At a Glance
- Tasks: Lead a team to deliver top-notch customer service on Uber Boat by Thames Clippers.
- Company: Join a dynamic team focused on exceptional customer experiences.
- Benefits: Flexible hours, competitive pay, and opportunities for personal growth.
- Other info: A vibrant work environment with plenty of opportunities for career advancement.
- Why this job: Make a real difference in customer satisfaction while developing your leadership skills.
- Qualifications: Experience in customer service or supervisory roles is essential.
The predicted salary is between 30000 - 40000 £ per year.
The Service Delivery Supervisor is a frontline leadership role responsible for delivering exceptional customer service standards across Uber Boat by Thames Clippers’ piers and vessels.
Leading and supporting Customer Service Assistants (CSA), Deck Customer Service Assistants (DCSA), and Onboard Customer Service Assistants (OCSA), the role ensures a safe, seamless and high-quality customer experience at every touchpoint. A key focus of the role is to actively drive operational performance by maximising upselling opportunities and encouraging both new and repeat customers.
The Service Delivery Supervisor plays a critical role in day-to-day operational performance, customer satisfaction, accessibility standards, and onboard revenue generation.
Through visible leadership, coaching and real-time decision-making, the role ensures service standards are consistently met, teams are engaged, and every opportunity to enhance customer experience and operational performance is fully realised.
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
MAIN ACTIVITIES, DUTIES & RESPONSIBILITIES:
- 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
Qualifications & Experience - Essential
- Experience in a supervisory or team leader role within customer service, hospitality, transport or retail environments
- Strong interpersonal and communication skills with the ability to motivate and influence frontline teams
- Demonstrated ability to coach and develop team members to improve performance
- Strong understanding of customer service delivery and operational standards
- Ability to remain calm and effective in a fast-paced, high-pressure environment
- Good organisational and problem-solving skills
- Flexible approach to working hours and locations
Desirable
- Experience in transport, maritime or multi-site operations
- Understanding of customer feedback tools (e.g. NPS, Mystery Shops)
- Awareness of accessibility standards and inclusive service delivery
- First Aid or safety-related training
Service Delivery Supervisor in London employer: Uber Boat
At Uber Boat by Thames Clippers, we pride ourselves on fostering an inclusive and empowering work environment where every team member's contribution is valued. Our commitment to excellence not only enhances our service but also creates a vibrant culture that supports employee growth and development, making it an exciting time to join us as we expand our unique transport offerings across London.
StudySmarter Expert Advice🤫
We think this is how you could land Service Delivery Supervisor in London
✨Get a Taste of the Scene
Try visiting local eateries and asking if they have any full-time positions available. Many hospitality jobs aren’t advertised online, so popping in for a chat can give you an edge and show your enthusiasm!
✨Network at Food Festivals
Food festivals and culinary events are buzzing with industry connections. Attend these to meet restaurateurs and other food service pros; you never know who might be looking for their next star employee!
✨Show Off Your Skills
Create a short video showcasing your cooking or customer service flair. Post it on social media or even send it directly to places you want to work at, like Uber Boat. It’s a fun way to stand out and demonstrate what you bring to the table!
✨Reach Out Directly to Uber Boat
Don't be shy about reaching out to Uber Boat directly through their website. Express your interest in available roles and attach your CV, showing your genuine eagerness to be part of their team. Personal touches can go a long way!
We think you need these skills to ace Service Delivery Supervisor in London
Some tips for your application 🫡
Show Off Your Service Experience:In the hospitality-food-service world, your experience is key! Make sure to highlight any previous roles you've had in restaurants, cafes, or catering. We want to see your customer service skills shine, so include specific examples where you went above and beyond for clients.
Certificates Matter:If you’ve got any relevant certifications, like food safety or bartender training, flaunt them! They can really set you apart from the crowd and show us your dedication to the industry. Just make sure to mention them clearly in your CV or cover letter!
Craft a Genuine Cover Letter:Take the time to write a personal cover letter that reflects your passion for hospitality. Share why you’re excited about Uber Boat and how your skills can contribute to our team's success. We're after that genuine connection!
Highlight Your Team Spirit:In full-time roles, teamwork is everything! Emphasise your ability to work collaboratively in busy environments. Mention any experiences where you’ve effectively collaborated with colleagues or managed conflicts — it's just as important as your technical skills!
How to prepare for a job interview at Uber Boat
✨Show Your People Skills
In hospitality, customer service is everything! Be ready to showcase examples of how you've engaged with customers positively. Maybe you turned a tough situation around or went that extra mile for a guest—let’s hear those stories!
✨Know Your Menu Inside Out
Expect some technical questions about food and drink, especially if you're applying for a kitchen or service role. Brush up on the menu items, including ingredients and any potential allergens. If you’ve got any favourite dishes or cocktails, have a little something prepared to discuss, too!
✨Demonstrate Your Team Spirit
Hospitality thrives on teamwork, so think of examples where you've worked well with others in a fast-paced environment. Be prepared to discuss what makes a great team member and how you contribute to a positive working vibe. They’re looking for that 'good fit!'
✨Get Ready for a Practical Test
In full-time food service roles, don’t be surprised if they want to see your skills in action. Whether it's serving a table or prepping a dish, be mentally prepared for a practical test during the interview. Practice makes perfect—a little dry run with friends could give you the edge!
