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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.

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Closing date: 31 Aug 2022

Apprenticeship summary

  • 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).

    Minimum Wage Rates

  • Working week

    Monday to Friday 8.00 am - 5.00 pm (shifts to be confirmed)

    Total hours per week: 40

  • Expected duration

    15 Months

  • Possible start date

    07 Sep 2022

  • Date posted

    27 May 2022

  • Apprenticeship level

    Intermediate
    Level 2 (GCSE)

  • Reference number

    VAC1000049472

  • 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

Communication skills, IT skills, Attention to detail, Organisation skills, Customer care skills, Problem solving skills, Administrative skills, Logical, Team working, Initiative, Non judgemental, Patience

Qualifications

GCSE or equivalent Maths and English (Grade 5 GCSEs at grades 9-4) Desired

About the employer

DFDS provides ferry and logistics services in Europe and Turkey, generating annual revenues of DKK 17bn. Our 8,000 employees are located on ferries and in offices across 20 countries. DFDS was founded in 1866, is headquartered in Copenhagen, and listed on Nasdaq Copenhagen. Our unique network of 24 ferry routes on a fixed schedule, 55 ferries, 8 port terminals, 9,000 trailer and container units, and 8,000+ local ferry and logistics experts across Europe and Turkey will secure on-time delivery, every time. At DFDS Logistics, we provide flexible, cost-efficient and on-time, door-door, full- and part-loads, ambient and temperature-controlled transport, and supply chain solutions to producers of a wide variety of consumer and industrial goods. In close partnership with retailers and manufacturers, we develop and provide performance-enhancing logistics solutions like warehousing services and just-in-time/sequence concepts. All our solutions are supported by a European network of road, rail and container carriers and DFDS’ extensive network of ferry routes, drivers, and trucks. This makes DFDS the largest company combining short sea shipping and logistics in Northern Europe.

Employer

DFDS A/S

Address

Unit 15- 20 Whitfield Court

Whitfield

CT16 3PX

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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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