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- Tasks: Lead a dynamic team to deliver exceptional customer experiences at our piers.
- Company: Join Uber Boat by Thames Clippers, a vibrant and innovative transport service.
- Benefits: Enjoy competitive pay, flexible hours, and opportunities for personal growth.
- Why this job: Make a real impact while working in a fun, fast-paced environment.
- Qualifications: Strong leadership skills and a passion for customer service.
- Other info: Be part of a supportive team culture that values your input and wellbeing.
The predicted salary is between 30000 - 40000 ÂŁ per year.
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
- 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
- Ability to manage and motivate a diverse and transient team in order to deliver service excellence
- 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
- 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
Service Delivery Supervisor employer: Uber Boat by Thames Clippers
Contact Detail:
Uber Boat by Thames Clippers Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Delivery Supervisor
✨Tip Number 1
Get to know the company culture before your interview. Check out their social media and website to see how they engage with customers and employees. This will help you tailor your answers and show that you're a great fit for their team.
✨Tip Number 2
Practice your communication skills! As a Service Delivery Supervisor, you'll need to motivate and engage your team. Try role-playing common scenarios with a friend to boost your confidence and refine your approach.
✨Tip Number 3
Be ready to share examples of how you've handled customer escalations or team challenges in the past. Use the STAR method (Situation, Task, Action, Result) to structure your responses and make them impactful.
✨Tip Number 4
Don't forget to follow up after your interview! A quick thank-you email can go a long way in showing your enthusiasm for the role. And remember, you can always apply through our website for more opportunities!
We think you need these skills to ace Service Delivery Supervisor
Some tips for your application 🫡
Show Your Personality: When writing your application, let your personality shine through! We want to see the real you, so don’t be afraid to inject a bit of your own style and flair into your writing. Remember, we’re all about that 'human, bright and bold' vibe!
Tailor Your Application: Make sure to tailor your application specifically for the Customer Operations Supervisor role. Highlight your experience in managing teams and delivering exceptional customer service. We love seeing how your skills align with what we’re looking for!
Be Clear and Concise: Keep your application clear and to the point. We appreciate straightforward communication, so avoid fluff and get straight to the good stuff. Make it easy for us to see why you’d be a great fit for our team!
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy – just follow the prompts and you’ll be on your way to joining our fantastic team!
How to prepare for a job interview at Uber Boat by Thames Clippers
✨Know the Company Inside Out
Before your interview, make sure you research Uber Boat by Thames Clippers thoroughly. Understand their values, mission, and what makes their customer experience stand out. This will help you tailor your answers and show that you're genuinely interested in the role.
✨Showcase Your Leadership Skills
As a Service Delivery Supervisor, you'll need to manage and motivate a diverse team. Prepare examples from your past experiences where you've successfully led a team, resolved conflicts, or improved performance. Highlight your ability to engage and inspire others.
✨Demonstrate Customer-Centric Thinking
Since the role focuses on delivering an exceptional customer experience, be ready to discuss how you would handle customer escalations or improve service standards. Think of specific scenarios where you prioritised customer satisfaction and how it benefited your team.
✨Ask Thoughtful Questions
At the end of the interview, don’t forget to ask insightful questions about the team dynamics, company culture, or future challenges. This shows your enthusiasm for the role and helps you gauge if it's the right fit for you.