Are you a superstar at customer service and want to pass along your skills to people who are passionate about customer experience? If so, we have the role for you! As our Customer Experience Manager, you will be instrumental in the service delivery throughout the customer journey on our routes to and from Jersey.
Be part of the movement – and play your part
About the role
You’ll be working closely with our Head of Customer Experience, ensuring our customers receive a seamless & enjoyable experience. You will lead our customer communication channels for live port and sailing updates to guarantee timely information along with being the local person responsible for compliance with the passenger rights regulation. You will work with stakeholders to guarantee continuous improvement along with sharing success.
You will be responsible for:
* Manage customer impacting issues and provide timely travel updates and communications.
* Champion Passenger Rights Regulation 1177/2010 and support Global Customer Care Teams with post-travel complaints.
* Share customer feedback to prevent recurring issues and suggest areas for development.
* Prepare and share customer satisfaction reports regularly.
* Collaborate with marketing and operations teams to enhance products, services, and customer experience.
* Work with Accessibility groups and stakeholders to improve accessible travel.
* Participate in crisis management and travel to monitor customer trends and enhance experiences.
About you
The ideal candidate is a true ambassador of delivering exceptional customer experiences, driven by a genuine passion for helping others. You thrive in a fast-paced environment, stepping up when others don’t and always looking for ways to improve efficiency. This is a hands-on role where your quick thinking and ability to make the right decisions in a crisis will be key to supporting both our people and our customers. Strong communication skills are essential, along with knowledge of operations and onboard services department activities. A full passport is required to apply for this position within DFDS.
We think the strongest teams are built on diversity and inclusivity. Contrasting opinions, varied skills, and strong characters bring out the best in us all. And we cannot wait for you to join.
Working at DFDS
Join the movement and grow with us.
Be a valued member of a diverse team at DFDS and help drive change together.
Benefits
* Contributory pension scheme
* Holiday Purchase Scheme
* Concessionary offering on our passenger ferry routes such as Portsmouth / Jersey, Dover / France & Newcastle / Amsterdam
* Full employee assistance programme including:
* Proactive financial, emotional, mental, and physical health care support
* Huge range of retail discounts from high street and online retailers
* Access to an award-winning Wellbeing platform.
* Access to mental health first aid and opportunity to join support webinars with a focus on all areas of positive wellbeing.
Are we a match? Then what are you waiting for? Apply Now.
If you think your personality, skills, experience, and desire match this role, we’d love to hear from you. Please send us your CV as soon as possible, as we’re keen to meet potential candidates on an ongoing basis.
We look forward to hearing from you.
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