Welcome Host Apprentice at First London Cableway
FIRST LONDON CABLEWAY LIMITE
London (SE10 0FR)
Closes in 22 days (Sunday 17 August 2025)
Posted on 25 July 2025
Contents
Summary
As an apprentice, you will deliver the highest standards of service for all the guests and ensure that all visitors are greeted and made to feel welcome.
- Wage
-
£25,207.56 a year
- Training course
- Customer service specialist (level 3)
- Hours
-
Mon-Sun.
35 hours a week
- Start date
-
Monday 25 August 2025
- Duration
-
1 year 6 months
- Positions available
-
1
Work
Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.
What you'll do at work
As an apprentice, you will deliver the highest standards of service for all the guests and ensure that all visitors are greeted and made to feel welcome. You will:
- Enhance the IFS Cloud Cable Car Experience with a friendly professional attitude capable of interacting with guests and visitors of all ages.
- Support site management with health and safety issues, queue management, emergency incident plans, first aid and fire marshalling.
Responsibilities include:
- Actively participate in all areas of the IFS Cloud Cable Car Terminals managed by the Front of House team; entrance to the Terminals, gate-line, platform, ticket office and other external locations.
- Successfully maximise sales targets, contributing to an increase in sales of the Value for Money tickets and packages: round trips, River joint tickets, VIP fast track, retail, and any other packages to be introduced to the Cable Car.
- Proactive in ensuring any guest complaints are dealt with immediately with a can-do approach, ensuring that they leave satisfied.
- Work towards achieving a 5-star level of customer service (Customer Satisfaction Survey 98%+).
- Provide accurate information to guest queries, fare pricing, local transport links and places of interest in the surrounding area.
- Ensure a constant high level of personal presentation and that the uniform standards are always adhered to.
- Excellent cash handling record, confident and in line with the financial procedures and till reconciliation, and consistent in adhering to the IFS Cloud Cable Car Cash Handling Policy.
- Attend all training sessions to improve/refresh knowledge and gain a strong understanding of policies and procedures.
- Aid the Guest Experience Manager in organising paperwork and photocopying, maintaining stationery/ticket supplies in the ticket office, safe counts and financial checks and other requirements within reason.
- Assist the group bookings department by checking daily the groups due to arrive, completing a group boarding pass and preparing marketing material.
- Excellent time management skills.
- Assist in the Cable Car Experience Café, Virtual Reality, Teddy Mountain.
Where you'll work
Emirates Air Line, Unit 1-4, Emirates Cable Car Terminal
London
SE10 0FR
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Training provider
THE WKCIC GROUP
Training course
Customer service specialist (level 3)
Understanding apprenticeship levels (opens in new tab)
What you'll learn
Course contents
- Business focused service delivery: Demonstrate a continuous improvement and future focussed approach to customer service delivery including decision making and providing recommendations or advice
- Business focused service delivery: Resolve complex issues by being able to choose from and successfully apply a wide range of approaches
- Business focused service delivery: Find solutions that meet your organisations needs as well as the customer requirements
- Providing a positive customer experience: Through advanced questioning, listening and summarising negotiate mutually beneficial outcomes
- Providing a positive customer experience: Manage challenging and complicated situations within your level of authority and make recommendations to enable and deliver change to service or strategy
- Providing a positive customer experience: Use clear explanations, provide options and solutions to influence and help customers make choices and agree next steps
- Providing a positive customer experience: Explore and interpret the customer experience to inform and influence achieving a positive result for customer satisfaction
- Providing a positive customer experience: Demonstrate a cost conscious mind-set when meeting customer and the business needs
- Providing a positive customer experience: Identifying where highs and lows of the customer journey produce a range of emotions in the customer
- Providing a positive customer experience: Use written and verbal communication to simplify and provide complex information in a way that supports positive customer outcome in the relevant format
- Working with customers/customer insights: Proactively gather customer feedback, through a variety of methods. Critically analyse, and evaluate the meaning, implication and facts and act upon it
- Working with customers/customer insights: Analyse your customer types, to identify or anticipate their potential needs and expectations when providing your service
- Customer Service performance: Maintain a positive relationship even when you are unable to deliver the customer’s expected outcome
- Customer Service performance: When managing referrals or escalations take into account historical interactions and challenges to determine next steps
- Service Improvement: Analyse the end to end service experience, seeking input from others where required, supporting development of solutions
- Service Improvement: Make recommendations based on your findings to enable improvement
- Service Improvement: Make recommendations and implement where possible, changes in line with new and relevant legislation, regulations and industry best practice
Training schedule
Customer Service Specialist Level 3
Requirements
Essential qualifications
GCSE or equivalent in:
- English (grade 4)
- Maths (grade 4)
Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.
Skills
- Communication skills
- Customer care skills
Other requirements
This role is working 5 days out of 7, or 2 days out of 7 for part-time roles, on a shift pattern. Shift patterns vary from 06:30 – 00:00.
About this employer
First Rail is one of the UK’s most experienced rail operators, carrying more than 345m passengers across our franchises (Great Western Railway, South Western Railway, and Avanti West Coast) and our open access operators (Hull Trains and Lumo). We operate all types of passenger railways - intercity, commuter, regional and sleeper services. The IFS Cloud Cable Car is one of London’s top visitor attractions welcoming over 1.4 millions guests per year. Linking North Greenwich Peninsular and the Royal Dock’s, it is the only urban cable car in the UK and offers stunning panoramic views of London’s skyline from a height of 90m over the Thames.
After this apprenticeship
Potential for permanent position after completion.
Ask a question
The contact for this apprenticeship is:
THE WKCIC GROUP
The reference code for this apprenticeship is VAC1000334005.
Apply now
Closes in 22 days (Sunday 17 August 2025)
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