Overview
The Passenger Customer Service Leader is responsible for leading a team dedicated to delivering a safe, efficient, and welcoming passenger experience for Le Shuttle customers. This role focuses on developing the team's skills, knowledge, and behaviours, while fostering a culture of accountability, collaboration, and continuous improvement. By leading with integrity and setting a positive example, the Leader creates an environment where staff feel engaged and empowered to deliver service excellence.
Job requirements
* Act as the management representative for the Passenger service during operational shifts.
* Ensure consistent adherence to procedures and standards through proactive planning and risk assessment.
* Set clear, achievable objectives for the team and individual team members during each shift.
* Maintain open, two-way communication with staff through regular briefings and updates.
* Apply the Performance and Capability process to support staff development and accountability.
* Ensure full compliance with the Company’s Health and Safety policies, managing incidents and producing accurate reports.
* Lead by example to engage operational staff in delivering excellent customer service, supporting smooth operations and optimal load factors.
* Ensure Passenger Terminal staff follow procedures and uphold service standards, encouraging best practices and supporting performance improvement.
* Oversee contract staff performance, recognising excellence and addressing concerns appropriately with subcontractor management.
* Provide line management support, including welfare, attendance, appraisals, and development, in line with HR policies.
* Collaborate with the Freight Customer Service Leader and build strong relationships with other operational managers.
* Complete daily operational reports, capturing performance and follow-up actions.
* Uphold the Company’s environmental policies, including responsible waste management.
Qualifications and Experience
* Secondary education to A-level standard or equivalent
* Proven supervisory or leadership experience in a customer-facing or operational role
* Background in the transport or travel industry (advantageous)
* Technical understanding of Check-In applications (advantageous)
* Full, valid driving licence
* Strong written and verbal communication skills
* Proficient in Microsoft Office tools
* Experience in safety, crisis, and incident management
* Familiarity with change management processes (e.g. CSM-RA)
* Skilled in accident investigation and root cause analysis
* Ability to work independently and take initiative
* Understanding of Health & Safety, Quality, and Environmental regulations and standards
* Analytical mindset with a focus on trends and data
* Working knowledge of French or another European language (desirable)
Person Specification
* Demonstrates a strong commitment to safety, compliance, and adherence to company policies and legal obligations
* Results-oriented, with the ability to manage multiple priorities and deliver against operational targets
* Leads by example, providing clear direction and fostering a positive team culture
* Excellent communicator, able to build strong relationships across teams and departments
* Remains calm and focused under pressure, supporting colleagues and maintaining operational continuity
* Proactive problem-solver, confident in making decisions in real time
* Maintains high standards of quality and productivity through consistent monitoring and feedback
* Promotes fairness and engagement by applying policies and procedures consistently and respectfully
* Professional and confident in representing both self and the company positively
* Reliable and adaptable to meet changing business needs, including shift work
* Capable of producing clear, accurate written reports for senior management
* Experience working in a 24-hour shift environment
* Meets the medical standards required for the role
If you are interested in applying, please submit your application online by Friday 26th September 2025.
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As a Disability Confident Employer, we are committed to offering interviews to candidates with disabilities or long-term health conditions who meet the essential criteria for the role. Please specify if you would like your application to be considered under the Disability Confident scheme. *
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