Maritime Service & Experience Lead

Uber Boat by Thames Clippers; Greater London; On-site; GBP 32,000 - 40,000; Full time

Job summary

Uber Boat by Thames Clippers is seeking a Service Delivery Supervisor to lead Customer Service Assistants and onboard teams across its piers and vessels in Greater London. You will ensure a safe, seamless, high-quality customer experience while driving revenue protection and upsell opportunities on every touchpoint.

Through coaching, real-time decision-making, and visible leadership, you will engage teams, monitor performance, and uphold accessibility standards as part of day-to-day operations.

Qualifications

• Minimum supervisory or team-leader experience in customer-facing settings.
• Strong interpersonal and communication skills with ability to motivate frontline teams.
• Proven coaching and development abilities to improve performance.
• Good understanding of customer service delivery and standards.
• Ability to stay calm in fast-paced environments.
• Flexibility with hours and locations.
• Experience in transport, maritime, or multi-site operations.
• Knowledge of accessibility standards and inclusive service delivery.

Responsibilities

• Hosts daily team briefs to inform, delight, and engage their teams.
• Ensures piers and team members meet expected standards and leads by example.
• Provides and maintains equipment for the team.
• Walks each pier, viewing operations from the customers' perspective.
• Liaises with Marketing and Safety to keep signage up to standard.
• Manages time effectively and travels to support teams on their island.
• Conducts regular coaching and performance conversations with staff.
• Listens to team, motivates, and drives high standards across piers.
• Investigates concerns per policy, involving HR when needed.
• Supports wellbeing and coordinates with HR/DM teams.
• Fosters a positive culture through team engagement and support.
• Ensures right people are in the right place and covers absences.
• Handles escalations and makes key customer decisions.

Skills

Supervisory experience

Interpersonal skills

Coaching & development

Customer service delivery

Calm under pressure

Organisational skills

Flexible hours

Transport/maritime experience

Accessibility standards awareness

Job description

Uber Boat by Thames Clippers is seeking a Service Delivery Supervisor to lead Customer Service Assistants and onboard teams across its piers and vessels in Greater London. You will ensure a safe, seamless, high-quality customer experience while driving revenue protection and upsell opportunities on every touchpoint.

Through coaching, real-time decision-making, and visible leadership, you will engage teams, monitor performance, and uphold accessibility standards as part of day-to-day operations.