Customer Service Assistant (Zero hour contract)

POSITION TITLE: Customer Service Assistant (Zero hour contract)

REPORTS TO: Customer Operations Supervisor

Uber Boat by Thames Clippers (UBTC) is an inclusive organisation where we respect and value everybody’s contribution. We empower and trust our people to do the right thing. We strive to be excellent in everything we do to be best in class and it is our people that help to make our business a great place to work.

OVERVIEW

A brilliant opportunity to join Uber Boat by Thames Clippers (UBTC) at a time of significant growth.

UBTC was founded in 1999, initially operating a one boat service from South East to Central London. Today UBTC has a fleet of 21 vessels, serves 24 piers and carries over 4.6 million passengers, providing a unique transport offering to London’s commuters and visitors, connecting them to their homes, places of work and river-side attractions, in an environment that is unmatched by any other form of London transport. UBTC operates the only commuter service on the Thames and occupies a distinct market position for tourist and visitor experiences by linking the majority of riverside attractions. This unique offering extends to private charters and UBTC’s portfolio will deliver sustained expansion both to the East and West London, with a target to grow to 9m annual passengers by 2030. The business is now also moving into light freight logistics which plans to relieve London’s congested road network within the next 3 years.

DUTIES AND RESPONSIBILITIES

• To ensure that all passengers have purchased the correct ticket type for their journey.
• Ensure that all ticket and money transactions are recorded accurately.
• To be cheerful and helpful in providing service and information.
• Maintain a high standard of customer care at all times.
• Organise and manage the customer queuing system at required piers and manage oyster touch in process.

BAU REQUIREMENTS

• Act as role model and champion of our company values, assisting the operation to integrate them into local processes and literature
• Work closely and develop relationships with our local suppliers, relevant industry bodies, universities, colleges and schools to support local employment options
• Assist in developing and maintaining effective teamwork across our diverse business
• 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
• Attend events to showcase Uber Boats by Thames Clippers as an employer of choice and build and manage talent pipeline of potential candidates
• Undertake any other relevant duties or reasonable requests as requested by a member of the senior management team

KEY SKILLS

• Previous experience in customer service role, ideally from a hospitality or tourism background
• A genuine desire and ability to work with the public in a front line, customer focused environment
• Ability to build rapport with customers and be approachable, knowledgeable and helpful
• Experience of handling with cash
• Have a proven ability to work effectively as part of a team and to establish good professional relationships with colleagues
• 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

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