Customer Services Manager

BE AN ESSENTIAL PART OF EVERYDAY LIFE

Position: Customer Services Manager
Grade: L
Contract Type: Permanent (Full-Time)
Salary - £30-32000
Location - Airport Road, Belfast

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 changes … we'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 join … keep reading.

We make promises to our customers, and we'll make promises to you too. The key responsibilities in this role include;

• Ensure team members capture all customer queries and escalations through the helpdesk and measure performance through SLAs;
• Drive operational performance through collation of queries and escalations, and provide a breakdown of performance to further improve customer satisfaction;
• Provide daily summary of performance to Site Operational teams and GMs;
• Provide weekly customer performance updates and attend customer meetings;
• Identify root cause analysis to reasons why issues have been raised as query or escalation and provide information to GMs and continuous improvement team;
• Supporting the management of projects as per customer strategy and account plan on time and to budget, often to tight deadlines.

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

• Possess a minimum of 3 years proven experience of developing customer relationships in a complex and fast moving environment;
• Ability to work well under pressure;
• Strong interpersonal skills and an effective influencer;
• Good communication skills both written and verbal;
• Excellent people management skills;
• Flexibility to work extended hours to meet the needs of the business;
• Good knowledge of Microsoft Applications (particularly Excel);
• Experience of 3rd party logistics would be advantageous.

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, cycle to work scheme and financial education. You and your family can access our benefits portal on the go, with hundreds of retail and lifestyle discounts including affordable refurbished and recycled technology and services such as free mortgage and Will advice. We also offer yearly free flu jabs and give you access to our Private Medical Insurance through AXA Health. All this and more are hosted on our Benefits platform which you will have access as a DHL Employee.

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 Northern Ireland. 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 organisation.