Overview
To deliver exceptional customer service by assisting passengers through the Entry/Exit System (EES) process at the Eurotunnel terminal. This includes guiding travellers through biometric registration, ensuring compliance with border regulations, and maintaining smooth passenger flow, all while providing a safe, friendly, and efficient travel experience.
The EES Customer Service Agent (CSA) works on a 24/7 shift basis within the Customer Service Division, participating in check-in and terminal operations, as the first point of contact for customers arriving at the terminal. The CSA must provide excellent customer service in a warm and welcoming manner.
Responsibilities
* Respond to customer needs to assure their safety and security.
* Support passengers in the Entry/Exit System (EES).
* Optimise vehicle capacity in the EES zone.
* Maintain fluidity throughout the UK terminal.
* Collect correct tolls payable at check-in.
* Verify and check prepaid tickets.
* Process inquiries and exiting of vehicles through check-in from the control room.
* Verify HGVs travelling at Freight check-in.
* Process account holders’ cards, tickets, and credit/debit cards.
* Ensure conditions of carriage are applied.
* Allocate Single-Deck Vehicles.
* Fulfill assigned tasks in a mobile vehicle from various stakeholders across the terminal.
* Optimise and oversee the loading of passenger trains from the overbridge.
* Comply with the strict company Health and Safety (H&S) policy and procedure, reporting incidents as they occur to minimise injury, loss of property, and loss of process.
* Respect for all company policies, including the environment policy and arrangements for waste disposal.
Qualifications and Experience
* A valid UK Driving licence and Passport are essential.
* Excellent communication and customer service skills.
* Demonstrable experience in a customer-facing role, preferably within the travel industry.
* Proficient in the use of Microsoft Office (Word, Outlook, Excel, PowerPoint, SharePoint), web tools and phone-based apps.
* Experience of cash handling would be an advantage but not essential.
* The ability to communicate in French and/or another European language is desirable.
Person Specification
* Demonstrates an understanding of the importance of Health and Safety (H&S) Regulations and shows an appreciation of work procedures, always promoting good practices.
* Follows policies and procedures and complies fully with legal obligations and safety requirements of the role.
* Enthusiasm to learn and develop the skills required to fulfil the role.
* An excellent communicator at all levels with a proven ability to deliver exceptional customer service.
* Adept in building excellent relationships with others, contributing to a positive team atmosphere.
* Ability to work autonomously and within a team, maintaining a high standard of service at all times.
* Ability to demonstrate a logical/problem-solving approach, acting with confidence in real-time.
* Friendly and approachable at all times.
* Ability to work under pressure, use initiative, and remain calm, to support the operation and work colleagues.
* Ability to complete forms clearly and concisely.
* Motivated by change and the learning of new systems and technology.
* Reliable, punctual, and flexible, to meet operational demands and business needs.
* Presentable and confident to project a positive image of self and Eurotunnel.
* To meet the required medical standard for the role.
* To work a roster, which covers a 24-hour period, 7 days a week.
If you are interested in applying, please submit your application online by Friday 19th September 2025.
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 refer to the UK Visa and Immigration information available without a hyperlink.
* Durée du contrat en mois / Contract duration in months (CDD/FTC, détachement/secondment, alternance/apprentice, intérim/seasonal): 12
* Type de contrat / Contract Type: CDD / Fixed-Term
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