Terminal Manager - Cruise & Ferries

Role: Terminal Manager International Passenger Terminal
Location: Port of Tyne, International Passenger Terminal, North Shields
Hours: 35 hours per week - Permanent
Salary: £58,339.18

About the Terminal Manager role:

The Terminal Manager will lead the safe, efficient and customer focussed operation of the International Passenger Terminal (IPT), ensuring exceptional service delivery for ferry passengers, cruise guests, shipping partners and stakeholders.

Role Responsibilities:

• • Lead the day-to-day operation of the International Passenger Terminal.

• • Ensure the safe and efficient movement of passengers, baggage, vehicles and vessels.

• • Manage terminal resources to meet operational requirements and service standards.

• • Coordinate with ferry operators, cruise lines, border agencies and other stakeholders.

• • Develop and maintain operating procedures and contingency plans.

• • Deliver a first-class passenger experience.

• • Monitor customer service standards and implement improvements where required.

• • Manage customer feedback, complaints and service recovery activity.

• • Promote an inclusive and welcoming environment for all passengers.

• • Lead, motivate and develop terminal teams.

• • Manage performance, attendance, training and employee engagement.

• • Support succession planning and talent development.

• • Foster a positive culture aligned with the Port of Tyne values.

• • Maintain compliance with all relevant health and safety legislation.

• • Ensure adherence to International Ship and Port Facility Security (ISPS) requirements.

• • Lead investigations into incidents, accidents and near misses.

• • Promote a strong safety culture across all terminal operations.

• • Manage departmental budgets and control operating costs.

• • Identify opportunities for operational efficiencies and revenue generation.

• • Support business development initiatives relating to passenger operations.

• • Monitor and report on key performance indicators.

• • Build strong relationships with; Ferry and cruise operators, UK Border Force, Port Authorities, Security providers, contractors and suppliers

• • Represent the Port professionally at operational meetings and industry forums.

• • Analyse performance data and operational trends.

• • Lead improvement projects to enhance efficiency and customer satisfaction.

• • Support digital transformation and innovation initiatives within passenger operations.

Benefits:

• 25 days holiday plus bank holidays
• An extra day off for your birthday
• Defined contribution pension scheme; we’ll match up to 5% during your probation and up to 7% on successful completion of your probations
• Life assurance plan; 2x your annual salary
• Health cash benefits plan; you can claim back costs for dental, optical, prescriptions and lots more. You can also access an Employee Assistance Programme and savings on high street stores, holidays and restaurants amongst many others.
• Personal training budget to help you develop in your role
• Counselling services available privately and via the Employee Assistance Programme
• On-site weekly physio services
• Long service awards
• Volunteer days every year
• Free annual flu jabs
• Profit Share Scheme: a percentage of the Port’s profits is shared equally with all employees annually.
• Colleague engagement: fun activities throughout the year, from friendly competitions to taking part in wellbeing awareness days and signing up for a hike with your colleagues!
• Plus, the basics: branded uniform, on-site parking including electric charging points, free tea and coffee, and multiple kitchens throughout the Port, which are fully equipped for your use.

Ready to apply?

Great, all you need to do now is upload a CV. If you would prefer a chat about the role, please contact us at people@portoftyne.co.uk