Customer Service Team Leader

DFDS UK & Ireland; Immingham Dock; On-site; GBP 36,000 - 48,000; Full time

Benefits offered by this job

Life assurance cover

Contributory pension scheme

Holiday Purchase Scheme

Free ferry travel for up to 4 guests

Employee assistance programme

Retail discounts

Cashback on health care

Wellbeing support platform

Job summary

DFDS UK & Ireland is seeking a Customer Service Team Leader to oversee day-to-day activities of Customer Service Coordinators, ensuring high service levels.

You will delegate tasks, coach team, manage workloads, produce KPI reports, and drive SLA achievement while fostering a positive, inclusive environment.

Qualifications

• Experience leading, motivating and developing a team.
• Strong delegation and performance management skills.
• Confident communicator with verbal and written skills.

Responsibilities

• Supervising and supporting a team of Customer Service Coordinators
• Delegating tasks and managing workloads in line with priorities
• Acting as the first point of escalation for customer and team issues
• Ensuring customer enquiries, delivery issues, delays and tracking are resolved efficiently
• Monitoring workload volumes and adjusting resources to meet demand
• Providing coaching, guidance and ongoing support to team members
• Producing KPI reports and ensuring SLAs are consistently achieved

Skills

Leadership

Team development

Performance management

Communication

Problem solving

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 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.

We look forward to hearing from you.