Customer Service Coordinator

Pay Rate: £30,906
Grade: O
Contract Type: Permanent (Full-Time)
Shift patterns: 5 on 3 off - Rotational shifts - 6am- 3pm / 2pm - 11pm
Location: Heathrow, TW6 2GA

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.

Think you know DHL? Think again! We're not just about delivering parcels. DHL Supply Chain is the world's leading logistics company, providing top-notch ground handling services at numerous UK airports. Join us in our mission to deliver excellence in aviation logistics!

We're now looking for a Customer Service Coordinator to play an integral role at the heart of our operations, ensuring that every flight is a success.

• Work closely with the Customer to ensure on-time performance is sustained within the live cleaning operation.
• Ensure that customer complaints are investigated within SLA and corrective action and preventative action is implemented where applicable.
• Compile a reporting log of all operational downtime and disruption incurred, and monitor the agile BA operation alongside ours, capturing all significant events.
• Monitor and react on changes in flight timings, aircraft changes and escalation to the Airside team.
• Liaise with all stakeholders in the HAC (Stand Planning, Aircraft Movements, Critical services, and other Airport services)
• Monitor the performance of the cleaning teams and high lift teams holistically and reporting to the Ops team on issues identified within the wider BA operation.
• Build effective relationships with the other shift managers, FLMs and all the heads of department.
• Attend daily internal operational calls throughout the course of the day and attend Ops wash ups.

• Customer service experience essential
• Control room or call centre experience.
• Reporting and collating information.
• Experience working across aviation/airline industry is an advantage.
• Competent Microsoft Office/Excel user.
• Hold a valid UK driving license (desirable)

To obtain a full airside , you must:

• Be able to provide five years' address history
• Be able to provide five years' reference history (employment/education/benefit claim/character)
• Pass a pre-employment Drug and Alcohol test

• 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
• Visit  to learn more