Head of Passenger Customer Service UK - Lead & Elevate

Getlink; Folkestone; On-site; GBP 60,000 - 80,000; Full time

Job summary

Getlink is seeking an experienced Passenger Customer Service Manager to lead our UK Passenger Customer Service operation. This leadership role focuses on delivering a safe, efficient and seamless customer experience while ensuring operational excellence.

You will lead a team of Passenger Customer Service Leaders, influence operational strategy and drive continuous improvement across the UK operation, working with cross-border teams to maintain high standards of customer care.

Qualifications

• Proven operational management experience in transport, travel, logistics or customer service.
• Significant experience leading and developing teams in a fast-paced environment.
• Experience managing performance and driving continuous improvement.
• Strong decision-making and problem-solving skills.
• Desirable: French language skills.

Responsibilities

• Lead Safety, Security and Compliance across the UK operation.
• Provide leadership, coaching and development to Passenger Customer Service Leaders.
• Drive customer service excellence and incident response.
• Collaborate with UK and French teams to ensure consistency of processes.
• Monitor budgets and sponsor initiatives to improve efficiency and service delivery.
• Lead or sponsor projects enhancing customer experience and reducing costs.

Skills

Operational management

Team leadership

Budget management

Stakeholder management

Decision making

Job description

Getlink is seeking an experienced Passenger Customer Service Manager to lead our UK Passenger Customer Service operation. This leadership role focuses on delivering a safe, efficient and seamless customer experience while ensuring operational excellence.

You will lead a team of Passenger Customer Service Leaders, influence operational strategy and drive continuous improvement across the UK operation, working with cross-border teams to maintain high standards of customer care.