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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 flexible working, 25 days leave, and a generous pension scheme.
- Why this job: Make a real impact in the automotive industry with luxury brands.
- Qualifications: Experience in customer service and team management 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
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.
Join our team at East of England Showground, Peterborough, where we maintain a fleet of around 4,000 luxury vehicles, including Mercedes, Volkswagen, Audi, Genesis, and more. With about 150 dedicated colleagues, we are committed to exceptional service and quality. We value our employees, offering a positive work environment and investing in your growth and development. Ready to advance your career with prestigious automotive brands? We want to hear from you!
Typical day / Responsibilities
- 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
- Work with key stakeholders such as operations to ensure the high levels of customer service are delivered throughout the booking process
- Provide consultation and proactive fleet management, adopting best practice and striving for continuous improvement and innovation at all levels
- Collaborate with other account team members and technical teams to ensure that all vehicles are made available and work through the process to ensure KPIs are met
- Coordinate 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 1:1s, set targets and objectives, and work on career plans and employee development
Qualifications
- 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
- Flexible working options – discuss patterns at interview
- Pension scheme with 8% employer contribution and 4% employee contribution
- Free confidential 24/7 GP consultations
- Discounts on hundreds of retail and lifestyle offers
- Loans, savings schemes and free mortgage advice
Visit https://careers.dhl.com/global/en/working-at-dhl-supply-chain to learn more.
About DHL
We’re 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 industries including retail, automotive, healthcare and more.
Building an Inclusive Workplace
At DHL, we’re committed to creating a workplace where everyone’s skills and experiences matter, and where you can be your true self every day. We are proud supporters of the Armed Forces Covenant and value the skills and experience of ex-service personnel.
Note: Interviews are provisionally scheduled to take place during the week commencing 16 February. Applications may be reviewed on a rolling basis and the period may close ahead of the provisional interview date. To ensure consideration, please submit your application early.
Customer Success Lead in Peterborough employer: GB Recruitment (England, Scotland, Wales)
Contact Detail:
GB Recruitment (England, Scotland, Wales) Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Lead in Peterborough
✨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 might even lead to a referral!
✨Tip Number 2
Prepare for the interview by researching common questions for Customer Success Leads. Think about your past experiences and how they relate to the role. We want to hear your success stories!
✨Tip Number 3
Show off your passion for customer satisfaction! During interviews, share specific examples of how you've elevated customer experiences in previous roles. Let your enthusiasm shine through!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re serious about joining the DHL team!
We think you need these skills to ace Customer Success Lead in Peterborough
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in customer service and team management. We want to see how your skills align with the role of Customer Success Lead, so don’t hold back on showcasing your relevant achievements!
Showcase Your Communication Skills: Since strong communication is key for this role, use clear and concise language in your application. We love seeing candidates who can express their thoughts effectively, so make sure your written communication shines through!
Highlight Your Problem-Solving Abilities: As a Customer Success Lead, you’ll be dealing with service issues and finding solutions. Use your application to share examples of how you've tackled challenges in the past. We’re looking for proactive thinkers who can drive customer satisfaction!
Apply Through Our Website: We encourage you to submit your application via our careers page. It’s the best way to ensure it gets into the right hands! Plus, you’ll find all the details about the role and our company culture there.
How to prepare for a job interview at GB Recruitment (England, Scotland, Wales)
✨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 this role is all about driving satisfaction. Be ready to share examples of how you've successfully managed customer accounts in the past.
✨Showcase Your Leadership Skills
Since this position involves leading a team, prepare to discuss your management style. Think of specific instances where you motivated your team or provided constructive feedback. Highlight your ability to set targets and develop career plans for your team members.
✨Prepare for Problem-Solving Scenarios
Expect questions that assess your problem-solving skills. Prepare to discuss how you've handled service issues in the past, including how you escalated problems and recommended solutions. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Familiarise Yourself with the Automotive Industry
Having knowledge of the fleet, automotive, or manufacturing logistics industry will give you an edge. Research current trends and challenges in the sector, and be ready to discuss how you can contribute to continuous improvement and innovation within the company.
