Guest Experience Manager

About Us

First London Cableway, a FirstGroup subsidiary, operates the London Cable Car for Transport for London which connects the Royal Docks with the Greenwich Peninsula. The cable car opened in 2012 as the first and only urban cable car in the UK, providing a unique way of travelling across the River Thames and an opportunity to experience incredible views. Our team helps up to 2,500 customers per hour to travel and offers an exciting experience that includes children's activities, historical displays, a VR experience, and teddy bear making workshops. There is also a café and gift shop on the south side of the Thames for customers to enjoy. Special events run throughout the year and the mezzanine level can be privately hired for the Cable Car Experience. The London Cable Car provides accessible step free access so that everyone wishing to travel can enjoy the experience.

About the Job

Ensure the safe operation of the London Cable Car and deliver 100% service availability. Make informed, timely and effective decisions on all aspects of the operation. Ensure consistent delivery of the required customer service standards, in line with the agreed Passenger Service Charter, across the entire Cable Car operation.

Responsibilities

• Manage the safety of all members of the public, staff and contractors.
• Proactively identify risks to health and safety across the site on a daily basis by identifying hazards and taking appropriate corrective action.
• Take ownership of guest service, challenging poor behaviours and celebrating legendary guest care.
• Manage queues by speeding up the system, sending empty cabins.
• Liaise with guests and staff to maintain high standards and respond to guest feedback effectively.
• Control the operational activities of various suppliers across the site when the Facilities Manager is not available, ensuring that contractors follow the permit to work system.
• Issue daily service update reports ensuring all communication is checked and accurate when the AFM is not available.
• Manage the Guest Experience Team to ensure operational performance, ensuring that all team members follow approved procedures and adhere to uniform standards.
• Manage all training documentation for direct reports and ensure all relevant information is up to date, including the Training Matrix and Competency Certificates as required.
• Manage communication with the Port of London Authority to ensure the appropriate action and procedures are followed for any ship movement in a timely manner.
• Manage all incidents in accordance with the FLC Emergency Response Plan.
• Complete 3 hour escalation reports in the event of any stoppage and draft 48 hour reports in conjunction with the on call Incident Manager.
• Collate and communicate daily briefings.
• Undertake weekly staff safety tours.
• Book agency staff on and off duty, completing timesheets.
• Ensure all guest complaints are dealt with efficiently and effectively.
• Complete daily pre operation checks.
• Perform cabin temperature checks frequently during warm weather.
• Carry out regular site patrols to check that colleagues are in the right place, at the right time, ensure signage is correctly displayed and queuing systems are in place, rectifying any potential hazards.
• Review daily sales reconciliation and safe count.
• Coordinate all special events, VIP visits and promotional activities as well as delivering the LCC vision.
• Line manage own team, including performance, development and support.

Qualifications

• Proven experience in events or venue management and customer service.
• Flexible and adaptable attitude regarding shift times and working hours to meet business needs.
• Good working knowledge of health and safety practices and/or a relevant health and safety qualification.
• Demonstrated ability to manage teams effectively.
• Experience in incident management, including dealing with emergency services.
• Strong presentation skills, with willingness to complete media training if not already done.
• Must be willing to undergo DBS vetting.
• Excellent written and verbal communication skills.
• Self sufficient and able to work independently.
• Experience in cash handling would be advantageous.
• Proficiency in administrative tasks and strong numerical skills.
• IT literate with proficiency in MS Office.

Location and Working Pattern

London Cable Car, North Greenwich. This role works 5 days out of 7 on a shift pattern. Shift patterns vary from 0600 to 0000.

Diversity and Inclusion

FirstGroup's vision is to provide an inclusive environment for all colleagues, ensuring equal opportunity to access meaningful employment. We value differences such as age, gender, LGBTQIA+, ethnicity, religion and disability, maintain zero tolerance towards prejudice, and encourage diversity of thought and progressive ways of working.

Benefits

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

Additional Support

To support applicants with a disability or neurodivergent condition, please refer to the following resources: