Customer Service Supervisor

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 Customer Service Supervisor.

**Be part of the movement - and play your part**

**About the role**

We are seeking an experienced and motivated Customer Services Supervisor to lead a small team of 3 customer service representatives. The supervisor will manage day-to-day operations, ensuring customer enquiries related to rates, claims, KPI reporting, and general administrative tasks are handled efficiently. In addition to managing the team’s rota and holidays, the role will involve participation in customer KPI meetings, working closely with operations colleagues to ensure high service standards and promote continuous improvement initiatives.

You will be responsible for:

- Supervising a team of 3 customer service representatives, overseeing daily activities to ensure efficient and effective handling of customer enquiries.
- Managing customer queries related to rates, claims, and general administrative tasks. Oversee KPI reporting, ensuring accurate and timely submissions.
- Participating in regular customer KPI meetings alongside operations colleagues, with a focus on identifying and implementing continuous improvement opportunities.
- Coordinating the team’s rota, holidays, and workload distribution to ensure optimal coverage and service levels.
- Supporting team members with training and development, ensuring high performance and adherence to service standards.
- Liaising with other departments, including operations, finance, and sales, to ensure smooth communication and resolution of customer issues.
- Maintaining a strong understanding of customer contracts, service agreements, and company policies to address and resolve escalations effectively.
- Preparing and presenting reports related to customer service performance, claims management, and other relevant metrics

**About you**

Proven experience in a supervisory role within customer service or a similar environment. Strong proficiency in Excel (required) for data analysis, reporting, and KPI management. Familiarity with Outlook, Word, and experience with Transport Management Systems (TMS) is advantageous. Excellent communication and interpersonal skills, with the ability to lead and motivate a team. Strong organisational skills with attention to detail and the ability to manage multiple priorities. Problem-solving mindset with a focus on continuous improvement and customer satisfaction. Ability to work collaboratively with operations and other departments to drive efficiency and customer service excellence. Preferred Skills: Experience in the logistics, transport, or related industry. Prior experience dealing with customer claims and handling rate-related enquiries. Knowledge of continuous improvement methodologies (e.g., Lean, Six Sigma) is a plus.

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.

Be a valued member of a diverse team at DFDS and help drive change together.

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.

Now about what we can give you. You’ll be able to access some fantastic benefits such as:

- Holiday Purchase Scheme
- Health Plan with HSF -Includes benefits like money back on dentistry and glasses etc.
- Free ferry travel for up to four guests between Dover and Calais / Newcastle and Amsterdam with no limit on trips

**We look forward to hearing from you.