Passenger relations advisor (seasonal)

The Isles of Scilly Steamship Group provides air and sea links for passengers and freight from the UK mainland to the Isles of Scilly.

Duties include:

• Making and amending bookings, ensuring that relevant information is recorded accurately within our booking software or other systems as required
• Processing, updating, creating and maintaining computer and manual records.
• Working towards team service level targets to ensure the timely and efficient resolution of customer enquiries
• Provide a flexible and high-quality customer focused and courteous service, maintaining a smart and professional corporate image at all times.
• Answer enquiries from customers in person, via email, letter or over the telephone in line with company policies & procedures
• Working flexibly to ensure that staff cover is maintained on Penzance Quay, including weekend and evening cover as required.
• Checking-in passengers prior to boarding the Scillonian III
• Maintaining Health and Safety on Penzance Quay
• Promoting customer adherence to company policies
• Resolution and de-escalation of complaints
• Maintaining Health and Safety on site
• Dealing with general customer enquiries providing advice and signposting
• Identifying barriers to effective service delivery and liaising with colleagues and company managers to bring about improvements in service delivery

Qualifications:

• Applicants must have good customer service and computer skills, be numerate, articulate and of smart appearance.
• Training will be provided.

Hours:

• Hours – 40 hours per week
• General hours are 07:30am to 17.00 on a roster basis
• Shifts may be slightly earlier (or occasionally later) on some dates, particularly Saturdays during the summer.
• This is a seasonal, full time position and hours may vary according to seasonal demand.
• The job’s starting date is in Mach 2025 and will end October/November 2025

Benefits:

• Discounted travel
• 30 days paid holiday (Including 8 bank holidays)
• Workwear and training provided