At a Glance
- Tasks: Lead a team to deliver top-notch customer service on Uber Boat's piers and vessels.
- Company: Join the dynamic Uber Boat by Thames Clippers team in London.
- Benefits: Enjoy competitive pay, flexible hours, and opportunities for growth.
- Other info: Be part of a vibrant team culture focused on engagement and support.
- Why this job: Make a real difference in customer experiences while developing your leadership skills.
- Qualifications: Previous supervisory experience in customer service or hospitality is essential.
The predicted salary is between 29700 - 36300 £ 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
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
Service Delivery Supervisor employer: Uber Boats by Thames Clippers
At Uber Boat by Thames Clippers, we pride ourselves on being an exceptional employer that fosters a dynamic and inclusive work culture in the heart of London. Our Procurement Manager role offers not only competitive benefits and opportunities for professional growth but also the chance to contribute to our sustainability agenda while collaborating with diverse stakeholders. Join us to be part of a team that values innovation, teamwork, and continuous improvement in a fast-paced environment.
Contact Details:
Uber Boats by Thames Clippers Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Service Delivery Supervisor
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Uber Boats 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 Boats 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!
We think you need these skills to ace Service Delivery Supervisor
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 Boats by Thames Clippers:Your cover letter is your chance to shine! Tell us why you want to work at Uber Boats 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 Boats by Thames Clippers!
How to prepare for a job interview at Uber Boats 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.
