Job Description
Job Description
CUSTOMER RELATIONS ADVISOR
6-month Term
Victoria
The opportunity
At BC Ferries, we connect communities along the coast of British Columbia — and at the heart of that connection is exceptional customer care. With increasing customer correspondence volumes during peak season, the launch of the Horseshoe Bay Infrastructure Program, and the global spotlight of FIFA events this year, we are strengthening our Customer Relations team to ensure we continue delivering responsive, thoughtful, and professional service including maintaining timely responses to the Commissioner.
We are seeking a
Customer Relations Advisor
to join our team for six-month temporary assignments. If you are passionate about customer service, thrive in a dynamic operational environment, and excel at handling sensitive and complex issues with professionalism, we'd love to hear from you.
The role
Reporting to the Manager, Customer Relations, you add value and are energized by key areas of oversight such as:
- Providing end-to-end customer support across multiple channels by researching, resolving, responding to, and tracking inquiries and sensitive issues; ensuring consistent corporate messaging; coordinating compensation; reviewing policies for alignment with company objectives; and following up with management to identify improvement opportunities;
- Managing external communications while on shift in the Operations and Security Centre (OSC) by writing and updating Service Notices and Travel Advisories; delivering terminal and operational updates; monitoring signage and Current Conditions; supporting internal reporting; identifying potential media issues; participating in conference calls; and contributing to service recovery communications;
- Assisting in the development and implementation of policies and guidelines for correspondence and customer relations and the ongoing maintenance and improvement of BC Ferries' Customer Service Recovery Plan;
- Collaborating as an integral member of the OSC team to support daily operations and customer communications;
- Assisting in developing, implementing, and managing customer care programs for injured travellers, ensuring timely outreach that demonstrates care and mitigates potential risk;
- Contributing timely and relevant content updates to the Travel Tips webpage as issues arise;
- Receiving, researching, and resolving customer compensation requests in accordance with the Customer Service Recovery Plan to ensure consistent and fair outcomes;
- Monitoring and coordinating incoming customer feedback workflows to ensure timely and effective responses by Customer Relations Advisors and Customer Service Centre staff;
- Identifying trends, issues, and improvement opportunities; liaising with departments to develop or disseminate accurate information and ensure all communication channels remain current;
- Providing customer service guidance, support, and coaching to Customer Service Centre staff and other departments to strengthen and maintain consistent service standards;
- Assisting in developing and distributing clear customer service messaging to support consistent communication of company initiatives;
- Maintaining and updating the Customer Relations Manual, including policies, procedures, standards, guidelines, templates, and best practices;
- Maintaining and improving systems for categorizing customer service issues; analyzing data and reporting trends to Executive and Route Management Teams;
- Coaching and training Customer Relations Advisors and other staff as required;
The successful candidate must have a flexible schedule, be comfortable with working in office and able to provide backfill as scheduled for the Operations Security Centre-Customer Relations Advisor position covering the operational day (5:45am -11:00pm; 8hr shifts) and/or outside of regular business hours as required to cover on a rotational basis seven days a week.
What You Bring To The Team
- A post secondary certificate, diploma or degree in public relations, journalism, communications, business administration or a combination of education and related experience
- 3 to 5 years experience working in a call centre and customer relations type role
- Strong leadership through their reliable performance and positive interaction with others in the company
- A passion for customer service, in particular in the areas of hospitality, tourism and conflict resolution
- Ability to recognize, research, and resolve issues and make recommendations to improve processes
- Demonstrate a high degree of professionalism (particularly with release of sensitive and/or confidential information)
- An agent of change who is driven to ensure outstanding results
- Show a high level of creativity and a willingness to take initiative
- Superior communication skills (both verbally and written)
- Knowledge of customer service and customer service impacts
- Ability to work well under pressure and time constraints and to prioritize competing tasks appropriately
- Demonstrated problem solving, conflict resolution and decision making capabilities
- Team player proficient in working with multiple departments simultaneously
Join us
If this sounds like your next great career move, please submit your cover letter and resume by
March 1, 2026
at 11:59pm
.
Additional Information
The target salary range: $57,400 - $71,700 per annum. The starting salary is determined based on the successful candidate's knowledge, experience and internal equity.
"We connect communities and customers to people and places important in their lives"
At BC Ferries, our employees are our most important assets in delivering our commitment to customer safety, service and satisfaction. We support employment equity and diversity in the workplace and we encourage applications from all qualified individuals including women, visible minorities, Indigenous Peoples, persons with disabilities, persons of diverse sexual orientation, gender identity or expression (LGBTQ2S+), and others who reflect our ever-changing workplace.
We appreciate the interest of all applicants; however only those selected for an interview will be contacted.