Customer Service Team Manager

DP World; Dover; On-site; GBP 30,000 - 38,000; Full time

Job summary

A leading ferry service operator in Dover is seeking a Customer Service Team Manager. The role involves leading a team to meet performance targets, training, and managing operational demands. Candidates should have at least 2 years' experience in contact centre operations and excellent communication skills. This is a fully office-based position with flexible working hours, including occasional weekends.

Qualifications

• Minimum of 2 years’ experience in a contact/customer service centre environment.
• Ability to lead by example and provide effective team direction.
• Commercial awareness and ability to prioritize under pressure.

Responsibilities

• Lead a team of Customer Service Advisors, supporting performance and coaching.
• Monitor and report on KPIs including call quality and CSAT.
• Ensure quality standards are maintained through a QA program.

Skills

Excellent written and verbal communication skills

Leadership and team direction

Workforce management

Contact centre technology

Tools

QA systems

Routing platforms

Job description

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. #pando