Customer Interaction Shift Leader

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 Interaction Team Leader. Be part of the movement - and play your part, Join us as a Customer Interaction Team Leader and be a key player in our dynamic team. You'll enjoy a flexible schedule, working 5 out of 7 days with shifts from 08:00 to 20:00. In this role, you'll ensure top-notch professionalism, manage shifts effectively, and provide vital support to both the interaction and management teams. You will be responsible for:

• Handling enquiries from all customer contact channels.
• Managing open / close of shifts.
• Personally delivering & inspiring the team to provide great customer experience.
• Supporting and delivering on all department KPIs & targets.
• Ensuring the workforce is completing tasks as scheduled.
• Reporting any incidents to the appropriate management / department.
• Quick response to customer escalations, focusing on first time resolution.
• Delivering upselling to bookings (including outbound calls)
• Identifying development needs/opportunities for the interaction function.
• Supporting and ensuring compliance with all requirements and legislation.
  
  With a proven track record as a supervisor in Customer Care, the ideal candidate for this role is self-motivated, proactive, and confident, with a professional demeanour and a consistently positive attitude. Thriving in a dynamic environment and inspiring the team to achieve their best, this individual will excel with us. Join our supportive and energetic team, and let's make a difference together!
  
  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. 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. 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 Breeze, 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.