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.

Who are we?

 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

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.

Your main responsibilities will be:

• 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 the various suppliers across the site when the Facilities Manager (FM) is not available, ensuring that all contractors are issued and are following the permit to work system
• Issue daily service update reports ensuring all communication is checked and accurate when the AFM is not available
• Manage Guest Experience Team to ensure operational performance, ensuring that all team members follow the 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 (PLA) 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 in the event of any stoppage
• 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
• Complete 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.

As a minimum, you will need to have:

• Proven experience in events or venue management and customer service
• A 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 a 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.

About the location

London Cable Car, North Greenwich

Working pattern

This role is working 5 days out of 7, on a shift pattern. Shift patterns vary from 0600 – 0000.

We all belong at First London Cableway. FirstGroup's vision is to provide an inclusive environment for all colleagues, across its group of businesses, ensuring all candidates have an equal opportunity to access meaningful employment.

We value our differences such as age, gender, LGBTQIA+, ethnicity, religion, and disability. We maintain a zero tolerance towards any form of prejudice towards our colleagues, customers, and future talent.

We celebrate and encourage diversity of thought, progressive ways of working and seeing all our colleagues grow and thrive.

We review all roles and job descriptions to ensure they are accessible and, where possible, we support and provide flexible working options; we recommend that you refer to each vacancy description for further details.

If you require additional support to complete your application due to a disability or neurodivergent condition, for example, dyslexia, dyspraxia, or autism, please follow the links below.  We encourage you to share any additional needs you may require so we can provide a fair and equal process for all who apply.

https://exceptionalindividuals.com/neurodiversity/

https://www.healthassured.org/blog/neurodiversit

Your benefits

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