Frontline Customer Service Agent

Carlisle Support Services; Folkestone; On-site; GBP 21,000 - 27,000; Full time

Benefits offered by this job

Health and Wellbeing Plans

Earned wage access

Discounts and rewards

Induction and training

Uniform provided

SIA top-up training

Employee Assistance Program

Refer a Friend £100

Long service awards

Job summary

Carlisle Support Services, in partnership with Le Shuttle Eurotunnel, is recruiting Passenger Service Agents to support a safety‑critical operation at one of Europe’s busiest travel hubs. You will welcome passengers, guide them through check‑in and boarding, and help manage vehicle and pedestrian flow with warmth and professionalism.

The role requires a friendly, communicative team player who stays calm under pressure, can work across 24/7 shifts including early mornings and nights, and is

Qualifications

• 1 year of face-to-face customer service experience (desirable).
• Must present a smart, professional appearance.
• Remain calm and solution‑focused in high‑pressure environments.
• Willing to work shifts across a 24/7 operation (including early mornings, evenings, nights and weekends).
• Willing to work outdoors in all weather conditions.

Responsibilities

• Welcoming and assisting passengers with warmth and professionalism.
• Providing clear, confident communication—even during busy periods.
• Supporting check-in, boarding, and safety procedures.
• Acting as a visible and approachable presence across the terminal.
• Responding to queries and resolving concerns efficiently.
• Managing situations calmly, safely, and with sound judgement.
• Supporting vehicle marshalling and traffic flow when required.

Skills

Customer service

Communication

Teamwork

Reliability

Flexibility

Job description

Make a Real Impact – Be Part of Something Bigger

Carlisle Support Services is proud to partner with Le Shuttle Eurotunnel), the vital transport link connecting the UK and France. Together, we help operate one of Europe’s most important travel gateways — safely, efficiently, and with exceptional customer care. We are now recruiting Passenger Service Agents to support this unique, safety‑critical operation. This is your opportunity to work in a fast‑paced, dynamic environment where no two days are the same. If you’re passionate about people, service excellence, and being part of something meaningful — we’d love to hear from you.

Be the Friendly Face of Travel

Do you take pride in delivering outstanding customer service?Are you calm under pressure, confident in communication, and naturally helpful? As a Passenger Service Agent, you’ll play a vital role in every traveller’s journey. You’ll provide reassurance, guidance, and support to passengers while helping manage vehicle and passenger flow in a busy operational environment. This isn’t just a job — it’s a chance to be part of a professional, personable team at one of Europe’s most significant transport hubs.

What You’ll Be Doing

• Welcoming and assisting passengers with warmth and professionalism
• Providing clear, confident communication — even during busy periods
• Supporting check-in, boarding, and safety procedures
• Acting as a visible and approachable presence across the terminal
• Responding to queries and resolving concerns efficiently
• Managing situations calmly, safely, and with sound judgement
• Supporting vehicle marshalling and traffic flow when required

What We’re Looking For

• Have at least 1 year of face-to-face customer service experience (desirable)
• Present themselves in a smart, professional, and approachable manner
• Remain calm and solution‑focused in high‑pressure environments
• Work well within a team and take initiative when needed
• Demonstrate strong communication and interpersonal skills
• Are reliable, punctual, and committed to high standards
• Are flexible to work shifts across a 24/7 operation (including early mornings, evenings, nights, and weekends)
• Are willing to work outdoors in all weather conditions
• Experience in traffic management, marshalling, or HGV handling is advantageous but not essential — full training will be provided.

Why Join Us?

At Carlisle Support Services, customer service isn’t just part of the job — it is the job. Equally important is your attitude, enthusiasm, and willingness to learn. We provide comprehensive training and ongoing support to help you succeed and grow within our team.

This is your opportunity to:

• Be part of a safety-critical, high‑profile operation
• Work in a vibrant, fast-moving environment
• Join a supportive and professional team
• Make a genuine difference to people’s journeys

What you’ll need to provide

• 5-year checkable employment/education history.
• Proof of right to work in the UK documentation.
• Complete UK DBS (criminal record check) and overseas criminal record check (if applicable).

Candidates are required to pass a safety critical medical.

Successful candidates will need to provide original documentation for detailed screening and vetting processes. This could include the following: passport / driving license / utility bill dated in the last 3 months / HMRC letter / original bank statement / original payslip / birth certificate / a valid share code.

What You’ll Get in Return

• Health and Wellbeing Plans – including our family-friendly maternity policy.
• Flexible financial support with instant access to earned and authorised wages.
• Benefits for all – vouchers, discounts and rewards for shopping, eating out, cinema tickets, gym membership and plenty of others to help you save money every day.
• Full induction, ongoing training, and structured career development to help you thrive in your role.
• Quality kit and uniform – so you feel comfortable and can perform your role effectively.
• Fully funded SIA top-up training from our own team of in‑house trainers.
• Employee Assistance Program – supporting your mental, physical, and emotional wellbeing at all times.
• Refer a Friend Scheme – earn £100 for every person you refer who starts with us.
• Long service and recognition awards - celebrating your achievements.

What’s just as important is your enthusiasm and willingness to learn. We will provide all the training and support you need to succeed. Our goal is to help you to become a valued member of the Carlisle team.

We Welcome Diverse Talent

We’re proud of our inclusive workforce and we encourage applications from people of all backgrounds and life experiences. Whether you’re returning to work, exploring a new career path, or seeking a new challenge—you belong here.

About us

Join a growing market-leading brand of support services to work with the UK’s largest brands such as Tottenham Hotspur Stadium, Jaguar Land Rover, Tesco, BBC StudioWorks, and many more.Carlisle currently employees over 5,000 dedicated and enthusiastic staff members to deliver events, security cleaning, and retail facilities support services across the UK’s most renowned sites and critical infrastructure.

Equality, Diversity, and Inclusion

At Carlisle, we are committed to Equality, Diversity, and Inclusion in all areas of employment, recruitment and selection, training, development, and promotion. In all situations people will be judged solely on merit or ability.