Customer Experience & Support Apprentice DFDS A/S
To support the Customer Experience team to ensure DFDS delivers the highest standard of customer service to our guests. As a Customer Experience & Support Apprentice your role will be based in our office at the Port of Dover, travelling onboard our ships meeting customers and colleagues within the BU Channel network.
Closing date: 31 Aug 2022
Apprenticeship summary
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Annual wage
£10,004.80
Wages explained
Apprentices are paid for their normal working hours and training that's part of their apprenticeship (usually one day per week).
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Working week
Monday to Friday 8.00 am - 5.00 pm (shifts to be confirmed)
Total hours per week: 40
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Expected duration
15 Months
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Possible start date
07 Sep 2022
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Date posted
27 May 2022
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Apprenticeship level
Intermediate
Level 2 (GCSE) -
Reference number
VAC1000049472
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Positions
1 available
What will the apprentice be doing?
To support the Customer Experience team to ensure DFDS delivers the highest standard of customer service to our guests, continually identifying tasks that are critical to maintaining and enhancing our customer satisfaction levels.
An individual who thrives by building great customer experiences to retain and maintain our important guests, ensuring DFDS customers are not just receiving a mode of transport but an experience.
As a Customer Experience & Support Apprentice your role will be based in our office at the Port of Dover, travelling onboard our ships meeting customers and colleagues within the BU Channel network.
Principal accountabilities will include:
- An ambassador for delivering great customer experiences to our guest, your colleagues look up to you
Support Global Customer Care Teams to resolve post travel complaint investigations - Follow up on customer feedback to prevent reoccurring issues where possible
- Actively work towards improving the customer experience for our organisation
- Conduct customer satisfaction surveys and collect data, using methods such as interviews, questionnaires, automated tools, and focus groups
- Interact with mystery shoppers, share feedback to the organisation to improve our products and services
Look at new initiatives to surprise and delight our guests pre & post travel - Share best practise and new ideas along with celebrating the good experiences and making suggestions for areas of improvement
Work closely with OBS colleagues onboard & ashore to continue to enhance our products and services - To be a liaison for BU Channel PET Travel Scheme with internal and external customers
- Regular travel to other DFDS sites to support & enhance our customer experience within BU Channel
- Have a keen interest in social media, reviewing customer feedback and participate in managing the internal accounts
- Please note that this is not an exhaustive list, and you may be required to undertake other duties requested by your Senior Managers.
Safety/health/environment:
- To ensure that the company’s activities are in accordance with its Safety, Health and Environmental Policy
- To ensure that the company’s activities are in accordance with legal requirements
- To report accidents and incidents to the Terminal Operations Manager and Health & Safety Officer by means of the Accident / Incident Report Form
- To use protective clothing and tools whenever relevant
- To suggest improvements to safety, health and environmental matters
What training will the apprentice take and what qualification will the apprentice get at the end?
Level 2 Customer Service
Functional Skills Level 2 in maths and English
What is the expected career progression after this apprenticeship?
This is an exciting opportunity to join a forward thinking and expanding company. For the right candidate there is the possibility to expand and develop a career with the company and secure a permanent position upon successful completion of the apprenticeship programme.
Requirements and prospects
Desired skills and personal qualities
Qualifications
About the employer
Training
Training provider
SR APPRENTICESHIPS LIMITED
Contact
Louise Spring
louise.spring@sr-apprenticeships.co.uk
07485302270
Apprenticeship standard
Customer service practitioner
Level 2 (GCSE)
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