Do you want to be a valued part of the critical infrastructure that serves communities across Europe and beyond? Are you looking for a position in which you can set direction and help shape our company? If so, then you could be the newest addition to our team as Customer Relations Manager.

Be part of the movement – and play your part

About the role

Working 40 hours per week Monday to Friday on a variable shift pattern between 08:00 – 18:00, the Customer Relations Manager will primarily respond to customer complaints and enquiries in a timely and accurate manner delivering the best in customer experience via all contact channels including written correspondence.

You will be responsible for:

Investigate and resolve complex customer complaints and act as a point of contact for escalations.

Ensure service levels are achieved and exceeded, whilst promoting and improving the quality of our complaint responses across our global function.

Analyse and develop our Customer Care Relations reports to provide feedback and suggestions across our routes & other passenger departments to improve our overall customer experience.

Develop and support Emergency and Contingency plans, handling incidents, communicating effectively across functions to internal/external customers, delivering feedback, and suggesting improvements.

Lead and collaborate with Customer Relation Specialists across Passenger Global Care to share best practice, standardise, and align processes where possible.

Provide Support to Head of Customer Care UK and Support & Compliance Manager as required.

The Customer Relations Manager will be responsible for one direct report.

About you

You will be a role model in great complaint handling with the ability to influence positive customer relations, excellent written and verbal communication skills. The Customer Relations Manager will need the ability to build rapport with our guests with good letter writing experience, with the ability to perform well in a collaborative work environment and be a strong team player who can work with a diverse global team spread out geographically with the ability to travel across our network. The role will be fast paced, you will need to have the ability to multi-task, whilst maintaining great service and professionalism. Ideally your background will be in the travel industry, however we are open to applicants who can demonstrate a similar role in another industry.

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.

Now about what we can give you. You’ll be able to access some fantastic benefits such as:

• Life assurance cover
• Contributory company pension scheme
• Holiday Purchase Scheme
• Free ferry travel for up to 4 guests between Dover and Calais / Newcastle and Amsterdam with no limit on trips
• Full employee assistance programme including:
• Proactive financial, emotional, mental, and physical health care support including face to face counselling, fast 24/7 access to a GP, a second medical opinion and legal support for colleagues and their family.
• Huge range of retail discounts from high street and online retailers
• Cashback on health care including dental, optical, physiotherapy, prescriptions, specialist consultations and much more.
• Access to Thrive, our 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.

Be a valued member of a diverse team at DFDS and help drive change together.

While you’re with us, we want you to develop. At DFDS, we believe that development happens first and foremost through activities in the workplace. We will also offer training courses that can support you in your role, if needed.

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.