Customer and Operational Services Coordinator

DFDS; Felixstowe; On-site; GBP 27,000 - 29,000; Full time

Benefits offered by this job

Life assurance cover

Contributory company pension scheme

Holiday Purchase Scheme

Free ferry travel for up to 4 guests (

Full employee assistance programme

Retail discounts

Cashback on health care

Job summary

DFDS is hiring a Customer Operational Services Coordinator to ensure a smooth customer journey by acting as the central contact between DFDS, customers, and internal teams. The role includes coordinating with planning to ensure vessels are loaded and depart on time, while maintaining service standards in a fast-paced logistics environment.

The position requires a confident, customer-focused individual with strong communication skills, a professional telephone manner, and the ability to multitask

Qualifications

• Strong commitment to delivering excellent customer service.
• Professional telephone manner and the ability to handle customer inquiries efficiently.
• Comfortable using general IT systems and quick to pick up new processes.
• Able to thrive in a fast-paced environment with multitasking.

Responsibilities

• Providing timely updates and support to customers regarding trailer status, system changes, and general enquiries.
• Maintaining regular communication with internal stakeholders via telephone, email, Microsoft Teams, and face-to-face interaction.
• Coordinating with planning teams and stakeholders to ensure vessels are loaded and depart efficiently and on time.
• Monitoring and maintaining service standards, actively seeking ways to enhance the customer experience.
• Ensuring all operational and customer requirements are fulfilled in line with DFDS processes and client expectations.

Skills

Customer service

Communication

Teamwork

IT systems

Tools

Microsoft Teams

Job description

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 Operational Services Coordinator.

Be part of the movement - and play your part.

About The Role

Salary: £27,000 - £29,000 per annum + shift allowance

In this dynamic role, you will play a key part in ensuring a smooth and efficient customer journey by acting as a central point of contact between DFDS, our customers, and internal stakeholders. You will proactively manage communication, support operational planning, and uphold high service standards to meet and exceed client expectations. This position requires a collaborative and solution-focused approach to deliver consistent, high-quality service within a fast-paced logistics environment.

Please note - This role requires you to work an 8-hour variable shift pattern on a 6-week rotating schedule. During Weeks 1–5, shifts will be worked Monday to Friday, with Week 6 operating Tuesday to Saturday. Shifts will vary and include a mixture of days, evenings, and nights to meet operational requirements.

You will be responsible for

• Providing timely updates and support to customers regarding trailer status, system changes, and general enquiries.
• Maintaining regular communication with internal stakeholders via telephone, email, Microsoft Teams, and face-to-face interaction.
• Coordinating with planning teams and stakeholders to ensure vessels are loaded and depart efficiently and on time.
• Monitoring and maintaining service standards, actively seeking ways to enhance the customer experience.
• Ensuring all operational and customer requirements are fulfilled in line with DFDS processes and client expectations.

About You

You are a confident and enthusiastic individual with a strong commitment to delivering excellent customer service. With a professional telephone manner and the ability to handle customer inquiries efficiently, you take pride in resolving issues and building positive relationships. You’re comfortable using general IT systems, quick to pick up new processes, and thrive in a fast-paced environment where multitasking is key. A natural team player, you collaborate well with others while maintaining a proactive and adaptable approach to your work.

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.

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.