Onboard Customer Service Assistant

Uber Boat by Thames Clippers; Greater London; On-site; GBP 21,000 - 32,000; Full time

Benefits offered by this job

Free travel on Uber Boats by Thames Cl

Pension options

Private medical insurance

EAP

Job summary

Uber Boat by Thames Clippers is seeking a customer-focused team member for onboard food and drink service. You will handle customer orders, serve beverages and meals, process payments via EPOS, and upsell items to enhance passenger experience.

You will maintain high cleanliness standards, manage stock, and follow safety procedures while working in a busy, rotating schedule on our river routes. A Level 2 Food Hygiene certificate and prior service experience are preferred.

Qualifications

• Front line, public-facing role requiring friendly, proactive service.
• Food hygiene certification required (Level 2).
• Experience in Customer / Food Service or Retail preferred, in busy environments.

Responsibilities

• Deliver food and drink to customers onboard, following brand standards.
• Process sales through EPOS and ensure accurate payments.
• Upsell add-ons to maximise sales and revenue.
• Maintain bar cleanliness and stock levels as per planogram.
• Assist in emergencies and participate in drills as required.
• Comply with food safety, licensing and health and safety requirements.

Skills

Customer service

Team player

Flexible

Patience under pressure

Education

Food hygiene Level 2

Job description

• The production and delivery of drinks / food in line with brand standards & recipes and in compliance with relevant food safety and alcohol licensing laws.
• To understand and follow the Bar and Till Training Procedures to ensure that all transactions are recorded accurately and to make all reasonable efforts to ensure that stock is not lost or stolen.
• To always provide a ‘world class’ standard of customer service, being proactive in offering customer information throughout the whole customer journey.
• Working alongside the rest of the on-board team to ensure that the cleaning programme is followed and that all vessels are kept to a high standard of cleanliness at all times during service.
• To assist the Master / Mate / DCSA in any emergency situations and take part in monthly drills to ensure preparedness for such events.
• To serve food and beverages to customers following prescribed methods of portioning, presentation, and combinations in line with our brand standards and answer questions about products.
• To follow food hygiene / safety procedures in line with health and safety requirements.
• To ensure sales of alcohol are completed responsibly and in line with licensing requirements.
• To greet and engage with all customers on board with a friendly welcome and explore their requirements for food and drink.
• To process all sales through the EPOS system and ensure payment is taken and recorded in full.
• To follow all relevant processing of transactions and be accountable for all transactions completed with customers.
• To maximize the profitability of your sales by offering suitable ‘add-ons’ (Upselling) which could enhance the customer’s enjoyment of their purchase. For example, a pastry with a coffee.
• To minimize losses by taking all reasonable steps to ensure stock is not lost, stolen or damaged.
• To restock goods in the bar as and when required and ensure appropriate displays of merchandise according to planogram.
• Report to line manager any feedback, complaints, suggestions, stock requirements, breakages, faults or hazards identified during the course of the work.
• To sell tickets to any passengers who at the discretion of the crew or pier staff have been allowed to board outside of our ‘Pay Before You Travel’ policy.
• To use the onboard resources to make announcements over the PA system to make customers aware of the onboard bar offering food and beverages and then answering any individual customer queries.

QUALIFICATIONS:

Have a genuine desire and ability to work with the public in a front line, customer-focused environment. Be committed to working to high standards and providing the highest level of visitor care. A team player with a flexible, positive, and committed attitude to work. Thrive in a very busy environment and maintain patience and empathy even when working under pressure. Food hygiene certificate – Level 2. Previous, relevant working experience within a Customer / Food Service or Retail environment.

Working Hours: This role operates on an 11-week rotation pattern doing 42 hours a week. Possible start times are 4.30am at the earliest and latest they can finish is 1.30am in the morning and can be an 8 - 11 hour shift a day.

BENEFITS:

We offer two pension scheme options:

• Salary Sacrifice Scheme: Scaled contributions with employer contributions up to 10% of gross salary
• Auto-Enrolment Scheme: Employee contribution of 5% with an employer contribution of 3%
• Free travel on all Uber Boats by Thames Clippers & employee ferry
• 25% off food and drinks on board or at Clipper Lounge, Embankment
• BUPA Cash Plan available from day one of employment
• Private Medical Insurance with BUPA Healthcare
• Employee Assistance Programme (EAP) providing confidential support
• Flexible working hours to support work–life balance