Logistics Claims & Service Lead

Location: Aldgate, London (3 days per week in London office)

Full Time, Permanent role.

About WHSmith

At WHSmith Travel, we’re focused on getting the right product, in the right place, at the right time. Our logistics and supply chain teams are central to keeping stock moving efficiently across our UK and international network. We value innovation, collaboration, and operational excellence — all of which underpin our reputation for reliability and customer satisfaction.

The Role

We’re looking for Logistics Claims & Service Lead to play a key role in optimising stock flow, improving service levels, and supporting our Distribution Centres (DCs) and stores. You’ll work closely with internal teams and external partners, using data-driven insights to support decision-making and ensure our logistics operations align with business needs.

Key Responsibilities

• Partner with the Logistics Service Manager to review and agree store claims, enabling real-time loss management and driving best practice to improve future performance.
• Liaise with supply chain partners including DCs, transport providers, and customs/clearance teams where applicable, to ensure timely delivery of goods.
• Monitor and track shipments, proactively identifying and resolving issues or delays and escalating where required.
• Produce regular weekly and monthly reporting on key metrics such as fill rates, transit times, stock availability, and cost variances.
• Review service levels to stores, identifying root causes of issues and resolving operational pain points.
• Track new product launches to ensure stores are supplied on time and in full.
• Work closely with DCs to resolve queries from store and support centre teams.
• Use multiple data sources to support the wider Logistics team with insight and decision-making.
• Report on progress against the team’s Continuous Improvement plan, supporting process and VCO requirements and escalating risks or delays as needed.

What We’re Looking For

• Strong numerical and analytical skills, with confidence using Excel (including pivot tables and lookups), data analysis, and reporting.
• Excellent organisational skills with the ability to manage multiple priorities under tight deadlines.
• Strong communication skills, with the ability to work effectively with internal teams and external partners.
• Proven stakeholder management skills, engaging with internal departments and stores to deliver results.
• A proactive problem-solver who can respond quickly and effectively when issues arise.
• High attention to detail, with the confidence to challenge data and assumptions.
• Someone who is happy with occasional travel to stores and our Swindon office.

What We Offer

• Competitive salary and benefits package.
• 24 days’ holiday plus Bank Holidays, your birthday off, and the option to buy additional leave.
• Ongoing learning and development opportunities.
• Early finish on Fridays (where business permits).

Why This Role Matters

This role will help free up time across the wider logistics team, enabling greater focus on value-adding initiatives such as:

• Implementation of a new Warehouse Management System (WMS) and improving inbound delivery efficiency and book sorter performance.
• Increasing end-to-end supply chain visibility through cage tracking and delivery media rollout.
• Reducing stock loss and embedding best practice across the business.