Head of Passenger Customer Service Operations

Do you want to play a key role in ensuring consistently high-quality service across our passenger network? Are you motivated by optimising operational performance and shaping how customer service is delivered at scale?
We are looking for an experienced, people‑centred leader to head our Passenger Customer Service Operations function.

In this role, you will lead a multi‑country operation that plays a critical part in delivering reliable, high‑quality service to our customers every day – while ensuring strong operational performance, high employee engagement, and customer satisfaction.

About The Role
As Head of Passenger Customer Service Operations, you ensure efficient, consistent, and high-quality service delivery across all customer contact channels, while driving operational improvements, cost efficiency, and service accessibility.
You know how to optimise the balance between traditional and digital service channels, supporting a structured transition towards increased use of self-service and automated solutions.

Your role is to:

• Oversee daily customer service operations to ensure stable and efficient service

• Ensure high adherence to service level agreements and performance targets

• Safeguard service continuity and consistently high customer satisfaction

• Lead and develop a team of customer care managers and specialists

Key Responsibilities

• Monitor and drive KPIs (e.g. SLA, CSAT, utilisation, productivity)

• Increase team productivity through improved ways of working, supported by systems and tools

• Standardise and align processes to ensure efficient and consistent customer handling

• Engage with key stakeholders to ensure strong service delivery in both stable operations and during disruptions

Your mandate is to lead the continuous development of our Passenger Customer Service operations. Every contact is a way to learn how we can improve in the future. Therefore, you use your analytical mindset and innovative thinking to seek out opportunities for smoother operations together within your team.

About You
We believe that high performance happens through engaging leadership. You will have extensive experience in customer service, where you have driven high performing teams to ensure even better service.

In short this means you most likely bring:

• Significant experience in customer service leadership

• Proven track record in managing customer care operations and performance

• Strong knowledge of customer care systems, including workforce management, quality management, and knowledge management

• Strong analytical capabilities and proven problem-solving approach

• Clear and effective communication with teams and stakeholders

• A collaborative, people‑centred leadership style that builds trust and drives momentum

Specific experience in transportation and travel is not required. What matters most is your ability to lead with clarity, build trust, and drive momentum.

Working at DFDS

Join the movement and grow with us.

While you’re with us, we want you to develop and we’ll encourage you to challenge yourself to acquire new skills and perspectives. By working at DFDS, you will contribute to the future of the Ferry industry encompassing customer service and digitalising the customer journey.

You’ll be part of a diverse and collaborative community, working across locations and disciplines.

The position is based in Copenhagen and reports to the Director, Head of Ferry Customer Service, and is part of the Customer Service leadership team.

Our Copenhagen headquarters offers a modern workspace with award-winning facilities, and we support flexible working.

Are we a match? Then what are you waiting for? Apply Now.

If you think your personality, skills, experience, and aspirations match this role, we’d love to hear from you. Please apply as soon as possible and before August 5th, as we’re keen to meet potential candidates on an ongoing basis and fill the position as soon as possible.

Are you left with any questions do not hesitate to reach out to Head of Ferry Customer Service at [email protected].

We’re keen to meet potential candidates on an ongoing basis but please note that due to the summer holiday period, there might be a delay in response time, but rest assured that we will get back to you as soon as possible.

We look forward to hearing from you.