Customer Specialist - Gourock, United Kingdom - CalMac Ferries Limited

CalMac Ferries Limited

Verified Company

Gourock, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Reports to:
Team Manager

Vacancy Ref: 2204-SB

Contract:
Temporary

Rate of pay:
£12.08 / hour

Location:
Gourock OR Stornoway

Hours per week: 1 x 40 hours per week

Date advertised: 13 June 2023

Closing date: 20 June 2023

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CalMac Ferries Limited

CalMac Ferries Limited is the UK's largest ferry operator in terms of ships and destinations served and one of the largest transport operators in Scotland.

It is a multi-award-winning ferry and port operation and ship management specialist providing essential lifeline services and logístical support to island and remote communities.

Benefits of a career with CalMac Ferries Limited

A rewarding career
A competitive salary
Excellent training, development and career progression
37 days annual leave (prorata)
Staff travel pass for yourself, spouse/partner and dependents
An industry leading pension

Role Overview

You will be responsible for composing, disseminating and quality assuring communications, drawing from a wide range of sources to accurately inform our customers via the various service updates channels including Twitter and Facebook.

As required, support the department with inbound voice and non-voice contacts to meet agreed service level agreements and key performance indicators.

In addition, the Customer Specialist team is the point of contact that invokes first response for emergency incidents (ERST) across the organisation.

You will have a flexible approach and the ability to work in a small, highly motivated team. You will also need to be a proactive, customer-focused team player, who is proficient in verbal and written communication.

Functional Responsibilities/Key Tasks

Responsible for the delivery of exemplary customer service to our internal and external customers by managing customer expectations effectively, efficiently and proactively delivering the best solution for our customers.
Responsible for recording or disseminating information across multiple channels within the agreed service levels.
First point of contact for customer communication across social media service channels, voice and other nonvoice channels.
Collaborate with colleagues across the business to obtain the most uptodate service information to enable informed, concise and consistent communication.
Collaborate with the marketing and customer experience team to form and agree content schedules to ensure travelrelated information is broadcast accurately and timeously across our various websites and social media.
Support the department with the broadcasting of customer experience and insight surveys.
Responsible for accurate monitoring, recording and publishing of daily technical and weather performance related statistics for internal and external customers.
First point of contact that invokes first response for emergency incidents (ERST) across the organisation with responsibility for all internal communications to relevant emergency teams during an incident. *This is a 24hour response service operating on a rotating oncall arrangement.

Qualifications, Skills and Experience

Excellent standard of written and verbal English. Educated to highergrade in English or equivalent.
Experience of working within a Customer Service role, with the ability to quickly build rapport with customers and colleagues.
Exceptional organisational skills with the ability to multitask and prioritise workloads in a fastpaced, customerfocused environment.
Demonstrated IT literacy and proven experience of Microsoft Office 365 and social media platforms.
Attention to detail and accuracy essential, married with the ability to follow processes and perform consistently in a fastpaced environment.
Ability to quickly demonstrate a comprehensive knowledge of our services, including destinations, timetables, vessels, and processes.
A flexible approach combined with the ability to work in a small, highly motivated, customer focused team.
Ability to take responsibility for personal performance and achievement of targets.
Oncall work is required out with opening hours and will be on a rotational basis.

Mon - Fri 5:15 am

9pm,

Sat 5:15am - 8pm

Sun 6:30am - 8pm

Our People:

Values & Behaviours:

To navigate the waters, ensuring life thrives wherever we are_

PEOPLE FIRST
We lead by example and inspire others to give their best.

We work constructively with colleagues in a 'one team' spirit.

LOCALITY
We put the customer at the heart of everything we do.

Weare accountable for our actions and performance.

BRAVERY
We demonstrate good judgement and decision making.

We act with integrity in all that we do.

The recruitment Information pack is designed to provide you with as much information as possible, relevant to the role and the recruitment process.

CalMac Ferries Limited is an equal opportunities employer; as such our selection processes are designed to promote eq