Customer Account Manager

Location: In between Gatwick and Stansted Airport (Can be flexible on where you can be based either Gatwick or Stansted)

Salary: £45,000

Shift Pattern: Monday to Friday, 9.00am to 5.00pm

Role Purpose:

To liaise with the Airport Retail Teams and existing customers on all aspects of the business of the Organistion to ensure customer satisfaction and a high quality service are maintined at all times for the Gatwick Logistics Consolidation Centre, Gatwick Recycling, Post Room and Stansted Airport. In addition, this role will work closely with the Regional General Manager in the identification and implementation of growth opportunities within the retail business through customer engagement on the account management plan.

Key Responsibilities in this role will include:

• Day-to-day management responsibility of the Customer Services department and Post Room contract, ensuring all critical targets are met. The Customer Services department deals with over 400 Airport partners, including 150 retailers at Gatwick and MAG. Liaison with Airport Retail Commercial Teams to ensure we are supporting with customer service to their contracts


• Work closely with the Regional General Manager and Operational departments to identify and implement growth opportunities & service level improvements


• Attend regular meetings with existing customers to best understand their requirements and offer DHL solutions to improve the service they receive


• Manage the Customer Satisfaction Survey process and work with the Account Manager to develop sustainable solutions to improve levels of service


• Performance managing certain supply chains where appropriate whilst liasing with the Account Manager for escalation process where persistent negligence is taking place


• Act as a point of contact between internal departments and customers, ensuring information is disseminated


• Work with customers to pro-actively identify logistical problems and through DMAIC creating long term solutions in place to permanently resolve them


• Proactively manage and liaise with customers regarding potential detrimental changes to normal service


• Make decisions on and process customer requests for direct issues, special picks and emergencies, liaising with all associated departments


• KPI management of all LOGICS targets and investigating where appropriate


• Ensuring that the Customer Service Advisors articulate the correct and concise response to all accounts on any enquiry providing training and help where necessary


• Provide regular statistical information based on activity and customer service levels both as a department and as a site


• Ensure that the maintenance of StyleFlow configuration documentation is carried out by the team.


• Management of small-scale projects as per customer request and account management plan on time and to budget, often to tight deadlines


• Line management responsibility of small team of Customer Service Advisors and Mailroom Operative incl. coaching and development as appropriate, in accordance with all DHL People Processes (absence, engagement, performance management and development)


Key skills and experience in this role will include:


• 2 years' + experience of customer services industry preferred logistics industry


• Experience of the Airline / Passenger Gateway industry beneficial


• Demonstrable experience of working within a heavily focused Customer Services environment


• Demonstrable experience of managing high-performing teams


• Demonstrable experience of process improvement and project management (preferably DMAIC and DePICT methodologies)


• Cross department engagement (Operations, Customer Services, Customer, Suppliers, etc.)


• Aware of financing, knowledge of working with budgets / within budgetary constraints


• At least 2 years of experience of directly managing a team (or indirectly matrix managing a team)Managers will be reporting in directly


What will you get in return?

As a part of a growing DHL population you will receive access to a variety of our excellent benefits which could include; 25 days holiday, pension scheme, medical cover, childcare vouchers, retail discounts, flexible working, training, development and secondments opportunities and MANY MORE.

What you'll need to do next?

If you have a proven track record of achievement to match the requirements for this role and you are looking for your next career move, simply apply online ensuring that a full up to date CV is attached with your application.

We will ensure that all our resourcing activities are fair, transparent and consistent across the UK. We want to ensure that the candidate experience is of the highest professional standard.

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 organis


• 2 years' + experience of customer services industry preferred logistics industry


• Experience of the Airline / Passenger Gateway industry beneficial


• Demonstrable experience of working within a heavily focused Customer Services environment


• Demonstrable experience of managing high-performing teams


• Demonstrable experience of process improvement and project management (preferably DMAIC and DePICT methodologies)


• Cross department engagement (Operations, Customer Services, Customer, Suppliers, etc.)


• Aware of financing, knowledge of working with budgets / within budgetary constraints


• At least 2 years of experience of directly managing a team (or indirectly matrix managing a team)Managers will be reporting in directly
  
  As a part of a growing DHL population you will receive access to a variety of our excellent benefits which could include; 25 days holiday, pension scheme, medical cover, childcare vouchers, retail discounts, flexible working, training, development and secondments opportunities and MANY MORE.