Description If you have a positive and confident outlook, strong communication and people skills, great understanding of customers and their needs and want to make a difference then this could be the role for you. This is an excellent opportunity to join a company who are a market leader in ferry travel and we can help you to take your career in any number of directions. In this role you will mainly be responsible for the performance of the team of Customer Service Advisors, focussing on maintaining and developing knowledge, skills and behaviour of the team, taking responsibility for the team’s productivity, KPIs & QAs and assisting with performance issues. Providing ongoing coaching and support. You will also be required to liaise with customers, taking calls, making bookings, responding to emails and webchat from direct and indirect customers. Required Experience: Demonstratable experience in a quality or sales driven Contact/Customer Service Centre Commercially aware, creative and able to use imagination and flair Excellent verbal and written communication skills with the ability to communicate at all levels to staff and customers alike A high level of PC literacy Experienced in the use of Contact/Customer Service Centre applications such as Workforce Management, Skill based-routing, Quality assurance monitoring, call recording, webchat and email Ability to balance a workload against timescales whilst having an attention to detail Ability to translate often complex or detailed information into simple, brief reports whilst highlighting any issues and meeting the needs of internal/external customers Ability to work independently and with others with minimal supervision Flexibility to adapt to changing requests and timescales Ability to offer motivation, direction and guidance to a junior team, leading by example at all times GCSE or equivalent in Maths and English Location – Dover, this role includes working weekends, evenings and public holidays, so being flexible is key At P&O Ferries we want you to be you. Not only will that make us stronger but will allow us to bring 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 to you to bring your whole self to work and we are working towards increasing diversity across all of our employees. We know we cannot be the best unless we recruit the best regardless of race, gender, sexual orientation, gender identity or expression, lifestyle, age, educational background, national origin, religion or neurodiversity. pando