Passenger Relations Manager

The Isles of Scilly Steamship Group is unique in the UK in terms of its breadth of transport operations including commercial airline, airport and shipping services, providing lifeline transport links for both passengers and freight. This is an exciting time for the Steamship Group with flights recently commencing between Newquay and London Gatwick and with our new vessels Scillonian IV and Menawethan arriving into the UK over the next year.

Following the retirement of our previous Passenger Relations Manager, we are now looking to recruit a new manager who will be based in our Penzance office.

The primary responsibility of the Passenger Relations Manager is to manage our passenger relations teams in Penzance and St Mary’s. The role will also target improvements in the booking process and experience, driving sales to exceed targets whilst supporting the strategy for increasing online bookings to improve profitability and efficiencies.

As a Customer Relations Manager, you’ll need to:

• Ensure our passenger relations teams, check-in and car parks are managed to a high passenger experience standard with a focus on customer service.
• Overall responsibility for the Scillonian III check-in process and experience on Penzance and St. Mary’s quays including Scillonian III car parking.

• Preparing weekly staff rotas to support operational services.
• Communicate information to members of the public and deal with enquiries in person and by post, email, social media and phone.
• Liaise with other areas of the company, especially during times of disruption and taking a lead in passenger organisation.
• Manage customer service claims.

• Control and monitor the centre’s budget to ensure targets are met in the most cost-effective way.
• Prepare reports for senior management and attend meetings with both senior managers and tourism businesses.
• Motivate staff and lead the team to achieve the KPI’s set and report on progress.
• Identify training needs and implement a training program where appropriate, for employees within the Group’s Contact Centers.
• Create, implement and audit disruption communications procedures with support from the line manager.
• To support the Executive Team with the development of a strategy and operational plan for the Travel Centres.
• To assist with the company’s reservation system, Book-it, and work with the Group Marketing Manager and Commercial Analyst to enhance the customer experience.

Key roles and responsibilities:

Administration

The post holder will:

• Collate statistical information as required.
• Attend meetings as required
• Ensure all Key Performance Indicators are met by the Travel Centre teams.
• Produce and manage a staff resource plan for the department to meet service needs, this will include the recruitment of staff when required.
• Train staff members in the use of company systems, policies and procedures.
• Lead, manage and coach the teams to ensure that the staff fully engage with the company vision, values and standards.
• Manage the team’s productivity and performance daily by reviewing internal performance reports.
• Liaise regularly with staff to disseminate key performance information to improve quality of customer service.

General

• The post holder will be line-managed by the Chief Executive Officer.
• The post holder will be supported by the passenger relations supervisors in Penzance and St Mary’s.
• During the season the post holder will be required to work Saturdays.
• There will be occasions where the post holder may be required to work in excess of 40 hours, for example during periods of disruption. Additional hours are managed through TOIL.