Description P&O Ferries are proudly part of the DP World family; with over 150 different businesses across over 40 countries and are a world leading enabler of global trade. A household name for over 180 years, P&O Ferries have 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. When we recruit we want to 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 The key purpose for this role is to deal with complaint escalations received by telephone, letter, in person, and by email 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. And lastly, to improve the customer experience by liaising with internal colleagues to fix the root cause of complaints at source. 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.