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 a Bookings and Customer Service Agent.
Be part of the movement – and play your part.
About the role
We are seeking a proactive and customer-focused individual to deliver professional, efficient sales and service support across both freight and tourist passenger markets. This role is central to ensuring a seamless customer experience, handling reservations and enquiries across multiple channels while resolving queries promptly and effectively at the first point of contact.
This role will require you to work any 5 from 7 days per week on an 8 hour variable shift pattern - this includes a mixture of days, afternoons and evenings.
You will be responsible for
Manage freight and passenger reservations, amendments, and cancellations via phone, email, and face-to-face enquiries within the travel centre, including professionally covering and managing the front desk to welcome customers and handle walk-in enquiries.
Provide accurate information on schedules, availability, fares, and services to support customer decision-making and drive sales.
Process ticket sales and payments securely, ensuring all transactions are recorded accurately within company systems.
Respond to and resolve customer queries, requests, complaints, and service issues efficiently, escalating where necessary.
Maintain clear communication with operational teams to ensure smooth booking fulfilment and high levels of customer satisfaction.
About you
You are a confident and customer-focused professional with strong PC literacy and excellent keyboard skills, comfortable navigating multiple systems with speed and accuracy. With a clear speaking voice and professional telephone manner, you communicate confidently across phone, email, and face-to-face interactions, building rapport quickly and delivering a positive customer experience at every touchpoint.
Detail-oriented and highly organised, you take pride in getting things right first time. You thrive in fast-paced, challenging environments and remain calm under pressure, making swift, sound decisions that support both customers and colleagues. A natural team player, you bring a collaborative mindset while also being able to work independently when required. Flexible and reliable, you are happy to work a range of shifts, including evenings and weekends, and are motivated by delivering exceptional service every day.
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, let’s talk about what we can offer you.
When you join us, you become part of a fantastic business that genuinely invests in the growth and development of its people. Alongside a supportive culture, you’ll have access to a range of excellent benefits, including:
Pension Scheme – After successfully completing your probation, you’ll have the opportunity to join our Company Pension Scheme. Plus, members of the scheme may also be eligible for life assurance (subject to criteria).
Holiday Purchase Scheme – Flexibility to buy additional holiday days to suit your lifestyle.
Bike to Work Scheme – Save money and stay active with our cycle-to-work initiative.
HSF Assist – Our employee assistance programme offers a variety of support services, including a GP Advice Line, Virtual Doctor, Counselling and Emotional Wellbeing Support, and a Legal Helpline.
Health Plan with HSF – Enjoy benefits like cashback on dental treatments, glasses, and more.
MyGym – Access great discounts at hundreds of gyms, health clubs, leisure centres, outdoor bootcamps, and studios offering yoga, Pilates, CrossFit, and more.
Free Ferry Travel – Enjoy unlimited free ferry travel for up to four guests between Dover and Calais or Newcastle and Amsterdam.
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.
