Career Opportunities with the Isle of Man Steam Packet Company

About the Role:

The Customer Service Managers role encompasses all levels of the services provided to our passengers from simply viewing the website, checking in and loading, on board service delivery and responding to feedback. The role involves working with a wide range of colleagues across the business to ensure that the company’s customer service standards are upheld and exceeded when possible.

Key Responsibilities:

• Maintenance and renewals of all on-board customer services equipment, fixtures and fittings in public areas, lounges, bars, cabins, pet areas, toilets, crew mess and cabins onall vessels.

• Working alongside the Company Executive Chef to manage and produce Passenger and Crew menus

• Manage all cleaning and hygiene contracts / third party suppliers in the Isle of Man / UK

• Management, documenting and reporting on all customer feedback, actions to resolve complaints, compliments, Trust PilotOn-board customer services wayfaring and safety signage, announcements on vessels

• Terms and Conditions updates relating to customer service facilities and policies

• Management of Starlink Wi-Fi and Bazeport TV systems and ongoing maintenance / upgrades

Key Competencies:

• Attendance at crew interviews for customer service positions both on-board and onshore

• Maintaining uniform and dress standards across the company to include on board and those staff at all our ports

• Working along with Executive Chef, Retail and Food & Beverage manager to review service levels / standards for crew in catering operations on board and in Port.

Key Competencies:

• Degree educated or other relevant industry qualifications.

• 3 to 5 years customer services experience.

•  Excellent Leadership skills with a proven record of accomplishment of managing
  people.

• Relevant experience negotiating retail contracts

• Excellent analytical skills when making critical decisions.

• Works well under pressure and able to multi-task

Why Join Us?

• Competitive salary subject to experience

• Excellent work/life balance

•  Concessionary travel

How to Apply:
Send your CV and Cover Letter to Ethel Docherty, Head of Human Resources:
📧 Ethel.Docherty@steam-packet.com

Closing Date: 8th August 2025