The Duty Operations Managers have an exciting opportunity to join their Management team as a Shore Operations Team Leader on an fixed term basis until the end of January 2026. 

Your role will be based within Shoreside Operations with the objective of ensuring all our customers receive a first-class seamless customer experience.

Working closely with the Duty Operations Managers, you will bring energy and passion to this role which will drive your team to exceed expectations and reach our goal of being the gateway to the Isle of Wight. As someone who is confident dealing with both customers and staff, you will feel comfortable articulating yourself and will have an interpersonal manner which will deliver success for your team and make every customer feel that they are the main priority.

You will ensure you have a firm understanding of our policies and procedures, providing the team with a supportive environment where they are always advised correctly. You will love being a forward planner, helping the management team to deliver a strategy which provides a fantastic level of customer service, to customers and colleagues alike, time and time again.

Main duties include:

• Assisting Management in supporting and motivating the team, ensuring they are fully engaged and determined to deliver great customer service and safety.
• Assisting with creating and delivering busy day plans with the DOMs, taking into consideration the customer journey.
• First point of contact for customer complaints and concerns.
• Being on the front line to support the Operation during peak times ensuring the consistent delivery of excellent customer service, in addition to providing emergency shift coverage when required within all operating hours.
• Assisting with drawing up training schedules and induction plans for new recruits, ensuring they’re able to take on their role effectively.
• Have an understanding of Health and Safety within the Terminals to ensure procedures are updated whilst being proactive in providing a safe environment for our customers and staff, ensuring we always Sail Safe, Sail Happy.
• Ensuring budgetary requirements are met, and revenue opportunities are maximised.