First Rail
Assistant Operations Manager
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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 the opportunity to experience incredible views. Our team of colleagues not only help up to 2,500 customers per hour to travel but also offer an exciting experience to include children's activities, historical displays, a VR experience, and teddy-bear making workshops. In addition, there is a café and gift shop based on the south side of the Thames for our customers to enjoy. With special events ran throughout the year, and the option to private hire the mezzanine level of the Cable Car Experience, the London Cable Car provides an exciting experience for all. The London Cable Car provides accessible step-free access, to ensure the exciting experience can be enjoyed by all wishing to travel.
About the Job
Champion the operation of London Cable Car and the Cable Car Experience. Lead the management of all operations colleagues, ensuring their safety, performance, and contribution to strong commercial performance. Produce all required operational and performance reports for presentation to the Client, and oversee the operational elements of the contract to ensure full compliance and high-quality service delivery.
Your Main Responsibilities will be:
- Line management of a team of Guest Experience Managers and Supervisors, supporting their development and progression, working alongside other people operations managers to ensure consistency across all teams.
- Ensure operational best practice is in place by completing Guest Experience Manager/Supervisor Observation Forms and giving feedback and having 121 meetings on a regular basis.
- Take ownership of operational teams scheduling and holiday management to ensure appropriate staffing levels that fall within budget.
- Lead the induction and onboarding of new team members, ensuring a smooth transition into the business.
- Manage the compliance of all existing team members training.
- Ensure accurate reporting of on-site incidents to Client and for internal purposes.
- Work closely with the Facilities Manager to ensure communications are accurately passed to and from the operational team with updates.
- Support the preparation and delivery of seasonal events through working with the front of house teams to ensure all operational areas are in place and ready for operation. Continual monitoring of this through special events.
- Manage Safety Tours operation.
- Ongoing reviewing and updating of key documents.
- Manage the stationery stock inventory and access control process.
- When required, deputise for other Managers such as Operations Manager and Ticketing and Retail Manager.
- Support the customer service team with guest complaints or enquiries.
- Undertake any other reasonable duties or responsibilities as required by members of the Leadership Team.
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As a minimum you will need to have:
- Strong numerical and reporting skills.
- Ability to use IT systems including Microsoft Word and Excel confidently.
- Ability to multitask.
- Ability to confidently convey data and detailed information to a wide audience.
- Events Management Experience.
- Experience within a visitor attraction or comparable operation.
- Experience Managing or leading team.
- IOSH Qualification (and if not willingness to complete the qualification is essential).
- Personal Alcohol License Holder (and if not willingness to obtain is essential).
- Level 2 Food Safety (and if not willingness to obtain is essential).
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Location
London Cable Car, North Greenwich. Occasional travel to other UK locations or events may be required to support business needs.
Working Pattern
Standard working hours are Monday to Friday, 09:00–17:00, with a requirement to work every third weekend on a rotational basis. Rest days will be provided during the week where applicable. Flexibility is required, as occasional shifts may be scheduled between 07:00 and 00:00 to meet operational needs.
Your Benefits
- Competitive Pay & Generous Holidays.
- Travel Offers Discounts & Offers.
- Health & Wellbeing.
- Employee Assistance Programme.
- Pension Plans.
- Employee Share Plans.
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FirstGroup
FirstGroup is a leading private sector provider of public transport. We provide easy and convenient mobility, improving quality of life by connecting people and communities. Our services are a vital part of society – transporting customers for business, education, health, social and leisure purposes. We create solutions that reduce complexity, making travel smoother and life easier, and work hard to reduce our impact on the environment, introducing cleaner and more responsible methods of transport. Our businesses are at the heart of our communities, and the essential services we provide are critical to delivering wider economic, social, and environmental goals.
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