Contact Centre Agent
Posted 3 days ago by Stena Line
Negotiable
Undetermined
Undetermined
Holyhead, Wales, United Kingdom
Summary: An exciting opportunity exists for a Customer Service Agent to join the Contact Centre team in Holyhead, responsible for managing Stena Line bookings and customer inquiries through phone and digital channels. The role emphasizes enhancing sales and providing excellent customer support in a dynamic environment. Candidates should be skilled in customer service and sales, with a focus on achieving sales targets and ensuring customer satisfaction. The position offers variable hours and opportunities for continuous training and development.
Key Responsibilities:
- Manage incoming calls and emails through main contact lines and CRM system.
- Provide expert advice on available products while upselling to enhance booking value.
- Work towards sales targets by maximizing revenue and conversion rates.
- Address customer queries efficiently, ensuring a seamless experience.
Key Skills:
- Accustomed to working in a busy customer support and sales environment.
- Good numerical skills.
- Able to quickly and accurately enter data into systems.
- Strong communicator.
- Proactive contributor who works well as part of a team and enjoys working under pressure.
- Adaptable, flexible, and reliable.
Salary (Rate): undetermined
City: Holyhead
Country: United Kingdom
Working Arrangements: undetermined
IR35 Status: undetermined
Seniority Level: undetermined
Industry: Other
Location: Holyhead
Contact duration: May-September 2026
Pay rate: £12.93
An exciting opportunity has arisen for a skilled Customer Service Agent to join our Contact Centre team in Holyhead. In this role, you will be part of a dynamic customer support team, responsible for handling Stena Line bookings and assisting with customer inquiries primarily via phone and digital channels. With a professional and friendly approach, you will help enhance sales and support customers planning their travel with us.
Some of your key responsbilities:
- Manage incoming calls and emails through our main contact lines and CRM system.
- Provide expert advice on available products while upselling to enhance booking value.
- Work towards sales targets by maximizing revenue and conversion rates.
- Address customer queries efficiently, ensuring a seamless experience.
What You Will Experience At Stena Line, we believe everything is connected. By bringing people and goods together, we enable businesses and societies to grow. As a company, we are on an exciting journey driven by technology and new digital habits, developing our business to create outcomes that matter to our customers.
Benefits
Concessionary travel on any route on the Irish Sea/North Sea
Company pension & life assurance scheme
Recognition scheme
Employee Assistance Programme
Great working environment
Sea and Shore
Continuous training, coaching and development within a helpful and encouraging environment with progression opportunities
Who You Are
At Stena Line, we believe in connectivity – bringing people and goods together to help businesses and communities grow. Our company is on an exciting journey, embracing new technology and digital advancements to improve customer experience and business operations.
Qualifications & Skills:
Accustomed to working in a busy customer support and sales environment
Good numerical skills
Able to quickly and accurately enter data into our systems
Strong communicator
Proactive contributor who works well as part of a team and enjoys working under pressure
Adaptable, flexible and reliable.
Interested? We have variable hours positions based in Holyhead within our Contact Centre. To apply, please register your profile and send in your CV in English as soon as possible but no later than 30th April 2026. We are having an ongoing selection, so do not wait with your application. Please note that due to GDPR we do not accept applications via e-mail or postal service. Please note - Interviewing for this opportunity will be taking place on Wednesday 29th April 2026 and Friday 1st May 2026 as this is an ongoing selection process. If you have any questions regarding the position you are welcome to contact Nicola Roberts at [email protected] or about the recruitment process you are welcome to contact Phil Howarth, Talent Acquisition Co-Ordinator, [email protected] Please note that we kindly decline any offers from recruitment or staffing agencies regarding this recruitment.
About Stena Line
As a leader in sustainable shipping, Stena Line has Europe’s most comprehensive route network focusing on transportation of both passengers and freight. We have over 5,900 employees in our Stena Line family across Scandinavia, around the UK and the Baltics, all actively support the daily business. Our purpose is to be a trusted link between people, places and societies. We play a vital role in keeping everything connected. We make sure people and goods arrive where they need to be, enabling business to thrive and societies to grow. We connect family and friends, and make it possible to explore new destinations or revisit favourite places. We are committed to maintaining and developing a sustainable working environment, free from harassment, that gives equal opportunities to everyone. We embrace equality, diversity and inclusion – and welcome all applicants.