At a Glance
- Tasks: Lead the London Cable Car operation, ensuring safety and performance while managing a dynamic team.
- Company: First London Cableway, the UK's first urban cable car offering stunning Thames views.
- Benefits: Competitive pay, generous holidays, travel discounts, and health programmes.
- Other info: Inclusive employer encouraging diverse applications for a vibrant workplace.
- Why this job: Join a unique attraction and make a real impact on customer experiences.
- Qualifications: Three years in a senior role with strong leadership and operational skills.
The predicted salary is between 40000 - 50000 £ per year.
First London Cableway, a First Group subsidiary, operates the London Cable Car for Transport for London, connecting the Royal Docks with the Greenwich Peninsula.
The cable car opened in 2012 and is the first and only urban cable car in the UK, offering passengers unique views across the River Thames.
The operation also includes themed activities, a VR experience, a gift shop, and seasonal events.
Location
North Greenwich, London – on site at the cable car.
Working Pattern
37.5 hours per week on a five‑days‑out‑of‑seven rota with one weekend in every four.
The incumbent will also act as Incident Manager on a rotating schedule (one week in every three), providing 24/7 on‑call support during assigned weeks.
Responsibilities
- Lead the operation of the London Cable Car and the Cable Car Experience, ensuring safety, performance and commercial success.
- Manage and audit best practice procedures in line with First London Cableway and Tf L standards (SHE, quality, environmental, technical).
- Lead and develop a team of approximately 55 colleagues, coaching, managing performance and fostering an inclusive, high‑performing culture.
- Handle disciplinary, grievance and absence cases in accordance with company policies, ACAS Code of Practice and legal requirements.
- Produce accurate periodical reports for the General Manager and Tf L.
- Oversee the security subcontractor and manage all operational KPIs to meet or exceed client targets.
- Drive commercial performance across ticketing and merchandise sales through effective leadership.
- Maintain relationships with Trade Unions and ensure compliance with agreed processes.
- Own budget management across operational areas, ensuring cost control and value delivery.
- Support emergency situations, including controlled disembarkation procedures and contingency plans.
- Lead risk management activities to minimise operational risk and enhance profitability.
- Maintain operational documentation, ensuring accuracy, currency and compliance with required standards.
- Ensure health and safety for guests and colleagues, reporting and investigating incidents thoroughly.
- Drive service improvement initiatives to maintain excellent customer service.
- Contribute to operational meetings and support ongoing development of the Cable Car Experience.
- Oversee the external customer contact team and associated processes.
- Manage staff training, competency assessments and compliance with the competency framework.
- Act as Incident Manager on a rotational basis, providing 24/7 on‑call support and following established protocols.
- Carry out additional tasks as required by the General Manager or senior leadership team.
- Minimum Requirements
- Minimum three years’ experience in a senior role within a visitor attraction, transport operation or customer‑focused business.
- Degree level qualification or equivalent professional experience.
- Proven leadership of operational teams in safety‑critical or high‑footfall environments.
- Strong understanding of operational procedures, risk management and incident response.
- Experience managing employee relations cases (disciplinary, grievance, absence), including investigations and evidence‑based decisions.
- Demonstrable history of delivering high standards of customer service, commercial and operational performance.
Desirable Experience
- Working with or supporting a high‑profile client or public‑sector partner.
- Health, Safety & Environment qualification (e. g., IOSH Managing Safely or NEBOSH General Certificate).
- Experience managing staff training, competency assessments or compliance frameworks.
- Experience within the food and beverage industry and knowledge of good food hygiene.
Benefits
- Competitive Pay
- Generous Holidays
- Travel Offers and Discounts
- Health & Wellbeing programmes, including Employee Assistance Programme
- Pension Plans
- Employee Share Plans
First Group is an inclusive employer. We encourage applications from all qualified candidates regardless of age, disability, race, gender, religious or cultural identity.
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Operations Manager in Greenwich employer: First London Cableway Limited
First London Cableway is an exceptional employer, offering a unique opportunity to lead operations at the UK's only urban cable car while enjoying stunning views of the River Thames. With a strong focus on employee development, competitive pay, and generous holiday allowances, we foster a supportive and inclusive work culture that prioritises health and wellbeing. Join us in creating memorable experiences for our guests while advancing your career in a dynamic and rewarding environment.
Contact Details:
First London Cableway Limited Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Operations Manager in Greenwich
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