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Operations Manager
Operations Manager – London Cable Car & Cable Car Experience
First London Cableway (subsidiary of FirstGroup)
About First London Cableway
First London Cableway operates the London Cable Car (Docklight Cable Car) for Transport for London (TfL), connecting the Royal Docks with the Greenwich Peninsula. Opened in 2012, it is the UK’s first and only urban cable car, offering a unique cross-Thames travel experience with:
- Up to 2,500 passenger journeys per hour
- Engaging attractions like children’s activities, VR experiences, teddy-bear workshops, and historical displays
- A café and gift shop on the south side of the Thames
- Step-free, accessible access for all guests
- Private hire options and special events throughout the year
About the Role
Champion the operation of the London Cable Car and Cable Car Experience, leading team performance, safety, and commercial success while ensuring compliance with Transport for London (TfL) standards.
Key Responsibilities
- Oversee operational management of the London Cable Car and the enriching Cable Car Experience
- Lead and develop a team of ~55 colleagues, focusing on coaching, performance, diversity and professional development
- Audit and promote best-practice procedures aligned with FirstGroup, TfL, Safety, Health & Environment (SHE), quality, and technical standards
- Manage disciplinary, grievance, and absence cases fairly in line with company policies and ACAS guidelines
- Produce accurate operational reports for the General Manager and TfL, ensuring compliance and quality service delivery
- Pro-actively manage subcontracted security, ensuring KPI achievement
- Drive commercial performance through ticketing and merchandise sales, targeting KPI excellence
- Manage trade union relationships, ensuring constructive communication and contractual compliance
- Oversee budget management, ensuring cost control and value delivery
- Lead emergency response coordination (e.g., controlled disembarkation) and risk management to optimize profitability
- Maintain operational documentation, ensuring accuracy, compliance, and accessibility
- Oversee health and safety of guests and staff, including incident reporting and investigation
- Foster excellent customer service, leading service improvements across the team
- Generate external customer contact updates, supporting team compliance and customer engagement
- Manage training, competency assessments, and staff compliance with management frameworks
- Act as Incident Manager (rotating schedule: one week in every three), including 24/7 on-call support when assigned
- Support critical business needs as requested by senior leadership (e.g., catering, acquisitions, and side businesses)
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Requirements
Essential
✔ Minimum 3 years’ experience in a senior operational role within a:
- Visitor attraction
- Transport operation
- Highly customer-focused business
✔ Degree-level qualification/diploma or equivalent professional experience
✔ Proven track record of leading operational teams in a safety-critical or high-footfall environment
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✔ Strong understanding of:
- Operational procedures
- Risk management
- Incident response
✔ Experience managing employee relations & disciplinary cases (including investigations and fair, evidence-based decisions)
✔ Demonstrated ability to deliver exceptional customer service, commercial performance, and operational excellence
Desirable
✔ Experience working with high-profile clients or public-sector partners
✔ Health, Safety & Environmental qualification (e.g., IOSH Managing Safely or NEBOSH General Certificate)
✔ Experience managing staff training, competency assessments, or compliance frameworks
✔ Experience in the food & beverage industry with knowledge of safety, hygiene, and high-public tukka compliance
Location & Working Pattern
- Location: London Cable Car Station (North Greenwich)
- Hours: 37.5 hrs per week, Monday–Sunday rota (one weekend in every four)
- Incident Manager shift: One week in every three (including 24/7 on-call duties)
Benefits
💰 Competitive salary & generous holidays 🚇 Travel offers 🎁 Discounts & on-site bargains 🌿 Employee Share Plan 🏥 Health & wellbeing support (including Employee Assistance Programme) 💼 Pension scheme
Join FirstGroup and help redefine sustainable urban mobility!
("Your journey starts here!") 📩: Apply now to contact our recruiters or follow up online for opportunities. FirstGroup tops Wellbeing in Transport 2024. Join us to transport people the easy way.
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