Job Description

A Customer Operations Agent plays a key role in delivering a smooth, safe and customer-focused check-in and boarding experience for both freight and tourist traffic. Supporting the management team, they handle a wide range of operational duties including processing passengers and vehicles, managing boarding and disembarkation, and ensuring accurate records of traffic and deck allocation. The role requires strong attention to safety and security, as well as flexibility to respond to changing operational demands.

Key responsibilities and duties:

• To check in and process traffic travelling through the Port of Larne (including 3rd party Contracts
• To ensure the correct handling of hazardous cargo, high security and abnormal loads
• To assist in maintaining an accurate count of passengers and vehicles, and accurately record desk allocations
• To board and disembark foot passengers using company vehicles subject to holding the relevant licence, and in accordance with company and legislative requirements.

The ideal candidate will:

Demonstrate effective communication skills

Able to clearly share information with colleagues and customers, both face-to-face and over radio/phone, ensuring smooth day-to-day operations.

• Hold a full, valid driving licence
  Required to safely operate company vehicles and move around the port or operational areas as needed

• Work well as part of a team
  A collaborative approach, supporting colleagues and contributing to a positive team environment to achieve operational goals
• Thrive in a fast-paced operational environment
  Comfortable working under pressure, adapting to changing priorities, and maintaining accuracy and safety during busy periods
• Show flexibility in working patterns and duties
  Willing to work shifts, overtime, and adapt to operational requirements, including covering different roles when needed

Desirable:

• A positive, can-do attitude
  Brings energy and enthusiasm to the role, with a willingness to learn and take on new challenges
• Strong time management skills
  Able to prioritise tasks effectively, meet deadlines, and manage workload independently
• Previous customer service experience
  Experience dealing with customers in a professional manner, ensuring a high standard of service is maintained

If you have further questions then please reach out to the hiring manager Roy Ferguson, Senior Port Duty Manager, for an informal discussion.

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 colleagues. 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