Customer Service Coordinator reference: 34224

<div><div><div><p><span><strong>Contract Type:- Fixed Term Contract </strong> (Full-Time) - 6 Months</span><br><span><strong>Shift patterns: 5 days on 3 days off - AM shift 06:00 - 15:00 / PM shift 14:00 - 23:00</strong></span><br><span><strong>Location: Heathrow Airport (TW6 2GA)</strong></span></p> <p><span><strong><u>PLEASE NOTE: The role is based within an airport. You will be required to undergo a security/background check if you are to be successful for this position.</u></strong></span></p> <p><span>Ready for your career to take off? Did you know that DHL, an award-winning leading supply chain business, also provides cabin cleaning services at many UK airports? We're seeking a Customer Service Coordinator to play an integral role in our aviation contract, delivering a first-class service and achieving fantastic results.</span></p> <p><span><strong>WHAT DOES THE ROLE ENTAIL?</strong></span></p> <ul> <li>Maintain a strong operational relationship with all HAC colleagues through clear communication channels. </li> <li>Work closely with the Customer to ensure on-time performance is sustained within the live cleaning operation.</li> <li>Ensure that customer complaints are investigated within SLA and corrective action and preventative action is implemented where applicable.</li> <li>Compile a reporting log of all operational downtime and disruption incurred, and monitor the agile BA operation alongside ours, capturing all significant events.</li> <li>Monitor daily Op-def reports working closely with BA engineering team on gaining access to aircraft that are parked. Escalating to the BA CSCS team with any power & jetty issues.</li> <li>Monitor and react on changes in flight timings, aircraft changes and escalation to the Airside team.</li> <li>Liaise with all stakeholders in the HAC (Stand Planning, Aircraft Movements, Critical services, and other Airport services)</li> <li>Oversee allocation of tasks using INFORM system and BA FIDSMON screen whilst escalating any potential impact to customer proposition to HAC terminal controller.</li> <li>Develop positive working relationships with the customer (CSC team, cabin crew and TRM community).</li> <li>Attend daily internal operational calls throughout the course of the day and attend Ops wash ups.</li> <li>Report activities to ensure a safe, secure, clean and fair working environment.</li> <li>Complete an End of Day Shift report with any information that is important at handover between shifts.</li> </ul> <p><span><strong>WHAT DO WE NEED FROM YOU?</strong></span></p> <p><span>We'd love to hear from you if you have the following experience but don't hesitate to apply if you don't tick every box on this page - we're great at spotting talent and potential in everyone:</span></p> <ul> <li>Customer service experience essential</li> <li>Airport ramp knowledge beneficial.</li> <li>Experience gained working in a pressurised environment.</li> <li>Control room or call centre experience.</li> <li>Reporting and collating information.</li> <li>Competent Microsoft Office/Excel user</li> </ul> <p><span><strong>SECURITY PROCESS TO WORK WITHIN AVIATION AND TRAVEL AT DHL</strong></span></p> <ul> <li><span>Be able to provide five years address history</span></li> <li><span>Be able to provide five years reference history (employment/education/benefit claim/character)</span></li> <li><span>To obtain a full airside ID</span></li> </ul> <p><span><strong>WHY CHOOSE US?</strong></span></p> <p><span>As well as competitive pay rates, you will be entitled to an award-winning range of benefits including:</span></p> <ul> <li><span>Free confidential 24/7 GP service</span></li> <li><span>Hundreds of discounts (including retail, childcare + gym)</span></li> <li><span>Affordable loans & enhanced pension scheme</span></li> <li><span>24/7 employee support service for you (+ family) with access to free counselling and much more: <ahref="https://careers.dhl.com/global/en/dsc-benefits">https://careers.dhl.com/global/en/dsc-benefits</a></span></li> </ul> <p><span><strong>OUR APPROACH TO DIVERSITY & INCLUSION</strong></span></p> <p><span>We will ensure that all our resourcing activities are fair, transparent and consistent across the UK. Find out more about our global approach to Diversity, Equity, Inclusion & Belonging: <ahref="https://careers.dhl.com/global/en/diversity">https://careers.dhl.com/global/en/diversity</a></span></p> <p><span><strong>BE AN ESSENTIAL PART OF EVERYDAY LIFE</strong></span></p> <p><span>DHL is the global leader in Supply Chain management and we keep the world moving. Our expert teams work together to deliver for our customers across a range of industries including retail, automotive, healthcare and more, so they can deliver to their custom</span>ers.</p> <p>#UKIDSCWellBeing</p></div></div></div>