The Customer Experience & Communications team are looking for a passionate Permanent, Full Time, Customer Relations Executive to join their team, focusing on attention to detail, excellent communications and customer service, and a solid ability to manage difficult conversations. This is an excellent opportunity to join a company that is a market leader in ferry travel and we can help you to take your career in any number of directions. If this sounds like something that you would excel in, apply now!
P&O Ferries is a major provider of freight transport and passenger travel services in Europe, sailing on seven major routes between Britain, France, Northern Ireland, the Netherlands, and Belgium. The company is at the heart of Europe's economy and part of the DP World family, with over 150 different businesses across over 40 countries and is a world-leading enabler of global trade.
A household name for over 180 years, P&O Ferries has a rich heritage in ferry services. Our ships sail across the English Channel, North Sea & Irish Sea and we employ almost 2000 people. At P&O Ferries we want you to be you. Not only will that make us stronger but will allow us to bring authenticity to everything we do. We know our customers come from all walks of life and so do our employees. We are all about connecting the world and that starts with finding connections with who you work with.
The key purpose of this role is to deal with complaint escalations received predominantly by email but also via letter, in person, and by phone in line with KPI’s. To take ownership of the relationship with individual customers, ensuring that responses to complaint escalations are appropriate, of a consistently high quality, and meet the commercial needs of the business whilst supporting the P&O Ferries brand through the style of response and tone of voice used. Lastly, to improve the customer experience by liaising with internal colleagues to fix the root cause of complaints at source.
In this role, you will work alongside our Customer Communication team, with opportunities to gain exposure to social media strategies and service recovery planning.
This role has a wide and varied area of responsibilities to cover, including:
* Processing all complaint escalations in line with agreed procedures, taking all reasonable steps to resolve the issue and retain the goodwill of the customer.
* Conducting investigations alongside our ports and ship colleagues to resolve customer complaints.
* Providing feedback to relevant departments and helping design immediate remedial actions to fix root causes of complaints as appropriate.
* Handling Charity requests in line with P&O Ferries policy.
* Providing cover and support to the Customer Communications Officer where required, during standard working hours, which gives exposure to handle disruption periods and social media handling.
This permanent role is Mon-Fri with a hybrid working pattern which can be discussed further in the interview.
We offer competitive benefits, including:
* Enhanced annual leave allowance.
* Medicash.
* Salary life assurance.
* Enhanced pension contributions.
* Ferry Concessions.
* Employee Assistance Programme.
Experience Required:
Essential:
* Strong influencing and negotiating skills.
* Ability to work confidently across multiple systems.
* Grammatical accuracy and competent vocabulary.
* A desire to provide excellent customer service and demonstrate that customers are your passion.
* Ability to work effectively in a customer contact role, including resolution of escalated complaints.
* Ability to meet deadlines under pressure.
* Detail-oriented and able to accurately record data.
* Able to prioritise workload and manage time effectively.
* PC literacy (including Microsoft Word and Excel).
* Professional telephone manner.
Desirable:
* Knowledge of SalesForce CRM database.
* Experience using third-party email management software.
* Knowledge of Maritime Passenger Rights legislation.
* Knowledge of Social Media platforms and their use as customer contact channels.
* Evidence of quality of written and spoken communication in French or Dutch or another language dictated by the needs of the business.
When we recruit, we want you to bring your whole self to work and we are working towards increasing diversity across all of our employees. We know we cannot be the best unless we recruit the best regardless of race, gender, sexual orientation, gender identity or expression, lifestyle, age, educational background, national origin, religion or neurodiversity. #pando
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