P&O Ferries are proudly part of the DP World family; with over 150 different businesses across over 40 countries and are a world leading enabler of global trade.
A household name for over 180 years, P&O Ferries have a rich heritage in ferry services. Our ships sail across the English Channel; North Sea & Irish Sea and we employ almost 2000 people.
Here at P&O Ferries we are seeking a Customer Communication Officer to join our team here in Dover on a permanent basis.
This is an opportunity to work as part of the Customer Experience team helping to ensure that customer contact is initiated and implemented in line with the Customer Communication strategy, to facilitate and coordinate our service recovery and business continuity plan and to manage our social media profiles and live updates.
The successful candidate will have a proven record in internal or external communications, strong communication skills and a thorough understanding of social media management, both organically and through third party management systems. The role is based between our Dover office and the Port of Dover, working two days per shift in each location. This is an operational role and does not offer working from home.
Key responsibilities and duties:
To provide industry / business leading communication with all customers in all sectors by:
- Providing comprehensive, timely and accurate information across all channels.
- Monitoring, reporting and reacting to social media for the company and our competitors
- Co-ordinating and leading all Business Continuity communications (internally and externally).
- Responding and resolving customer’s complaints from all channels.
- Being aware of emerging trends in communications which increase expectations of our customers and acting on them accordingly.
- Being able to communicate fluently with customers in English. At least one other European language would also be strongly advantageous. To be the company expert on European Maritime Passenger Rights Regulation providing guidance and advice on compliance to other staff.
- Working autonomously to deliver proactive and reactive customer comms, to include sailing and travel information as well as responding to all social media channels; covering B2C and B2B customers as well as internal and external stakeholders (Board of Directors, PR, Marketing, Port Operations, OBS, Masters/Fleet, Customer Experience, port authorities)
- Be the subject matter expert in European Maritime Passenger Rights Regulation and provide guidance and advice on compliance to all UK and Continental Port Duty Managers and Onboard Services Managers, taking action as appropriate to Manage and ‘own’ the operational information and customers comms across all sectors, using all appropriate channels available, such as email, SMS/text messaging, telephone, Twitter, Facebook (and any other emerging social media channels).
- Lead, action and distribute all Business Continuity Plan communications (internally and externally), supporting the Port Duty Managers/Business Continuity Coordinators when disruption impacts P&O Ferries operation
- Engage with online audiences and help maintain relationships with key influencers, ie; port authorities, highways agencies
- Monitor and share via all relevant communication channels traffic/congestion alerts for all UK and Continental Ports and road networks, considering the impact on the whole customer journey
- Respond and resolve online customer complaints, taking into consideration social media protocols
- Monitor, report and react to competitor social media activity
- Liaise with ship/shore managers, and any other relevant authorities as appropriate to gather, record and report on adherence to sailing schedule across all P&O Ferries routes. Provide reports to the relevant stakeholders highlighting any trends/areas for improvement.
- Publish real time sailing updates across all social media channel (incl via Sprout Social), or any other emerging social media channels used by the business
- Compose letters/leaflets for distribution when service is disrupted, using P&O tone of voice - Liaise with Press Office/Communications Team and publish PR updates or press statements/releases via social media, as appropriate
- Prepare and notify of sailing schedule changes/disruption/business continuity by email/SMS/telephone/twitter/Facebook and any other social media channels as and when required by the business
- Monitor and share via all relevant communication channels traffic/congestion alerts for all UK and Continental Ports and road networks, considering the impact on the whole customer journey
- Proactive and reactive responses to comments posted on the P&O Ferries Facebook page.
- Engage with customers on the P&O Ferries Update Twitter page.
- Identify P&O Ferries service-related discussion on review sites incl Tripadvisor and provide an appropriate response
- Build rapport with customers (internal and external)
- Responsible for the day-to-day management of the SMS tool (currently txtlocal.co.uk), including regular organisation of the customer data stored within
- To ensure safety of yourself and others in the carrying out of your duties
- Carry out such other duties as are consistent with your role and your skills and capabilities as may, from time to time, be required by the Company.
- Personally demonstrate appropriate behaviours/ways of working to reflect/support the Company Policy regarding diversity – drive this approach across your Directorate
- Ensure personal behaviour promotes cultural change and reflects the values/behaviours of the business
The ideal candidate will have:
Essential:
- English Language A Level (or equivalent)
- Strong understanding of all social platforms with proven track record of managing different social channels including Facebook and Twitter.
- Experience within a customer focussed organisation, ideally in a Communications, PR or Marketing position
- Ability to deliver the P&O Ferries tone of voice.
- Must be able to work calmly and autonomously in highly pressurised and rapidly changing environments
- Strong communication and influencing skills
- Advanced computer skills including; Microsoft Word & Excel
- Strong administration and organisational skills
- Proactive, with ability to work on own initiative
- Ability to work to defined deadlines and prioritise workload
- Ability to analyse data to provide management reports
- Excellent numeracy and accuracy skills
- Friendly disposition, Team-player and Flexible Knowledge & Skills – Desirable:
- Digital IDM or CIM qualification (or equivalent)
- Good knowledge of the sensitivity of working with social media channels
- Working knowledge of Hootsuite or similar
- Knowledge of SalesForce CRM database or similar
Desirable:
- Strong MS Excel skills
- Previous experience of a social media management platform
- Demonstrable experience in a high trust position
Location – Dover Port and Dover Head Office this role operates on a 4 on 4 off pattern of 7am-7pm shifts, 365 days a year. Night shift (7pm-7am) is required on select dates throughout the year and planned in advance.
At P&O Ferries we want you to be you. Not only will that make us stronger but will allow us to bring authenticity to everything we do. We know our customers come from all walks of life and so do our employees. We are all about connecting the world and that starts with finding connections with who you work with.
When we recruit we want to you to bring your whole self to work and we are working towards increasing diversity across all of our employees. We know we cannot be the best unless we recruit the best regardless of race, gender, sexual orientation, gender identity or expression, lifestyle, age, educational background, national origin, religion or neurodiversity. #pando
