First Rail
Guest Experience Manager
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About First London Cableway
First London Cableway, a FirstGroup subsidiary, operates the London Cable Car for Transport for London—connecting the Royal Docks with the Greenwich Peninsula.
Opened in 2012, the cable car is the first and only urban cable car in the UK, offering a unique Thames crossing and stunning views over London. Beyond transport, the experience includes:
- Children’s activities and workshops
- Gift shop and on-site café (Greenwich side)
- Historical displays
- Virtual Reality (VR) experiences
- Teddy-bear making workshops
- Private hire options for special occasions
- Inclusive design, ensuring accessible step-free travel
The cable car hosts annual events and provides a one-of-a-kind entertainment hub with excellent accessibility.
About the Role: Cable Car Operations Manager
You will ensure the safe, reliable, and customer-focused operation of the London Cable Car, adhering to Transport for London’s service standards.
Key Responsibilities
✅ Safety & Risk Management
- Oversee the safety of all guests, staff, and contractors
- Daily hazard assessments and corrective actions
- Ensure emergency protocols align with the FLC Emergency Response Plan
✅ Customer Service Leadership
- Lead guest experience, addressing poor behaviours and promoting exceptional customer care
- Manage queues efficiently, dispatching empty cabins to speed up journey times
- Empathise with guest feedback and drive continuous improvements
✅ Operational Control
- Manage planned maintenance gaps, controlling contractors when the Facilities Manager is unavailable
- Develop and report daily service updates (ensuring accuracy across teams)
- Monitor supplier performance (contract compliance, permit to work systems)
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✅ Staff Oversight & Training
- Supervise the Guest Experience Team, ensuring adherence to procedures and uniform standards
- Update training documentation (Training Matrix, Competency Certificates)
- Conduct staff safety tours weekly to maintain operational compliance
✅ Incident Management & Legal Compliance
- Manage all incidents and escalations (Escalation Reporting, 48-Hour reports)
- Coordinate with the Port of London Authority (PLA) on ship movement protocols
- Complete 3-hour stoppage reports (collaborating with on-call Incident Manager)
✅ Key Stakeholder Coordination
- Organise daily briefings, special events, VIP visits, and promotions
- Lead line management, including performance reviews and career development discussions
✅ Administrative Duties
- Manage rosters, book agency staff, and submit timesheets
- Handle complaints resolution, ensuring prompt and effective responses
- Perform day start checks (pre-operation safety assessments)
- Conduct cabin temperature monitoring (year-round safety**
- Complete site security patrols and check signage/queuing systems
- Review daily sales data and annual audits (Safe Count Reconciliation)
Requirements
To apply, the minimum experience should include:
🔹 Proven experience in event/venue management or high-volume customer service roles 🔹 Health & safety knowledge (or a recognised qualification) 🔹 Incident management experience, including liaison with emergency responders 🔹 Strong team leadership skills (performance coaching, conflict resolution) 🔹 Excellent verbal/written communication (prepare for media training if needed) 🔹 Cash handling experience (preferred but not mandatory) 🔹 Proficiency in MS Office and administrative processes 🔹 Willingness to undergo DBS vetting
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Philosophy: We need an adaptable self-starter capable of working independently across flexible shift patterns, with a focus on customer-first mentality.
Location & Work Pattern
📍 Base: North Greenwich (London Cable Car station) 📆 Shift pattern: 5-day, rotating shifts (typically 06:00–00:00)
Why FirstGroup?
Prepare for a role that embraces diversity and inclusion, offering a supportive work environment for all identities. Holistic benefits include:
Competitive Benefits Package
💵 Competitive salary 📅 Generous holiday pay 🚆 Holiday travel subsidies 💎 Staff discounts & partnerships 🏥 Employee Assistance Programme (EAP) + health and wellbeing support 💰 Pension plans & Share Savings Scheme 📋 Flexible working initiatives
FirstGroup is committed to redefining public transport, promoting sustainable practices that benefit communities.
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