Operations Manager

First London Cableway, a FirstGroup subsidiary, operates the London Cable Car for Transport for London, connecting the Royal Docks with the Greenwich Peninsula. The cable car opened in 2012 and is the first and only urban cable car in the UK, offering passengers unique views across the River Thames. The operation also includes themed activities, a VR experience, a gift shop, and seasonal events.

Location

North Greenwich, London - on site at the cable car.

Working Pattern

37.5 hours per week on a five days out of seven rota with one weekend in every four. The incumbent will also act as Incident Manager on a rotating schedule (one week in every three), providing 24/7 on call support during assigned weeks.

Responsibilities

• Lead the operation of the London Cable Car and the Cable Car Experience, ensuring safety, performance and commercial success.
• Manage and audit best practice procedures in line with First London Cableway and TfL standards (SHE, quality, environmental, technical).
• Lead and develop a team of approximately 55 colleagues, coaching, managing performance and fostering an inclusive, high performing culture.
• Handle disciplinary, grievance and absence cases in accordance with company policies, ACAS Code of Practice and legal requirements.
• Produce accurate periodical reports for the General Manager and TfL.
• Oversee the security subcontractor and manage all operational KPIs to meet or exceed client targets.
• Drive commercial performance across ticketing and merchandise sales through effective leadership.
• Maintain relationships with Trade Unions and ensure compliance with agreed processes.
• Own budget management across operational areas, ensuring cost control and value delivery.
• Support emergency situations, including controlled disembarkation procedures and contingency plans.
• Lead risk management activities to minimise operational risk and enhance profitability.
• Maintain operational documentation, ensuring accuracy, currency and compliance with required standards.
• Ensure health and safety for guests and colleagues, reporting and investigating incidents thoroughly.
• Drive service improvement initiatives to maintain excellent customer service.
• Contribute to operational meetings and support ongoing development of the Cable Car Experience.
• Oversee the external customer contact team and associated processes.
• Manage staff training, competency assessments and compliance with the competency framework.
• Act as Incident Manager on a rotational basis, providing 24/7 on call support and following established protocols.
• Carry out additional tasks as required by the General Manager or senior leadership team.

Minimum Requirements

• Minimum three years' experience in a senior role within a visitor attraction, transport operation or customer focused business.
• Degree level qualification or equivalent professional experience.
• Proven leadership of operational teams in safety critical or high footfall environments.
• Strong understanding of operational procedures, risk management and incident response.
• Experience managing employee relations cases (disciplinary, grievance, absence), including investigations and evidence based decisions.
• Demonstrable history of delivering high standards of customer service, commercial and operational performance.

Desirable Experience

• Working with or supporting a high profile client or public sector partner.
• Health, Safety & Environment qualification (e.g., IOSH Managing Safely or NEBOSH General Certificate).
• Experience managing staff training, competency assessments or compliance frameworks.
• Experience within the food and beverage industry and knowledge of good food hygiene.

Benefits

• Competitive Pay
• Generous Holidays
• Travel Offers and Discounts
• Health & Wellbeing programmes, including Employee Assistance Programme
• Pension Plans
• Employee Share Plans

FirstGroup is an inclusive employer. We encourage applications from all qualified candidates regardless of age, disability, race, gender, religious or cultural identity.