Customer Interaction Shift Leader


Are you passionate about helping people and ensuring they receive a top-class welcome? Do you motivate the team around you and step up when others shy away? Are you looking for a role where you show, how the importance of strong communication, can enhance the customer service experience? If so, a Customer Interaction Shift Leader position we have in Newcastle could be the perfect fit for you!!!


We are expanding our team in Newcastle, you will be working five from 7 days per week, 8 hours per day. We are looking for a friendly, customer care and process driven individual. It is essential for us as a business that we deliver great customer service so you will need to possess strong communication skills with the ability to explain our processes and procedures to internal and external stakeholders. You’ll need to be able to multi-task at a fast past, with the ability to handle enquiries from all customer contact channels whilst also supporting and delivering on all department KPI’s & targets.


The ideal candidate will have sound proficiency and navigation skills around a pc, combined with excellent keyboard skills. A proactive individual with effective communication skills and the ability to build a rapport with the customers, alongside a first-rate telephone manner, clearly spoken, and a solid team player, whilst also being able to lead a team. Previous experience working in a contact centre would be beneficial. We are looking for you to be adaptable & flexible, including evenings and weekends, working in a dynamic and fast paced operation, exhibiting the ability to remain calm under pressure.


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.


Who We Are…. DFDS provides shipping and transport services in Europe, generating annual revenues of EUR 3.6bn. To over 8,000 freight customers, we deliver high performance and superior reliability through shipping and port terminal services, and transport and logistics solutions. For four million passengers, we provide safe overnight and short sea ferry services. We have more than 11,000 employees, located on ships and in offices across more than twenty countries. DFDS was founded in 1866, with our headquarters in Copenhagen, and listed on Nasdaq Copenhagen. In the UK, DFDS prides itself on having signed the Armed Forces Covenant and membership of the Apprenticeship Diversity Champions Network. We are part of the CILT Top 30 Logistics Providers List.


Interested? Apply now! If you’re looking for a varied role and have a desire to work in one of Northern Europe’s leading shipping and logistics company, please send us across your CV!



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