Operations Customer Service Manager Full Time

Immingham, Lincolnshire
DFDS

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 Operations Customer Service Manager.

Be part of the movement – and play your part

About the role

Working Monday to Friday, 9am to 5pm as the Operations Customer Service Manager you will Manage departmental efficiency by collaborating with Customer Service Team Leaders and stakeholders to improve processes, enhance the working environment, and maintain workforce morale.

You will be responsible for:

• Working closely with the process team and allocate, control, and deploy labour in conjunction with defined plans and prioritise work.
• Assisting the team with any problems as they occur so that disruptions and delays are avoided or kept to a minimum.
• Reports to be provided by the Data Analyst Team, the reports are to be relative to the operational department and monitored and acted upon accordingly.
• Empowering your team to monitoring activities to ensure that all operational processes are being handled effectively and efficiently and continually making improvements with the teams on their method of work.

• Obtaining accurate information regarding process times, look for potential issues that could cause any delays.

• Engaging and communicating ensuring that all relevant policies, operating procedures, and service standards are being maintained and further developed with the correct personnel involved.

• Recruiting and leading a team, with an open and honest approach, understanding the requirement whilst listening to the team, and giving support and development as and when required.
• Promoting a culture where the teams are listened and empowered to make decisions, with the support from all colleagues.
• Developing briefings, so that the teams can understand any trends that highlight accidents, incident, and near misses, to raise awareness and collectively come up with solutions on how to reduce these.

• Conducting appraisals with individuals, setting time aside for further development, clear expectations, and goals in accordance with SMART objectives, whilst ensuring that timelines and actions are being completed within the greed timeframe.

• Active involvement for the control of absence management by conducting return to work interviews, offer relevant support and agree documented, structured returns.

• Coaching individuals/teams to ensure that they have a clear understanding of the tasks set out, whilst ensuring support and guidance is given throughout to achieve the goal.

About you

We are seeking a dynamic and experienced leader with a recognised Certificate in Management or equivalent (or working towards it), and proven leadership or coaching qualities. The ideal candidate will have IOSH/NEBOSH certification (or be working towards it), a good standard of education (5 GCSEs at Grade C or above or equivalent), and experience in the relevant environment. They must demonstrate high-level organisational skills, the ability to act on their own initiative, and excellent verbal and written communication skills. The role requires effective collaboration with colleagues, strong time management, and the ability to create and maintain effective working relationships. Candidates should be adaptable to change, understand data analytics, and be computer literate. We value excellent coaching skills, empathy, visionary leadership, and the ability to build trust. The successful candidate will set clear goals, be self-aware, and continuously seek personal development. They will mentor and support team growth, maintain a positive mindset, and engage in building relationships and solutions with all colleagues. Flexibility and adaptability to environmental changes are essential.

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:

• 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 Thrive, our award-winning Wellbeing platform.
• Access to mental health first aid and opportunity to join support webinars with a focus on all areas of positive wellbeing.

Are we a match? Then what are you waiting for? Apply Now.

If you think your personality, skills, experience, and desire match this role, we’d love to hear from you. Please send us your CV as soon as possible, as we’re keen to meet potential candidates on an ongoing basis.

We look forward to hearing from you.