Customer Communications Assistant; FTC

London, United Kingdom

We are looking for a Customer Communications Assistant to provide high-quality customer service and support administrative functions at Uber Boat by Thames Clippers.

• Respond promptly to customer feedback and complaints via email, live chat, social media, and telephone, displaying empathy and professionalism.
• Communicate delays, cancellations and service changes on Twitter and live departure screens for passengers.
• Answer inbound calls, answer general inquiries and provide accurate information.
• Manage inbound and outbound post, coordinate courier services and maintain secure postal collections.
• Provide administrative support across departments, including meeting room set-up and catering orders.
• Order and track office supplies, stationery and consumables; manage petty cash in line with policy.
• Maintain and update administrative databases such as group booking records and lost property logs.
• Support social media strategy by responding to queries, complaints and compliments on platforms such as Twitter, Facebook, Instagram, Trust Pilot, and Trip Advisor.
• Assist with photocopying, filing, travel booking, word processing, printing and other duties as needed.
• Help the Business Manager and the Executive Assistant to the CEO with tasks such as purchase‑order creation, meeting agenda compilation and document formatting.
• Ensure compliance with health and safety regulations and company policies.
• Coordinate staff and visitor parking and related documentation.
• Use resources efficiently to reduce waste and cut costs.
• Promote equality and diversity and create an inclusive workplace.

• Excellent verbal and written communication skills.
• Proficiency in PC usage and MS Office.
• Highly organised and detail‑oriented with strong prioritisation skills.
• Experience handling high‑volume customer inquiries across multiple channels.
• Willingness to work full‑time and commit to the role.
• Adaptable, proactive and hands‑on approach to service demands.
• Team player and positive collaborator.
• Capacity for autonomous work and initiative.
• Passion for communication and continual improvement.
• Knowledge of the public transport sector.
• Experience with customer‑service software such as Zendesk, Twitter (X), Facebook and Instagram.