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- Tasks: Lead a team to ensure a safe and welcoming experience for passengers.
- Company: Join a dynamic company focused on customer service excellence.
- Benefits: Competitive salary, career development, and a supportive work environment.
- Why this job: Make a real impact by enhancing passenger experiences and leading a dedicated team.
- Qualifications: A-level education or equivalent and proven leadership experience in customer service.
- Other info: Opportunity for growth in a fast-paced, 24-hour operational environment.
The predicted salary is between 36000 - 60000 £ per year.
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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Passenger Customer Service Leader (Poly) employer: Getlink
Contact Detail:
Getlink Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Passenger Customer Service Leader (Poly)
✨Tip Number 1
Get to know the company culture before your interview. Check out their social media and website to see how they engage with customers and employees. This will help you tailor your answers and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills! As a Passenger Customer Service Leader, you'll need to convey information clearly and effectively. Try role-playing common scenarios with a friend or family member to build your confidence.
✨Tip Number 3
Be ready to showcase your leadership style. Think about examples from your past experiences where you've led a team or handled a challenging situation. This will demonstrate your ability to foster a positive team culture and drive service excellence.
✨Tip Number 4
Don't forget to follow up after your interview! A quick thank-you email can go a long way in showing your enthusiasm for the role. Plus, it keeps you on their radar as they make their decision.
We think you need these skills to ace Passenger Customer Service Leader (Poly)
Some tips for your application 🫡
Show Your Leadership Skills: Make sure to highlight any previous leadership or supervisory experience you have. We want to see how you've led teams in the past and how you can bring that experience to our Passenger Customer Service Leader role.
Tailor Your CV: Don’t just send a generic CV! Tailor it to match the job description. Use keywords from the listing, especially around customer service and operational excellence, so we can see you're a perfect fit for our team.
Be Clear and Concise: When writing your application, keep it clear and to the point. We appreciate well-structured responses that get straight to the heart of your experience and skills. Remember, clarity is key!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at Getlink
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the responsibilities of a Passenger Customer Service Leader. Familiarise yourself with the key aspects of the job, such as team leadership, customer service excellence, and safety compliance. This will help you demonstrate your knowledge and show that you're genuinely interested in the role.
✨Showcase Your Leadership Skills
Prepare examples from your past experiences where you've successfully led a team or improved service standards. Highlight how you fostered a positive team culture and engaged staff in delivering excellent customer service. This will illustrate your capability to lead by example, which is crucial for this position.
✨Communicate Effectively
Practice your communication skills before the interview. Be ready to discuss how you maintain open lines of communication with your team and ensure everyone is on the same page. Use specific examples to show how you've handled briefings, updates, and performance feedback in the past.
✨Demonstrate Problem-Solving Abilities
Think of scenarios where you've had to solve problems under pressure, especially in a customer-facing environment. Be prepared to discuss your approach to crisis management and how you ensure operational continuity. This will highlight your proactive problem-solving skills, which are essential for the role.