Live Chat and Social Media Team Manager
| Posting date: | 19 November 2025 |
|---|---|
| Hours: | Full time |
| Closing date: | 05 December 2025 |
| Location: | Ipswich, IP1 5LL |
| Company: | Vacancy Filler |
| Job type: | Permanent |
| Job reference: | OCT20253522 |
Summary
Fred. Olsen Cruise Lines is a family-run business that has been offering exceptional cruise experiences for over 170 years. With a fleet of ships that provide intimate, friendly, and immersive voyages, we are committed to delivering world-class service with a personal touch. Join us and be part of a proud heritage that is all about making lasting memories for our guests.We are looking for a dynamic individual who is passionate about delivering exceptional digital customer experiences and driving meaningful engagement across all online channels. In this role, you’ll inspire, support, and develop a team of Advisors to deliver warm, responsive, and high-quality interactions that truly reflect our organisation’s values. If you’re driven by performance, quality, and helping guests feel genuinely heard and supported, we’d love to hear from you.As the Live Chat and Social Media Team Manager, you will ensure that guest interactions across chat and social platforms are timely, accurate, and aligned with our tone of voice and brand guidelines. You will use dashboards, reporting tools, and social listening platforms to monitor activity, spot emerging issues, and identify trends or common challenges. Your insights will help improve efficiency and elevate the guest experience, and you’ll provide valuable feedback to internal teams, including Marketing, Digital, and Operations on recurring themes and customer sentiment.We are eager to hear from candidates with strong experience in live chat and social media engagement, as well as an analytical mindset with the ability to interpret performance data and turn insights into action that boost team performance, elevate service quality, and strengthen the guest experience across all digital touchpoints.This is a Full-Time, permanent position working 35 hours per week,(Monday - Friday 9:00am - 5:00pm) based at our Head Office (Fred Olsen House, 42 White House Road, Ipswich, Suffolk, IP1 5LL) offering a hybrid work pattern of 3 days in the office and 2 days at home.Attached to this advert you will find a detailed Job Profile and an overview of the staff benefits we offer.Fred. Olsen Cruise Lines offer a wide range of benefits including BUPA medical, Life Assurance, enhanced maternity and paternity pay, discounted holidays and cruises, plus retail discounts and cash back incentives through our MyBenefits scheme. Attached to this advert you will find a full job description and details of our Company benefits on offer.Our Values:We are caring - “We trust and care for each other, our guests and our environment”Always deliver a warm and friendly welcome, always make time to listen, look out for each other’s safety, security and well-being, strive to help protect the environment for future generations.We are positive - “We live and share a positive attitude”Motivate each other with positive energy, always see the opportunities in new ideas, believe it’s better to learn than never try, always look for ways to add value and make a difference.We are real - “We are always ourselves and respect others”Bring our real selves to work and perform, respect and embrace all our different personalities and cultures, have the courage to admit when we are wrong and have the strength to act on it, have a voice and encourage open, honest communication.We are a team - “We are more than a team; we are a family”Share experiences and learn from each other, adapt, respond and pull together to drive results, together we recognise and celebrate our achievements.As an equal opportunity employer, we celebrate diversity and are committed to creating an inclusive environment for all employees. We want to ensure that you feel supported throughout the application process and provide reasonable adjustments where necessary and requested. If you require any reasonable adjustments as part of your application and interview process, please do not hesitate to let us know.