Service Delivery Supervisor

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

Requirements 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
• 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