Pay Rate: £26,812.50
Contract Type: Permanent (Full-Time)
Shift patterns: Various shift patterns to various start time - Any 5 from 7, 4 on 4 off
Location: Liverpool - L24 1YD

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.

Ready for your career to take off? Did you know that DHL, an award-winning leading supply chain business, also provides ground handling services at many UK airports? We're seeking Team Leaders to play an integral role in our aviation contract, delivering a first-class service and achieving fantastic results.

WHAT DOES THE ROLE ENTAIL?

• To team lead the FOH check in agents with assisting passengers with the check-in process, ensuring they have the required documentation, baggage tags, and boarding passes.
• Deal with lost baggage using World Tracer System.
• Data collation with quality briefing/de-briefing of shifts in their performance.
• Maintain order and efficiency in the check-in queues, ensuring passengers are processed promptly and with minimal wait times.
• Coordinate the efficient boarding of passengers onto planes, ensuring that the boarding process follows safety protocols.
• Investigating and solving customer problems in a timely manner, escalating to the Duty Manager where required
• Manage operational and colleague communications; public announcements; radio contact; telephone (incl mobile); verbal briefings.
• Liaising with Duty Manager to achieve flight opening targets and prevent late flight closure, gate closure
• Supporting the continuous improvement of customer services department
• Be part of an environment that focuses on continuous improvement which involves sharing ideas and best practice
• Handle discrepancies and complaints
• Resolution of live issues which includes rebooking, payments and support during disruption
• Monitor Key Performance Indicators and aim to achieve through exceptional service delivery
• Represent DHL and our partner in a professional and business like manner
• Assisting the team by performing the tasks with them including preparation for FW terminal operations
• Support project and continuous improvement initiatives
• Drive revenue streams

WHAT DO WE NEED FROM YOU?

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:

• Excellent communication skills at all levels
• Ability to remain calm and professional in high-pressure situations.
• Flexibility to work in shifts, including weekends and holidays.
• Previous FOH check in and boarding Agent experience.
• Previous experience in a customer service.
• Good Microsoft experience – Excel – Word.
• Previous experience with Daily Briefing of staff and management.

SECURITY PROCESS TO WORK WITHIN AVIATION AND TRAVEL AT DHL

• Be able to provide five years address history
• Be able to provide five years reference history (employment/education/benefit claim/character)
• To obtain a full airside ID

WHY CHOOSE US?

As well as competitive pay rates, you will be entitled to an award-winning range of benefits including:

• Free confidential 24/7 GP service
• Hundreds of discounts (including retail, childcare + gym)
• Affordable loans & enhanced pension scheme
• 24/7 employee support service for you (+ family) with access to free counselling and much more: https://careers.dhl.com/global/en/dsc-benefits

OUR APPROACH TO DIVERSITY & INCLUSION

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: https://careers.dhl.com/global/en/diversity

BE AN ESSENTIAL PART OF EVERYDAY LIFE

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 customers.

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