Passenger Relations Advisor (St Mary’s)

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, always maintaining a smart and professional corporate image.
• Answer enquiries from customers in person, via email, letter, Chat  or over the telephone in line with company policies and procedures.
• Working flexibly to ensure that staff cover is maintained on St Mary’s Quay, including weekend and evening cover as required.
• Checking-in passengers prior to boarding the Scillonian III.
• Maintaining Health and Safety on St Mary’s 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.

About you:

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

Training will be provided.

Hours:

• 40 hours per week
• Generally 08:00 to 17:00 on a roster basis
• Shifts may be slightly earlier (or occasionally later) particularly Saturdays during the summer.
• Check in duties on Sundays are 15:00 – 16:30 during the summer season.
• This is a full-time position and hours may vary according to seasonal demand.

Benefits:

• Discounted travel.
• 30 days paid holiday (including 8 bank holidays).
• Competitive salary.
• Workwear and training provided.