Customer Care Advisor in Folkestone

The Customer Care Advisor provides industry-leading customer service and supports revenue growth across all LeShuttle passenger markets. The role manages all non-telesales activities within the Passenger Commercial Department and offers ad hoc support to the Passenger Marketing team (e.g., issuing competition vouchers, assisting with promotional projects for groups supported by Customer Care). This position involves investigating and resolving customer queries by liaising with multiple departments and drawing on strong product knowledge. Advisors work as part of a team on a rotational basis, undertaking all core departmental tasks.

As part of a rotating team, the Customer Care Advisor is responsible for a wide range of tasks requiring flexibility, autonomy and strong customer focus, including:

• Managing banking and reconciliation of cheque and bank transfer payments for passenger bookings (approximately £10 million per year), assessing and processing refund requests, and liaising daily with the Finance team.
• Responding to all customer contacts across the full customer journey (pre-travel to post-travel), requiring comprehensive knowledge of LeShuttle products, marketing, sales, operations, border controls, train operations, on-board environment and destination information.
• Coordinating and quoting for group bookings, which involves working with RYMS, Business Support, Social Media and Content teams, Check-in, Security, Retail and Passenger Leaders. This may include real-time coordination of group arrivals.
• Managing specialised services such as Cycle Service, LeShuttle Club Annual Membership, Mission Amendments, UK Retiree bookings, Exceptional Animal Transportation, Marketing Campaigns, gift voucher sales and other promotions, while maintaining accurate audit controls.
• Handling post-travel customer enquiries, including problem-solving, investigation, analysis and communication with multiple Eurotunnel departments to deliver accurate resolutions.
• Responding to vehicle damage or personal injury claims in collaboration with the legal team/external loss adjustors.
• Providing support to CEHub via a dedicated Teams chat.
• Responding promptly and professionally to Trustpilot reviews.
• Maintaining and updating FCA compliance documentation and completing annual testing.
• Monitoring and documenting lost and found items across UK and French terminals and ensuring accurate record-keeping and returns.

Qualifications and Experience

• Good standard of education with strong written and verbal English skills.
• Experience using Zendesk or similar customer service systems.
• Strong written communication and professional telephone manner.
• Previous experience in a customer service environment (advantageous).
• Ability to work proactively within a team and independently when required.
• Demonstrable flexibility and the ability to multitask.
• Excellent knowledge of the company’s products and services.
• Strong organisational skills and the ability to prioritise workload effectively.

Person Specification

• Strong knowledge of the business, products and services.
• Ability to build rapport with colleagues and external customers.
• Flexible and adaptable to change.
• Excellent written and verbal communication skills with a professional telephone manner.
• High attention to detail to maintain quality standards.
• Comfortable working both collaboratively and independently.
• Strong organisational and time-management skills.
• Positive, approachable and customer-focused.
• Ability to work shifts across a 7-day operational week.

If you are interested in applying, please submit your application online by Tuesday 24th February 2026. We reserve the right to close this vacancy early if we receive sufficient applications. Therefore, we encourage you to apply as soon as possible.

Please Note: From 1 January 2021, non-British and non-Irish nationals who do not already hold a UK immigration status will be required to obtain a visa in order to be able to work in the UK. Before applying for this role, please ensure that you are permitted to apply. For further information, please visit the UK Visa and Immigration Website.