Passenger Customer Service Manager

We are seeking an experienced and people-focused Passenger Customer Service Manager to lead our UK Passenger Customer Service operation. This is a key leadership role, responsible for delivering a safe, efficient and seamless customer experience, while ensuring operational excellence, strong team performance and continuous improvement.

Working closely with colleagues across the organisation and with external stakeholders, you will lead a team of Passenger Customer Service Leaders and play a pivotal role in shaping the future of our passenger service operation.

This is an exciting opportunity to lead a critical operational team and contribute to the delivery of an exceptional customer experience. You will have the opportunity to influence operational strategy, drive continuous improvement and make a meaningful impact on both customer and business performance.

Safety, Security and Compliance

• Lead the delivery of a robust Safety and Security Management System.

• Ensure compliance with all relevant legislation, company policies and operational standards.

• Investigate incidents and accidents, implementing corrective and preventative actions where required.

• Drive a strong safety culture through proactive operational leadership and continuous improvement initiatives.

Leadership and People Management

• Provide leadership, coaching and development to Passenger Customer Service Leaders.

• Create an inclusive, collaborative and high-performing team environment.

• Set clear objectives and support teams in achieving targets relating to safety, customer service, teamwork and operational performance.

• Manage performance fairly and consistently, recognising achievement and addressing concerns appropriately.

• Support positive employee relations through consultation and constructive engagement.

Customer Service and Operational Excellence

• Lead UK terminal passenger operations to ensure a consistently high-quality customer experience.

• Develop and maintain quality standards that drive service excellence and continuous improvement.

• Work collaboratively with UK and French teams to ensure consistency of customer care and operational processes.

• Act as a representative of the passenger operation with internal and external stakeholders.

Financial and Project Management

• Monitor and control operational and capital expenditure budgets.

• Identify and implement initiatives that improve efficiency, productivity and service delivery.

• Lead or sponsor operational, engineering and technical projects that enhance customer experience and reduce operational costs.

• Support the development and delivery of long-term operational strategies.

Qualifications and Experience

Essential

• Proven operational management experience, ideally within the transport, travel, logistics or customer service sectors.

• Significant experience leading and developing teams in a fast-paced operational environment.

• Experience managing performance, delivering operational objectives and driving continuous improvement.

• Strong decision-making and problem-solving skills.

Desirable

• Management qualification or equivalent leadership training.

• Experience working within a regulated operational environment.

• Experience managing budgets, projects and external service providers.

• French language skills would be advantageous.

Person Specification

• Strong leadership and people management capability.

• Excellent communication and stakeholder management skills.

• Customer-focused with a passion for service excellence.

• Able to influence, engage and inspire teams.

• Strong analytical and organisational skills.

• Resilient, adaptable and comfortable managing change.

• Committed to fostering a safe, inclusive and respectful workplace.

If you are interested in applying, please submit your application online by Friday 20th November 2026.

We reserve the right to close this vacancy early if we receive sufficient applications. Therefore, we encourage you to apply as soon as possible.

Please Note: From 1 January 2021, non-British and non-Irish nationals who do not already hold a UK immigration status will be required to obtain a visa in order to be able to work in the UK. Before applying for this role, please ensure that you are permitted to apply.
For further information, please visit the UK Visa and Immigration Website.