At a Glance
- Tasks: Deliver exceptional customer service and assist guests at various piers.
- Company: Hornblower Group, a global leader in transportation and experiences.
- Benefits: Seasonal role with opportunities for growth and experience in hospitality.
- Other info: Flexible shifts available, perfect for students looking to gain valuable experience.
- Why this job: Join a dynamic team and create memorable experiences for visitors in London.
- Qualifications: Customer service experience and strong communication skills required.
The predicted salary is between 22000 - 26000 £ per year.
Hornblower Group is a global leader in experience and transportation, offering water and land based experiences and ferry services across more than 10 countries and 50 U.
S. cities.
Location & Duration
This is a seasonal position until the end of September.
You may be assigned to any of the following
Piers: Tower Millennium Pier, Westminster Millennium Pier, London Eye Waterloo Pier, Greenwich Pier.
Position Summary
Operating as the first point of contact for our visitors, the Guest Experience Assistant - Pier Crew supports us in our mission to create amazing experiences for our guests by delivering professional, polite and proactive service at the ticket offices and across the Piers.
As a member of the Pier Crew, you will rotate between working as a sales agent in our ticket office, managing passenger flow and assisting guests with boarding and disembarking our vessels.
- Customer Service
- Provide exceptional hospitality to guests and coworkers as prescribed in our RESPECT service system
- Ensure the highest level of customer care is shown at all times to maintain a clean, comfortable and safe environment for all passengers
- Process pre‑booked Voucher and Trade customers accurately and efficiently at the ticket office
- Deliver clear and effective communication to customers regarding service delays or cancellations
- Troubleshoot discrepancies with customers' tickets/boarding information
- Respond to customer queries using knowledge of London, its attractions and City Cruises products
- Safety
- Adhere to all Health and Safety requirements in accordance with the company’s Safety Management System (SMS)
- Participate in routine safety drills to prepare for major incidents
- Maintain the cleanliness and safety of all common areas
- Manage visitor flow, especially when large groups of passengers are on board
- Work as part of the Pier team to ensure daily revenue targets are met by selling a variety of tickets for local Sightseeing, Attractions and Dining products
- Actively promote local and global products and services
- Strive to meet daily targets through a proactive and planned approach, promoting onboard/ticket promotions as appropriate
- Account for all cash handling and credit card payments accurately and in accordance with company policy and procedures
- Additional Duties
- Complete all pre‑departure forms and checklists
- Complete all daily forms and logs
- Support delivery of Special Events
- Be prepared to begin work at scheduled time
- Maintain uniform and personal grooming in compliance with appearance standards
- Additional duties as may reasonably be required
- Be an Ambassador for our RESPECT Service System
- Previous experience in a guest services/customer‑facing role within the visitor attraction/hospitality industry
- Previous experience of providing an “At Seat” service with a willingness to proactively approach guests
- Customer Service oriented – actively looks for ways to promote our business and enhance the guests' experience
- Ability to work effectively as part of a collaborative team to achieve on‑board sales/revenue targets
- Excellent communicator with the ability to effectively understand and convey written and verbal information to guests and coworkers
- Demonstrable experience in upselling and cross‑selling multiple products and services
- Flexible “can do” approach with the ability to stay calm and work well under pressure
- Intermediate level Maths and English language skills (minimum A C at GCSE level or equivalent)
- Available to work shift patterns covering Monday to Sunday and inclusive of public/bank holiday and some evenings to assist with special events
- Able to work for extended periods of time without sitting
Desirable but Not Essential
- Experience with POS systems, apps and software highly desirable
- Ability to speak a second language
- Relevant industry/customer service related qualifications
- Knowledge of Health & Safety procedures and/or first aid qualified
- RESPECT Values
- Respect – value, appreciate and respect each other; foster diversity and inclusivity
- Environment – respect our planet; conserve, protect, and educate; practice environmental stewardship
- Safety – think and work safely; follow safety standards and instructions; create a safe and secure workplace
- Professionalism – conduct ourselves professionally; take responsibility for actions; own the problem until solved
- Exceed – continuously improve; exceed standards and expectations
- Communication – be open and honest; choose a respectful approach; share information effectively
- Teamwork – exist to serve others; anticipate the needs of others; practice enthusiastic friendliness
As an equal opportunities employer, we are committed to the equal treatment of all current and prospective employees and do not condone discrimination on the basis of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership.
We aspire to create a diverse and inclusive environment.
Candidates for employment or promotion will be assessed objectively against the requirements for the position.
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StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Assistant - Pier Crew in London
✨Hit the Ground Running with Seasonal Hiring!
Many customer support roles, especially seasonal ones, ramp up around holidays or special events. Keep an eye out for hiring fairs or open days in your area. Local businesses often need a boost during peak times, so don’t hesitate to drop in and chat directly with the team at places like Job Search Place Limited.
✨Join Customer Support Communities
Dive into online communities focused on customer support, like forums or social media groups. This is a fantastic way to connect with others in the field, learn about unadvertised roles, and share experiences. Plus, you never know when a connection might lead to an opportunity at places like Job Search Place Limited.
✨Show Off Your Skills!
Since you're targeting a seasonal role, create a quick online portfolio showcasing your customer support skills. Whether it’s resolving customer queries, handling difficult conversations, or just general customer engagement – put it all out there! Make sure to share the link when you apply to Job Search Place Limited.
✨Be Prepared for the Busy Season
You know seasonal work can get intense, so brush up on common customer queries and best practices before interviews. When you’re prepared to talk about handling high-stress situations, it shows you’re ready to step in during the crunch periods. This is likely to impress the team at Job Search Place Limited!
We think you need these skills to ace Customer Service Assistant - Pier Crew in London
Some tips for your application 🫡
Show Off Your Customer Support Skills:In your CV, make sure to highlight any previous experience you've had in customer support or related fields. This could include resolving customer issues, handling complaints, or even just being a go-to person for friends and family. Use specific examples that demonstrate your capability to help others effectively—the more relatable, the better!
Tailor Your Cover Letter with Enthusiasm:For a seasonal role at Job Search Place Limited, we want to see your excitement for both the job and the company. Use your cover letter to express why you're interested in customer support specifically and how you're eager to help customers during peak times. Mention any relevant skills or experiences that make you a perfect fit!
Flexibility is Key:Seasonal positions often require adaptability, so emphasise your willingness to work varying shifts or tackle new challenges. Let us know about your flexibility in your cover letter, as it shows you're ready to jump into action when needed and helps us understand your availability throughout the season.
Emphasise Soft Skills and Teamwork:In customer support, your soft skills are just as crucial as your experience. Highlight qualities like patience, empathy, and communication in your CV and cover letter. If you have examples of working in a team to solve problems or improve processes, shout about them—they'll show us how you can contribute to a great atmosphere at Job Search Place Limited!
How to prepare for a job interview at Job Search Place Limited
✨Showcase Your Customer Empathy
In customer support, empathy is key! Come prepared with examples from past experiences where you handled customer issues. Think of specific situations where you turned a frustrated customer into a satisfied one, because those real-life stories will show Job Search Place Limited that you've got the right attitude for their team.
✨Know the Tools of the Trade
Familiarise yourself with popular customer support tools like Zendesk or Freshdesk. If you've used any chat or ticketing systems before, be ready to discuss how you navigated them and any challenges you overcame. This will demonstrate that you're not just a people person but also tech-savvy, which is super important in this field.
✨Prepare for Role-Playing Scenarios
Expect some role-playing during your interview where you'll be asked to deal with a hypothetical customer scenario. Practise handling common issues, such as a complaint about a product or service delay. This will give you a chance to display your problem-solving skills and how you maintain professionalism under pressure.
✨Highlight Your Flexibility and Enthusiasm
As this is a seasonal position, let your passion shine! Talk about your willingness to dive into the role, your adaptability to busy periods, and how you thrive in high-pressure environments. Share why you're excited to join Job Search Place Limited during this peak time and how you can be an asset to their team.
