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.

We are seeking an applicant to join us as a Passenger Relations Advisor. You’ll be working as part of a small and busy team in our Penzance Travel Centre.

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 and 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 07:30 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 position and hours may vary according to seasonal demand

Benefits

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