At a Glance
- Tasks: Lead and enhance passenger experiences across UK and French terminals.
- Company: Dynamic company focused on improving customer journeys in aviation.
- Benefits: Competitive salary, travel opportunities, and a vibrant work culture.
- Other info: Flexible working environment with opportunities for innovation and growth.
- Why this job: Make a real impact on passenger satisfaction and operational excellence.
- Qualifications: Experience in customer service and project management; degree preferred but not essential.
The predicted salary is between 36000 - 60000 £ per year.
The Physical Passenger Experience Manager leads the delivery and day‑to‑day performance of all passenger‑facing environments across UK and French terminals, ensuring they meet agreed brand, service and operational standards. The role translates customer insight and business needs into high‑quality physical experiences by coordinating teams, suppliers and project delivery from concept through implementation. It drives continuous improvement through data‑led decisions and strong collaboration across functions to enhance customer satisfaction, consistency and operational performance. Weekly travel between UK and France supports effective oversight and stakeholder engagement.
Deliver improvements across the physical passenger experience, ensuring environments operate as intended and meet agreed standards. Manage end‑to‑end delivery of physical experience projects, coordinating design, planning, implementation and handover. Track and manage project budgets, ensuring spend aligns with priorities and scope. Support the mobilisation and embedding of new suppliers, retail partners and marketing activations. Ensure consistent brand, service and presentation standards, identifying and resolving any gaps. Collaborate with Operations, Marketing, Partnerships, Infrastructure, Technology and other teams to deliver a cohesive customer journey. Manage supplier and contractor performance, including regular reviews informed by audits, insights and customer feedback. Use customer insights, audits, CSAT/NPS data and on‑site observations to identify improvement opportunities. Conduct regular inspections, track actions and report on performance against KPIs. Oversee day‑to‑day readiness and presentation of all passenger‑facing environments. Work closely with Retail and Infrastructure teams to ensure projects and operations align with the customer vision. Identify opportunities for innovation by staying informed on emerging best practices and technologies. Support the implementation of solutions that improve service efficiency and customer satisfaction.
Qualifications & Experience
- Degree‑level qualification desirable but not essential.
- Background in customer or passenger experience within service‑led or operational environments (e.g., aviation, hospitality, retail).
- Understanding of how physical environments influence behaviour and satisfaction.
- Ability to manage projects end‑to‑end and coordinate multiple teams in live operational settings.
- Comfortable using data, audits and insights to support decision‑making.
- Strong communication and stakeholder engagement skills.
- Ability to work flexibly and manage multiple priorities in a dynamic environment.
- Experience managing budgets within procurement or financial frameworks.
- Fluent English essential; French desirable.
If you are interested in applying, please submit your application online by Friday 3rd April 2026. We reserve the right to close this vacancy early if we receive sufficient applications. Therefore, we encourage you to apply as soon as possible.
Please Note: From 1 January 2021, non‑British and non‑Irish nationals who do not already hold a UK immigration status will be required to obtain a visa in order to be able to work in the UK. Before applying for this role, please ensure that you are permitted to apply.
Physical Passenger Experience Manager in Folkestone employer: Getlink
As a Physical Passenger Experience Manager, you will thrive in a dynamic and collaborative work culture that prioritises innovation and continuous improvement. With opportunities for professional growth and the chance to make a tangible impact on passenger experiences across UK and French terminals, this role offers a unique blend of challenges and rewards. The company values data-driven decision-making and fosters strong partnerships, ensuring that every team member contributes to enhancing customer satisfaction and operational excellence.
StudySmarter Expert Advice🤫
We think this is how you could land Physical Passenger Experience Manager in Folkestone
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Getlink. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Getlink before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Physical Passenger Experience Manager in Folkestone
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Getlink:Your cover letter is your chance to shine! Tell us why you want to work at Getlink specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Getlink!
How to prepare for a job interview at Getlink
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
