CNS (Community Network Services) is a leading Port Community System provider and a wholly owned subsidiary of DP World, our systems enable the movement of cargo through many of the UK’s ports and airports. CNS’s customers, including many household names of the freight and logistics industry, rely 24/7 on CNS’s systems to manage their operational and customs processes. We provide the platforms that “keep the information flowing” and enable the UK to trade.

This is an exciting time of modernisation and growth for CNS. With an ambitious digital transformation strategy, we can provide individuals with challenging and varied roles. Our teams are focused on the delivery and support of solutions using new technologies and cloud-based infrastructure to enable CNS and its customers to be ready for Brexit and the digitisation of supply chains.

An exciting opportunity has arisen within our Service Desk for a Customer Service Analyst. Reporting to the Service Desk Team Leader, the Customer Service Analyst will provide essential first- and second-line support to our external customers including leading Global shipping lines, ports, express air carriers, freight forwarders, HM Customs and other inspection agencies.

To include duties such as:

• Process new enquiries and company registrations in a prompt and efficient manner
• Monitor emails and answer calls from existing clients in line with the company KPI
• Complete admin and customer account maintenance
• Redirect emails and calls to correct department if required and also perform adhoc duties as required by the business and a timely and professional manner
• Able to take ownership of customer issues and to accurately interpret and communicate detailed customer information
• Ensure all relevant information is captured in ticketing system and advice that is given to customers is accurate and completed fully
• Monitor status of tickets to ensure timely resolution of customer query in line with company KPIs

About you:

• 5 GCSEs at grades 4-9 including Maths and English or equivalent
• Experience of working is a customer service setting and working to set KPIS
• Effective communicator including excellent written and oral communication
• IT and computer literacy
• Ability to deliver excellent customer service/experience in a customer facing role
• Proven analytical skills and able to make decisions under pressure
• Ability to multi-task and have a key eye for attention to detail
• Ability to work as part of a team with a positive attitude
• A flexible approach to work is required as you will be expected to work a rotating shift pattern

What’s in it for you:

Working for us means you will experience varied and exciting work, and brings both the benefits of a small, close-knit company as well as the global umbrella business, DP World.

You will be part of a friendly team working in a collaborative atmosphere, which plays a critical role in the UK’s international trade, backed by one of the world’s largest port operators. You will work with our extremely knowledgeable team who create a great environment in which to learn the company, industry as well as project frameworks and principles.

We place great importance on looking after our staff, which is demonstrated through a wide range of benefits including:

• Opportunity to earn an annual bonus of up to 8% of annual salary (50% financial performance, 50% achievement of personal objectives).
• 25 days holiday.
• Pension scheme – contributions matched up to 6%
• Life assurance.
• Option to join the company BUPA private medical scheme.
• Medicash.
• Flexible benefits platform with a wide range of offers to choose from.
• Free parking.
• Remote working available.

CNS provides services to the air and maritime logistics industries facilitating trade through EU frontiers. As a Customs approved Community System Provider (CSP) with direct connections to CHIEF and UK ICS, CNS's solutions provide processes that enable regulatory compliance, customs release and the efficient movement of cargo through the supply chain.

We pride ourselves on delivering great solutions and service for our customers and seek to hire passionate and motivated people who add value, think ahead and build a legacy.