse and transient team in order to deliver service excellence
  • Previous Customer facing management experience
  • Proven ability to motivate and engage a team, driving ticket sales and team spirit
  • Thrive in a very busy environment and maintain patience and empathy even when working under pressure
  • Be committed and flexible in your approach to work
  • Computer literate
  • Ability to respond quickly to an increase in service demand with a “hands on” approach
  • Have a proven ability to work effectively as part of a team and to establish good professional relationships with colleagues
  • A commitment to delivering the best



Desirable

  • Ability to speak different languages

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