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- Tasks: Lead a team to enhance customer experience and solve service issues.
- Company: Join DHL, a global leader in supply chain management.
- Benefits: Enjoy 25 days annual leave, flexible working, and a generous pension scheme.
- Why this job: Make a real impact in the automotive industry with luxury brands.
- Qualifications: Experience in account management and team leadership is essential.
- Other info: Dynamic work environment with opportunities for personal growth.
The predicted salary is between 28800 - 43200 £ per year.
Location: Peterborough (PE2 6XE)
Grade: RCS. L
Shift patterns: Monday-Friday. Day time hours
Contract Type: Permanent (Full-Time)
DHL are excited to be hiring a Customer Success Lead based in Peterborough to support our Finished Vehicle Solutions operation. We are looking for someone who thrives on building relationships and elevating customer experience and to play a key role in leading, motivating, and developing a team of Customer Service Specialists and Administrators to deliver high standards. If you are passionate about driving customer satisfaction, supporting key partnerships, and leading with a proactive, solution-focused mindset, this could be the perfect next step in your career.
A TYPICAL DAY MAY INVOLVE:
- Acting as the main point of escalation dealing with service issues and problem solving, communicating at all times with the different brands within the accounts remit.
- Respond to or escalate customer issues within clear guidelines and recommend solutions (e.g delays/reporting failures to systems).
- Collate and distribute key monthly reports taking the time to analyse and feedback trends and insights.
- Working with key stakeholders such as operations to ensure the high levels of customer service are delivered throughout the booking process.
- Providing consultation and proactive fleet management, adopting best practice and striving for continuous improvement and innovation at all levels.
- To work in collaboration with the other account team employees and technical teams to ensure that all vehicles are made available and work through the process to ensure we do not fail KPIs.
- Co-ordinate operational meetings to discuss departmental priorities and work together to deliver objectives.
- Stakeholder management liaising with workshop, bodyshop, logistics, valeting and other key departments.
- Conduct regular team 121's setting targets and objectives, working on career plans and employee development.
THIS ROLE WOULD SUIT PEOPLE WHO:
- Previous Account Management/Customer Service Manager or equivalent is essential.
- Previous team management experience is essential (managing a team of up to 10 people).
- Strong communication skills (verbal and written) across all levels of seniority.
- Fleet, Automotive or Manufacturing Logistics industry experience would be beneficial.
- Ability to lead a team - Challenge in the right way and provide constructive feedback on development opportunities.
- Ability to extract and present data to stakeholders and customers.
- Strong level of IT skills/knowledge.
- Self-starter and motivated, with the ability to work with limited supervision.
WHY JOIN US?
- Free on-site parking.
- 25 days annual leave.
- We are happy to talk about flexible working - just ask about alternative patterns at interview.
- Join our generous pension scheme and benefit from an 8% employer contribution, alongside a 4% employee contribution.
- Free confidential 24/7 GP consultations.
- Hundreds of retail and lifestyle discounts.
- Affordable loans, savings schemes and free mortgage advice.
WHO WE ARE:
We are the global leaders in supply chain management with 188,000 people in over 50 countries. Our expert teams work together to deliver for our customers across a range of industries including retail, automotive, healthcare and more.
BUILDING AN INCLUSIVE WORKPLACE:
At DHL, we are all about creating a workplace where everyone's skills and experiences matter, and where you can be your true self every day. As proud supporters of the Armed Forces Covenant, we value the skills and experience of ex-service personnel and are dedicated to helping our veterans find jobs.
Please be aware that interviews are provisionally scheduled to take place during the week commencing the 16th February. Applications received after this date may not be considered but will be added to our talent pool for future opportunities, subject to your consent. Please also be aware that we review applications continuously and where we have a large number of applications the application period may close ahead of the provisional interview date. To ensure your application is considered we recommend submitting it as early as possible.
Customer Success Lead employer: DHL Supply Chain
Contact Detail:
DHL Supply Chain Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Lead
✨Tip Number 1
Network like a pro! Reach out to current employees at DHL or in the automotive industry on LinkedIn. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Prepare for the interview by practising common questions related to customer success and team management. We recommend using the STAR method (Situation, Task, Action, Result) to structure your answers and showcase your experience effectively.
✨Tip Number 3
Show your passion for customer satisfaction! During interviews, share specific examples of how you've improved customer experiences in the past. This will demonstrate that you’re not just about numbers but genuinely care about people.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email reiterating your interest in the role can leave a lasting impression. Plus, it shows that you’re proactive, which is exactly what they’re looking for!
We think you need these skills to ace Customer Success Lead
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Success Lead role. Highlight your experience in account management and team leadership, as these are key aspects of the job. We want to see how your skills align with what we're looking for!
Showcase Your Communication Skills: Since strong communication is essential for this role, use clear and concise language in your application. We love seeing candidates who can express their thoughts effectively, so don’t hold back on showcasing your verbal and written skills!
Demonstrate Your Problem-Solving Abilities: In your application, share examples of how you've tackled challenges in previous roles. We’re looking for someone who can handle service issues and provide solutions, so let us know how you’ve done this in the past!
Apply Early!: Don’t wait until the last minute to submit your application. We review applications continuously, and applying early gives you a better chance of being considered. Head over to our website and get your application in as soon as you can!
How to prepare for a job interview at DHL Supply Chain
✨Know Your Customer Success Basics
Before the interview, brush up on key customer success principles. Understand how to build relationships and elevate customer experience, as these are crucial for the role. Be ready to share examples of how you've successfully managed customer accounts in the past.
✨Showcase Your Leadership Skills
Since this role involves leading a team, prepare to discuss your management style. Think of specific instances where you motivated your team or resolved conflicts. Highlight your ability to provide constructive feedback and set clear objectives for your team.
✨Prepare for Problem-Solving Scenarios
Expect questions that assess your problem-solving skills. Prepare to discuss how you've handled service issues or escalated customer concerns in previous roles. Use the STAR method (Situation, Task, Action, Result) to structure your responses effectively.
✨Familiarise Yourself with the Automotive Industry
Having knowledge about the fleet and automotive sectors will give you an edge. Research current trends and challenges in the industry, especially related to logistics and customer service. This will help you engage in meaningful conversations during the interview.
