Stena Line
Customer Service and Check-in Relief Team Leader
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Introduction
At Stena Line, our ports are at the heart of everything we do, helping us connect people, businesses and communities across the UK and Ireland.
We're looking for a Customer Service & Check-in Relief Team Leader to provide day-to-day operational leadership across our customer service and check-in teams, ensuring our customers receive a seamless and efficient experience from arrival at the port through to boarding.
This is a hands-on leadership role where you'll play a key part in keeping our operations running smoothly. You'll lead by example, support colleagues, resolve customer issues and work closely with teams across the port to make sure we deliver a safe, efficient and customer-focused service.
If you're confident making decisions under pressure, enjoy leading people in a fast-paced operational environment and are passionate about delivering an excellent customer experience, we'd love to hear from you.
What You'll Be Doing
- Providing daily operational leadership to Customer Service and Check-in colleagues during your shift.
- Supporting, motivating and coaching the team to deliver high standards of customer service and operational performance.
- Overseeing the check-in process, ensuring it is completed efficiently, accurately and in line with company procedures.
- Monitoring customer and vehicle queue times and helping to ensure the smooth flow of trailers and passengers through check-in and loading.
- Acting as a point of escalation for customer queries and complaints, resolving issues professionally and efficiently.
- Working closely with Port Operations, Security, Contact Centre, CST, Groups and other teams to ensure a coordinated service.
- Supporting load planning and ensuring relevant information is communicated effectively across the operation.
- Preparing and maintaining accurate daily operational handovers.
- Ensuring colleagues follow all health, safety and security procedures, including the appropriate use of PPE.
- Delivering regular health and safety briefings and promoting a strong safety culture across the team.
- Responding effectively to emergencies, disruptions and irregular operations in line with company procedures.
- Monitoring operational performance and using data and feedback to identify opportunities for improvement.
- Promoting Stena Line's values and maintaining a customer-first approach at all times.
- Carrying out other duties as requested by management.
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Why join Stena Line?
As one of Europe's leading ferry operators, we're committed to delivering safe, reliable and enjoyable journeys for our customers while continually improving the way we operate.
You'll join a collaborative operational team where your leadership will make a direct difference to both the customer experience and the day-to-day performance of our port operations.
In return, you'll enjoy:
- The opportunity to take a leading role in a busy port operation.
- A varied and customer-focused working environment.
- The opportunity to work collaboratively with teams across the port and wider business.
- Opportunities to develop your leadership and operational experience.
- A competitive salary and benefits package.
About You
You'll be an experienced customer service or operational professional who enjoys taking responsibility and supporting others to perform at their best.
You'll be confident leading a team in a fast-paced environment and able to make effective decisions when dealing with customer issues, operational challenges and changing priorities.
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You'll have excellent communication and interpersonal skills, with the ability to build positive relationships with colleagues, customers and other departments.
You'll also understand the importance of health, safety and security within an operational environment and be committed to ensuring procedures are followed at all times.
Most importantly, you'll be customer-focused, adaptable and comfortable working collaboratively to deliver a safe, efficient and positive experience for our customers.
Interested?
This is a Relief Team Leader position, working on a continental shift pattern at 42 hours per week within our Ports & Terminals team, reporting to the Duty Manager.
The role involves working shifts within a fast-paced port environment, with flexibility required to support operational requirements.
To apply, please register your profile and submit your application through our online recruitment system before the deadline of Thursday 10th September 2026.
For recruitment-related questions, please contact Phil Howarth, Talent Acquisition Co-ordinator at Phillip.howarth@stenaline.com.
For data security reasons, applications can only be accepted through our online recruitment system.
About Stena Line
Stena Line is one of Europe's leading ferry operators, connecting people, businesses and communities through one of the continent's most extensive route networks.
With over 5,900 colleagues across Scandinavia, the UK and the Baltics, we're dedicated to creating sustainable transport solutions that keep society moving.
We are committed to building an inclusive workplace where everyone feels respected, valued and able to thrive. We welcome applications from all suitably qualified candidates and celebrate the diversity that makes us stronger.
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