At a Glance
- Tasks: Lead a dynamic team to deliver exceptional customer service and support team development.
- Company: Join DFDS, a company committed to community service and team diversity.
- Benefits: Enjoy life assurance, pension scheme, free ferry travel, and extensive health support.
- Other info: Opportunities for personal development and a supportive work environment.
- Why this job: Shape the future of customer service while growing your leadership skills.
- Qualifications: Experience in team leadership and a passion for customer satisfaction.
The predicted salary is between 27000 - 33000 £ per year.
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 a Customer Service Team Leader. Be part of the movement - and play your part.
About the role
As Customer Service Team Leader, you'll be responsible for overseeing the day-to-day activities of our Customer Service Coordinators, ensuring customers receive the highest levels of service while supporting team development, performance, and engagement. You will be responsible for:
- Supervising and supporting a team of Customer Service Coordinators
- Delegating tasks and managing workloads in line with business priorities
- Acting as the first point of escalation for customer and team-related issues
- Ensuring customer enquiries, delivery issues, delays, and tracking requests are resolved efficiently and professionally
- Monitoring workload volumes and adjusting team resources to meet demand
- Providing coaching, guidance, and ongoing support to team members
- Producing KPI reports and ensuring service level agreements (SLAs) are consistently achieved
About you
You'll have previous experience leading, motivating, and developing a team, with strong delegation and performance management skills. You'll be a confident communicator with excellent verbal and written communication skills and a genuine passion for delivering exceptional customer service. You'll thrive in this role if you have a positive, can-do attitude and enjoy solving problems in a fast-paced environment. You'll be empathetic to both customer and colleague needs, able to think on your feet, and confident making decisions when challenges arise. As a natural motivator who leads by example, you'll be committed to driving team performance while creating a positive and supportive working environment.
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 myStrength, our Wellbeing platform, which has plenty of content to support and improve your mental wellness needs.
- Access to mental health first aid and opportunity to join support webinars with a focus on all areas of positive wellbeing.
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.
Customer Service Team Leader in Immingham employer: DFDS
DFDS is an exceptional employer that values diversity and fosters a collaborative work culture in the vibrant city of Aberdeen. With a strong commitment to employee growth, we offer numerous opportunities for professional development and career advancement, alongside competitive benefits that support work-life balance. Join us to be part of a forward-thinking team dedicated to operational excellence and commercial success.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Team Leader in Immingham
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at DFDS. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like DFDS before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Team Leader in Immingham
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to DFDS:Your cover letter is your chance to shine! Tell us why you want to work at DFDS specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at DFDS!
How to prepare for a job interview at DFDS
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
