- The production and delivery of drinks / food in line with brand standards & recipes and in compliance with relevant food safety and alcohol licensing laws.
- To understand and follow the Bar and Till Training Procedures to ensure that all transactions are recorded accurately and to make all reasonable efforts to ensure that stock is not lost or stolen.
- To always provide a ‘world class’ standard of customer service, being proactive in offering customer information throughout the whole customer journey.
- Working alongside the rest of the on-board team to ensure that the cleaning programme is followed and that all vessels are kept to a high standard of cleanliness at all times during service.
- To assist the Master / Mate / DCSA in any emergency situations and take part in monthly drills to ensure preparedness for such events.
- To serve food and beverages to customers following prescribed methods of portioning, presentation, and combinations in line with our brand standards and answer questions about products.
- To follow food hygiene / safety procedures in line with health and safety requirements.
- To ensure sales of alcohol are completed responsibly and in line with licensing requirements.
- To greet and engage with all customers on board with a friendly welcome and explore their requirements for food and drink.
- To process all sales through the EPOS system and ensure payment is taken and recorded in full.
- To follow all relevant processing of transactions and be accountable for all transactions completed with customers.
- To maximize the profitability of your sales by offering suitable ‘add-ons’ (Upselling) which could enhance the customer’s enjoyment of their purchase. For example, a pastry with a coffee.
- To minimize losses by taking all reasonable steps to ensure stock is not lost, stolen or damaged.
- To restock goods in the bar as and when required and ensure appropriate displays of merchandise according to planogram.
- Report to line manager any feedback, complaints, suggestions, stock requirements, breakages, faults or hazards identified during the course of the work.
- To sell tickets to any passengers who at the discretion of the crew or pier staff have been allowed to board outside of our ‘Pay Before You Travel’ policy.
- To use the onboard resources to make announcements over the PA system to make customers aware of the onboard bar offering food and beverages and then answering any individual customer queries.
QUALIFICATIONS:
Have a genuine desire and ability to work with the public in a front line, customer-focused environment. Be committed to working to high standards and providing the highest level of visitor care. A team player with a flexible, positive, and committed attitude to work. Thrive in a very busy environment and maintain patience and empathy even when working under pressure. Food hygiene certificate – Level 2. Previous, relevant working experience within a Customer / Food Service or Retail environment.
Working Hours: This role operates on an 11-week rotation pattern doing 42 hours a week. Possible start times are 4.30am at the earliest and latest they can finish is 1.30am in the morning and can be an 8 - 11 hour shift a day.
BENEFITS:
We offer two pension scheme options:
- Salary Sacrifice Scheme: Scaled contributions with employer contributions up to 10% of gross salary
- Auto-Enrolment Scheme: Employee contribution of 5% with an employer contribution of 3%
- Free travel on all Uber Boats by Thames Clippers & employee ferry
- 25% off food and drinks on board or at Clipper Lounge, Embankment
- BUPA Cash Plan available from day one of employment
- Private Medical Insurance with BUPA Healthcare
- Employee Assistance Programme (EAP) providing confidential support
- Flexible working hours to support work–life balance
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Onboard Customer Service Assistant employer: Uber Boat by Thames Clippers
At Uber Boat by Thames Clippers, we pride ourselves on being an exceptional employer, offering a dynamic work environment at our vibrant Trinity Buoy Wharf location. Our team enjoys a culture of collaboration and innovation, with ample opportunities for professional growth and development in the marine engineering field. We prioritise employee well-being and safety, ensuring that our engineers are equipped with the resources they need to thrive while contributing to the maintenance and advancement of our fleet.
Contact Details:
Uber Boat by Thames Clippers Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Onboard Customer Service Assistant
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Uber Boat by Thames Clippers. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Uber Boat by Thames Clippers before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Uber Boat by Thames Clippers:Your cover letter is your chance to shine! Tell us why you want to work at Uber Boat by Thames Clippers specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Uber Boat by Thames Clippers!
How to prepare for a job interview at Uber Boat by Thames Clippers
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
