EES Customer Service Agent (fixed term)

Job type: Full-time, Shift, 6-month and 12-Month Fixed-Term Contracts available

Salary: £29,496, plus an attractive benefits package

To deliver exceptional customer service by assisting passengers through the Entry/Exit System (EES) process at the Eurotunnel terminal. This includes guiding travellers through biometric registration, ensuring compliance with border regulations, and maintaining smooth passenger flow, all while providing a safe, friendly, and efficient travel experience.

The EES Customer Service Agent (CSA) works on a 24/7 shift basis within the Customer Service Division, participating in check-in and terminal operations, as the first point of contact for customers arriving at the terminal. The CSA must provide excellent customer service in a warm and welcoming manner.

Responsibilities

• Responding to customer needs to assure their safety and security.
• Support passengers in the Entry/Exit System (EES).
• Optimise vehicle capacity in the EES zone.
• Maintain fluidity throughout the UK terminal.
• Collection of correct tolls payable at check-in.
• Verification and check of prepaid tickets.
• Processing of inquiries and exiting of vehicles through check-in from the control room.
• Verification of HGVs travelling at Freight check-in.
• Processing of account holders' cards, tickets, and credit/debit cards.
• Ensure conditions of carriage are applied.
• Allocation of Single-Deck Vehicles.
• Fulfilling assigned tasks in a mobile vehicle from various stakeholders across the terminal.
• Optimising and overseeing the loading of passenger trains from the overbridge.
• Compliance with the strict company Health and Safety (H&S) policy and procedure, reporting incidents as they occur to minimise injury, loss of property, and loss of process.
• Respect for all company policies, including the environment policy and arrangements for waste disposal.

Qualifications

• A valid UK Driving licence and Passport are essential.
• Excellent communication and customer service skills.
• Demonstrable experience in a customer-facing role, preferably within the travel industry.
• Proficient in the use of Microsoft Office (Word, Outlook, Excel, PowerPoint, SharePoint), web tools and phone-based apps.
• Experience of cash handling would be an advantage but not essential.
• The ability to communicate in French and/or another European language is desirable.

Person Specification

• Demonstrates an understanding of the importance of Health and Safety (H&S) Regulations and shows an appreciation of work procedures, always promoting good practices.
• Follows policies and procedures and complies fully with Legal obligations and safety requirements of the role.
• Enthusiasm to learn and develop the skills required to fulfil the role.
• Excellent communicator at all levels with a proven ability to deliver exceptional customer service.
• Adept in building excellent relationships with others, contributing to a positive team atmosphere.
• Ability to work autonomously and within a team, maintaining a high standard of service at all times.
• Ability to demonstrate a logical/problem-solving approach, acting with confidence in real-time.
• Friendly and approachable at all times.
• Ability to work under pressure, use initiative, and remain calm, to support the operation and work colleagues.
• Ability to complete forms clearly and concisely.
• Motivated by change and the learning of new systems and technology.
• Reliable, punctual, and flexible, to meet operational demands and business needs.
• Presentable and confident to project a positive image of self and Eurotunnel.
• To meet the required medical standard for the role.
• To work a roster, which covers a 24-hour period, 7 days a week.