Job Description

POSITION TITLE: Receptions and Customer Communications Assistant
REPORTS TO: Customer Communications Manager
[Employer hidden — sign up to reveal] (UBTC) is an inclusive organisation where we respect and value everybody’s contribution. We empower and trust our people to do the right thing. We strive to be excellent in everything we do to be best in class and it is our people that help to make our business a great place to work.

Overview

A brilliant opportunity to join [Employer hidden — sign up to reveal] (UBTC) at a time of significant growth. UBTC was founded in 1999, initially operating a one boat service from South East to Central London. Today UBTC has a fleet of 21 vessels, serves 24 piers and carries over 4.6 million passengers, providing a unique transport offering to London’s commuters and visitors. UBTC operates the only commuter service on the Thames and occupies a distinct market position for tourist and visitor experiences. The business is now also moving into light freight logistics.

Duties and Responsibilities

Primary role – Receptionist

• Representative for visitors: Manage reception 5 days a week, Monday – Sunday. Meet and greet visitors at Clipper House.
• Answering Inbound Calls: Answer incoming calls knowledgeably, handling general inquiries.
• Managing Postal Logistics: Handle inbound and outgoing post, coordinate courier services.
• Providing Administrative Support: Offer accurate administrative support to various departments.
• Office Supplies and Petty Cash: Manage office supplies and petty cash facility.
• Updating Databases: Maintain and update administrative databases.
• Assisting Business Manager and CEO’s EA: Assist with tasks like raising purchase orders, compiling meeting agendas.
• Health and Safety Compliance: Ensure compliance with health and safety regulations.
• Office Security: Manage office security, including key fobs.
• Parking Coordination: Coordinate staff and visitor parking.
• Resource Efficiency: Ensure efficient use of materials.
• Commitment to Equality & Diversity: Promote an inclusive environment.

Secondary Role – Customer Communications

• Responding to Customer Feedback and Complaints: Address customer feedback promptly via email, CX software, social media, or live chat.
• Communicating Delays and Service Changes: Utilise Twitter and Live Departure Screens to communicate delays.
• Communicating Event and Special Service Numbers: Provide information about event numbers.
• Supporting Social Media Strategy: Respond to queries on Twitter, Facebook, Instagram, Trust Pilot, TripAdvisor.

Key Skills

Essential

• Excellent Communication Skills
• PC Literacy
• Organized and Detail-Oriented
• Experience with Customer Communications
• Full-Time Commitment
• Adaptability and ‘Hands On’ Approach
• Team Player
• Autonomous Worker
• Passion for Communication
• Committed to Excellence

Desirable

• Public transport sector knowledge
• Prior experience with Zendesk, Twitter(X), Facebook and Instagram
• A*-C English Literature/Language A-Level