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.
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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)

Please refer the Job description for details