Customer Accessibility Manager - West Coast

Customer Accessibility Manager

David MacBrayne Ltd (CalMac Ferries) — Gourock / Hybrid

£60,000 – £65,000 DOE + monthly car allowance
12-month FTC – Maternity Cover

CalMac Ferries is seeking a passionate and experienced Customer Accessibility Manager to lead accessibility and inclusion across it’s Ferry network. This is a practical, visible, and highly impactful role; joining at a pivotal time when accessibility has become one of the organisation’s highest strategic priorities.

As the Accessibility Manager, you will be the internal expert driving improvements that make travel more accessible, intuitive, and welcoming for all customers. You’ll help shape everything from vessel and terminal design, digital platforms, operational practices, and staff awareness, turning accessibility from policy into lived experience.

About the Role

This is much more than a compliance position. You will:

• Lead CalMac’s accessibility strategy and governance framework
• Ensure legal and contractual compliance with accessibility standards
• Influence infrastructure, vessel, and refurbishment projects
• Enhance the real-world experience for customers with access needs
• Strengthen digital accessibility across channels
• Chair the Accessibility Advisory Board and build relationships with key advocacy groups
• Support training and awareness programmes across the organisation

You will be strategic, operational, and present across the network. From terminals and vessels to leadership conversations.

About You

We’re looking for someone with:

• Strong background in accessibility, inclusion, customer experience, or similar fields
• Solid knowledge of accessibility legislation (Equality Act, WCAG, etc.)
• Experience working with operational teams and external user groups
• Excellent communication and analytical skills
• The ability to manage competing priorities in a live environment
• Willingness to travel across the ferry network

Transport or infrastructure experience is desirable but not essential. What matters most is your ability to lead real-world accessibility improvements with empathy and impact.

Why This Is a Great Role

For the right person, this is a rare and rewarding opportunity to make a visible difference at national scale:

• Be part of a team ready and committed to change
• Deliver work that directly improves thousands of journeys
• Operate at the intersection of operations, customer experience and strategy
• Enjoy a strong benefits package, including industry-leading pension and family travel pass

If you’re passionate about accessibility and ready to shape the future of inclusive travel, we’d love to hear from you. Please email kelsie.patterson@symedrummond.co.uk to chat further.