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 Service Manager.

Aside from managing the day-to-day activities in our Customer Service Department, the role is really varied so you’ll be taking on some Business Development and Key Account Management as well as commercial responsibility and looking at cost controls. Great if you’re looking to use lots of skills within one role!

You’ll be developing and maintaining customer relationships ensuring your team provide the best service as well as driving the department forwards to meet high growth and result targets. You’ll need to be innovative, with lots of new ideas to change the way we deliver our service. You’ll be proactively managing business KPI’s and supporting our Transport planning and Shipping teams in periods of increased workload.

Ideally, we’d like you to join us with some operational experience from the container industry however, if you’re self-driven with great people management skills who sets and achieves high standards of service, that’s enough for us.

Be part of the movement – and play your part

About the role

Working Monday to Friday, as the Customer Service Manager you will Manage departmental efficiency by collaborating with Customer Service Team and stakeholders to improve processes, enhance the working environment, and maintain high service standards.

You will be responsible for:

• Working closely with the Customer Service Team and allocate, control, and deploy labour in conjunction with defined plans and prioritise work.
• Assisting the team with any problems as they occur so that disruptions and delays are avoided or kept to a minimum.
• Provide regular reports and KPI’s to be shared with teams and management that focus on performance and targets.
• Empowering your team to monitoring activities to ensure that all operational processes are being handled effectively and efficiently and continually making improvements with the teams on their method of work.
• Engaging and communicating ensuring that all relevant policies, operating procedures, and service standards are being maintained and further developed with the correct personnel involved.
• Leading a team, with an open and honest approach, understanding the requirement whilst listening to the team, and giving support and development as and when required.
• Conducting appraisals with individuals, setting time aside for further development, clear expectations, and goals in accordance with SMART objectives, whilst ensuring that timelines and actions are being completed within the greed timeframe.
• Active involvement for the control of absence management by conducting return to work interviews, offer relevant support and agree documented, structured returns.
• Coaching individuals/teams to ensure that they have a clear understanding of the tasks set out, whilst ensuring support and guidance is given throughout to achieve the goal.

About you

• Dynamic and experienced leader with a Degree or Certificate in Management or equivalent (or working towards it), and proven leadership or coaching qualities. 
• Ideal candidate will have experience in the relevant environment. They must demonstrate high-level organisational skills, the ability to act on their own initiative, and excellent verbal and written communication skills. 
• Effective collaboration with colleagues, strong time management, and the ability to create and maintain effective working relationships. 
• Should be adaptable to change, understand data analytics, and be computer literate. 
• We value excellent coaching skills, empathy, visionary leadership, and the ability to build trust. The successful candidate will set clear goals, be self-aware, and continuously seek personal development. They will mentor and support team growth, maintain a positive mindset, and engage in building relationships and solutions with all colleagues. Flexibility and adaptability to environmental changes are essential.

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.