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Job Details

Salary: Competitive dependent on experience

Contract: Full time, permanent

37.5 hours per week, working various 8/8.5 hour shifts between 0800-2000 Monday to Friday

(You will also be required to work 1 Saturday every 6 weeks (0900-1730 hours)

Location: Cargo Point, London Heathrow

Closing date: Tuesday 26 March 2019

Please note that you will be expected to work at VHQ, Crawley 2 days per week.

In a nutshell

Do you have a passion for service recovery? Would you like to work as part of our Cargo Customer Relations team assisting and engaging with our customers?

In this role, you will be responsible for investigating and resolving service related discrepancies across the network, ensuring timely resolution and a high level customer satisfaction. You will manage cases within Salesforce providing clear transparency for the customer and for stakeholders. You’ll provide recommendations for, and implement corrective and preventative actions across the Cargo division based on identified trends.

Day to day

Investigating and resolving all irregularities and discrepancies in a professional manner, offering solutions. Proactively seeking resolution through third party agents and internal stakeholders ensuring open communication and that commercial/operational impact is at the forefront of any decision.

You will manage general enquiries in a timely and professional manner and take accountability for allocated cases, maintaining and developing relationships with customers, providing good communication and regular updates into service failures.

Proactively managing offloads and flight cancellations offering alternative solutions to provide satisfactory resolution for the customer, delivering first class customer service and courtesy calls to all customers impacted.

You will be a Subject Matter Expert in HMRC and Customs procedures in order to provide correct information to internal and external stakeholders.

Championing GDP guidelines, ensuring that all investigations and escalations relating to Pharmaceutical and Life Science shipments are conducted in line with these guidelines.

Managing companywide shipment reversals to limit operational disruption and rectify billing issues.

Acknowledging a customer’s intent to claim, providing formal paperwork for a claim to progress, ensuring all paperwork in relation to the claim is filed accurately for stakeholder visibility for claim resolution.

Using the case management tool, you will provide recommendations for, and implement corrective and preventative actions across the Cargo division based on trends and repeat issues. You will liaise with internal and external stakeholders, ensuring that all service failures are escalated, and where applicable seek corrective action.

About you

Do you have excellent customer service skills along with CRM or Case Management systems experience and enjoy resolving complex customer complaints?

This is a great opportunity for someone who has a passion for service resolution who can influence the customer and turn situations around with positive results. Ideally you will have previous Cargo experience along with a specialist knowledge of HMRC and Customs procedures (although this is not essential). You will be computer literate and educated to GCSE (or equivalent) level C+ in English and Maths.

With excellent written and verbal communication skills, you will be able to challenge, influence and improve performance at all levels. You will have proven capability to prioritise work under pressure and deliver to tight deadlines and you will have a positive and pragmatic approach to achieving results along with great attention to detail and pursuit of accuracy.

If you are highly organised, have a strong attention to detail and you're an excellent team player with a flexible, positive and enthusiastic approach to work we would love to hear from you!