Customer Experience Lead

3 months ago

Gatwick Airport, United Kingdom DHL Full time

BE AN ESSENTIAL PART OF EVERYDAY LIFE

Position: Customer Experience Lead

Location: Gatwick Consolidation Centre

Contract Type: Permanent (Full-Time)

Shift Pattern - Monday - Friday, 8am start

Are you a motivated, organized individual seeking a challenging and rewarding opportunity in a fast-paced environment? Would you enjoy being part of a dedicated team that works together to create a relevant, memorable difference in the lives of our customers and employees? If you're looking for change, and you're ready to make changeswe're looking for you.

At DHL our business is logistics, but people are our passion. With over 500,000 team members in 220 countries, we attract and retain great talent. We are one of the most innovative, most culturally diverse companies on the planet. We provide unmatched opportunities for personal and professional development. We really are a, “Best Place to Work.”

If this sounds like a team you'd like to joinkeep reading.

**We make promises to our customers, and we'll make promises to you too. The key responsibilities in this role include;**
- Good Customer Service Communication directly with Stansted Airport/Airport Retailers/Partners and Suppliers.
- Ensure the Customer Service Terminal Liaisons are working towards our agreed SLA's and communicating all information to the Customer Account Manager.
- Work closely with the Customer Account Manager to ensure performance and changes are implemented with the correct departments
- Ensure that customer complaints are investigated within SLA and corrective action and preventative action is implemented where applicable.
- Trend customer complaints ensuring that issues are resolved before more complaints are received of the same nature.
- Support alongside the Customer Account Manager and prepare for Customer meetings/QBR's ensuring all information collated is correct.
- Ensure that all SLAs are met and correctly reported to the Customer Account manager
- Receive and record, in a correct and precise manner, via systems, internal and external enquiries resulting from the services provided by the organisation
- Identify customers unsatisfied lines and action in accordance with individual customer requirements
- Make decisions on and process customer requests for direct issues, special picks and emergencies, liaising with all associated departments
- Liaise with customers and manage return requests, making decisions on the timescale, value, suitability and possible reallocation of the same, within Customer Service Guidelines
- Investigate missing orders
- Represent DHL in Customer meetings and third party meetings

**You won't find another job like the one you'll find with DHL Supply Chain. Now, here's what we need from you**:

- Customer Service Background
- DHL Aviation experience
- Warehouse Management systems experience
- Understanding of the CSS DHL System
- Experience working across wider networks i.e.. National / regional and international advantageous

**Security Process to work within Aviation and Travel at DHL**
- Be able to provide 5 years address history
- Be able to provide 5 years reference history (employment/education/benefit claim/character)
- To obtain a full airside ID

**What will you get in return?**

As a DHL employee you'll have access to a wide variety of benefits aimed at enhancing your wellbeing both at home and at work, from a free and confidential 24/7 GP Service and Employee Assistance Programme to affordable loans, simple savings and financial education. You and your family can also access our mental health app on the go, free mortgage and Will advice as well as hundreds of retail and lifestyle discounts. We also offer yearly free flu jabs and give you access to our Private Medical Insurance through AXA Health. All this and more is hosted on our Benefits platform which you will have access as a DHL Employee.

**What you'll need to do next?**

The Company is committed to providing equality of opportunity for all employees. Furthermore we aim to ensure our workplaces are free from discrimination and that not only employees but also our potential future employees are treated fairly and with dignity and respect. We will ensure that equality of opportunity maintains a high profile in our organisation.

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