Customer Service Assistant - Pier Crew
POSTION ASSIGNMENT
Please note this is a seasonal position until the end of September working on our Piers. You could at any time be working on any of our Pier locations, which include:
Tower Millennium Pier, Westminster Millennium Pier, London Eye Waterloo Pierand Greenwich Pier. Please bear this in mind when applying.
POSTION SUMMARY
Operating as the first point of contact for our visitors, the Guest Experience Assistant – Pier Crew supports us in our mission to create amazing experiences for our guests by delivering a professional, polite and proactive service at the Ticket offices and across the Piers. As a member of the Pier Crew, you will rotate between working as a sales agent in our ticket office, managing passenger flow and assisting guests with boarding and disembarking of our vessels.
Customer Service
Provide exceptional hospitality to guests and coworkers as prescribed in our RESPECT service system
Ensure that the highest level of customer care is shown at all times to ensure a clean, comfortable and safe environment for all our passengers
Process pre booked Voucher and Trade customers accurately and efficiently at the ticket office ▪ Deliver clear and effective Communication to customers in regards to service delays or cancellations.
Troubleshoot discrepancies with customers’ tickets / boarding information
Responding to customer queries using your knowledge of London, its attractions and City Cruises products
Safety
Adhere to all Health and Safety requirements in accordance with the company’s Safety Management System (SMS), ensuring the safety of passengers is protected at all times
Participate in routine safety drills to prepare for major incidents
Maintain the cleanliness and safety of all common areas
Manage visitor flow, especially when large groups of passengers are on-board the vessel
Sales
Work as part of the Pier team to ensure that Daily Revenue Targets are met by selling a variety of tickets for our local Sightseeing, Attractions and Dining products
Actively promote our local and global products and services
Strive to meet daily targets through a proactive and planned approach, actively promoting on-board/ticket promotions as appropriate
To account for all cash handling and credit card payments accurately and in accordance with company policy and procedures
Administrative/Other
Completion of all pre-departure forms and checklists
Full completion of all daily forms and logs
Support with the delivery of Special Events
Be prepared to begin work at scheduled time
Maintain uniform and personal grooming in compliance with appearance standards ▪ Additional duties as may reasonably be required
Be an Ambassador for our RESPECT Service System
Previous experience in a guest services/customer facing role within the visitor attraction/hospitality industry
Previous experience of providing an “At Seat” service with a willingness to proactively approach guests
Customer Service orientated – Actively looks for ways to promote our business and enhance the guests’ experience
Ability to work effectively as part of a collaborative team to achieve on-board sales/revenue targets
Excellent communicator with the ability to effectively understand and convey written and verbal information to guests and coworkers
Demonstrable experience in upselling and cross-selling multiple products and services
Flexible “can do” approach with the ability to stay calm and work well under pressure
Intermediate level Maths and English language skills (minimum A-C at GCSE level or equivalent)
Available to work shift patterns covering Monday to Sunday and inclusive of public/bank holiday and some evenings to assist with special events
Able to work for extended periods of time without sitting
Desirable though non-essential
Experience with POS systems, apps and software highly desirable
Ability to speak a second language
Relevant industry/customer service related qualifications
Knowledge of Health & Safety procedures and/or first aid qualified