Poly Passenger Customer Service Leader (x3)

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.

Responsibilities

• 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.

What to submit

Apply online with your details and, if applicable, upload your CV or resume in PDF, DOC, DOCX, JPEG, or PNG format (max 50MB).

Note: This role is based on-site in Folkestone, Kent, United Kingdom (Eurotunnel - UK).