Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Lead and inspire a team to deliver exceptional customer service in a dynamic contact centre.
- Company: Join P&O Ferries, a trusted name in global trade for over 180 years.
- Benefits: Flexible working hours, career progression, and a supportive team environment.
- Why this job: Make a real impact by enhancing customer experiences and developing your team.
- Qualifications: 2+ years in customer service, strong communication skills, and leadership experience.
- Other info: Diverse workplace culture that values authenticity and encourages all backgrounds to apply.
The predicted salary is between 36000 - 60000 £ per year.
P&Oare proudly part of the DP World Family; with over 150 different businesses across more than 40 countries, and are a world-leading enabler of global trade.
A household name for over 180 years, P&O have a rich heritage in ferry services. Our ships sail across the English Channel, North Sea & Irish Sea, and we employ almost 2,000 people.
We are currently recruiting for a Customer Service Team Manager (CSTM) to join our team based in Dover Contact Centre on a permanent basis.
This is an opportunity to work as part of the Customer Service team, helping to ensure that contact centre performance targets are met, team members are trained and motivated, and day-to-day operational demands are managed effectively.
The successful candidate will have a proven track record in contact centre operations, coaching and performance management, and customer satisfaction delivery. This role is based in our Dover office and is fully office-based, working a flexible roster to support the department\’s needs.
Key Responsibilities and Duties:
- Lead a team of Customer Service Advisors, supporting performance, coaching, development, and engagement
- Plan and deliver induction and ongoing training to support capability and career progression
- Ensure quality standards are maintained through a structured QA programme
- Assist with resource deployment and real-time service level monitoring
- Contribute to recruitment, probationary reviews, and annual appraisals
- Manage absence, conduct, and performance issues in line with company policy
- Monitor and report on KPIs, including call quality, CSAT, upsell conversion, and agent productivity
- Support incident management and emergency procedures in the Contact Centre
The Ideal Candidate Will:
- Have a minimum of 2 years’ experience in a contact/customer service centre environment
- Demonstrate excellent written and verbal communication skills
- Be experienced with workforce management and contact centre technology (e.g. QA, routing, call/email/chat platforms)
- Have the ability to lead by example and provide effective team direction
- Be commercially aware and able to prioritise under pressure
Desirable:
- Experience in the travel industry
- Fluency in another European language
Location – Dover
This role operates on a flexible roster to ensure appropriate cover, including leave and sickness. The successful candidate will need to work 1 weekend in 4, outside of this, the hours are 37.5 hours per week Monday – Friday to covering varying shift patterns Monday – Friday 8-6.15 and weekends 9-5.
At P&O Ferries, we want you to be you. Not only will that make us stronger, but it also brings 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 you to bring your whole self to work. We are actively working towards increasing diversity across our teams and encourage applications from all backgrounds, regardless of race, gender, sexual orientation, gender identity or expression, lifestyle, age, educational background, national origin, religion or neurodiversity.
#J-18808-Ljbffr
Customer Service Team Manager employer: DP World
Contact Detail:
DP World Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Team Manager
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or even in person. Let them know you're on the lookout for a Customer Service Team Manager role. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for those interviews by practising common questions related to team management and customer service. We recommend doing mock interviews with friends or family to build your confidence and refine your answers.
✨Tip Number 3
Showcase your leadership skills! During interviews, share specific examples of how you've motivated teams or improved performance in previous roles. This will help you stand out as a strong candidate for the Customer Service Team Manager position.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace Customer Service Team Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Customer Service Team Manager role. Highlight your experience in contact centre operations and any coaching or performance management you've done. We want to see how you can lead a team and meet those performance targets!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for our team. Share specific examples of how you've improved customer satisfaction or led a team to success. We love a good story!
Show Off Your Communication Skills: Since this role requires excellent written and verbal communication, make sure your application reflects that. Keep your language clear and professional, but don’t be afraid to let your personality shine through. We want to get to know the real you!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the easiest way for us to receive your application and ensures you’re considered for the role. Plus, you’ll find all the details you need about the position right there!
How to prepare for a job interview at DP World
✨Know Your Stuff
Before the interview, make sure you understand P&O's values and how they relate to customer service. Familiarise yourself with their operations, especially in the contact centre environment. This will help you demonstrate your knowledge and show that you're genuinely interested in the role.
✨Showcase Your Leadership Skills
As a Customer Service Team Manager, you'll need to lead and motivate your team. Prepare examples of how you've successfully coached and developed team members in the past. Highlight your experience with performance management and how you've handled challenges in a contact centre setting.
✨Be Ready for Scenario Questions
Expect questions that assess your problem-solving skills and ability to handle difficult situations. Think of specific scenarios from your previous roles where you managed performance issues or improved customer satisfaction. Use the STAR method (Situation, Task, Action, Result) to structure your answers.
✨Emphasise Your Communication Skills
Excellent communication is key in this role. Be prepared to discuss how you ensure clear communication within your team and with customers. Share examples of how you've effectively communicated during high-pressure situations or when delivering training sessions.
