Job Description

About B&H Worldwide

The Global Institute of Logistics has named B&H Worldwide as the worlds Best in Class Global Aerospace Logistics Company. As the benchmark independent freight forwarder in the global aerospace logistics space, our vision is to be the most respected, valued, passionate and entrusted leader in global aerospace logistics. We aim to provide our employees with a rewarding, safe and empowered environment that fosters high standards. Working at B&H Worldwide you will have the opportunity to grow your career supported by an award-winning team and industry

Our Mission

To support our customers with consistent, dependable, competitive and innovative logistics solutions which powers their business.

Our Vision

To be the most respected, valued, passionate and entrusted leader in global aerospace logistics.


Where to find more information about us: https://bhworldwide.com/

The Opportunity

The Customer Service Manager is responsible for leading and developing the customer service activity to deliver an exceptional customer experience. This role ensures that customer service operations are efficient, effective, and aligned with the companys goals of providing unrivalled service to the aerospace industry. The Customer Service Manager will oversee all customer interactions, resolve escalated issues, implement service procedures, and track key performance metrics.

Location:

London Heathrow

Line Manager:

Group Head of Trade Compliance & QHSE

Working Pattern:

Monday to Friday, 40 hours per week

Key Role Accountabilities

Lead, mentor, and support the customer facing teams to meet and exceed performance goals. Develop and implement customer service policies and procedures. Handle complex or escalated customer complaints or issues. Monitor team performance through KPIs such as customer satisfaction, response time, and resolution rates. Design and deliver a suite of customer service training modules, to enhance team skills and service delivery. Evaluate and report on the impact and effectiveness of customer service training delivered on team performance and customer satisfaction. Develop and deliver management coaching for all line manager to support and embed customer service best practices across the Group. Collaborate with other departments (sales, operations, logistics, etc.) to ensure a seamless customer experience. Support the business in customer meetings and events. Launch and oversee customer service initiatives. Use customer feedback to drive continuous improvement in service processes. Prepare and present regular reports on customer service metrics and team performance to senior management.

Your Experience

This role needs to be underpinned by excellent customer service skills. You must have the ability to empower team members with the tools and knowledge required to ensure customer service excellence. Bachelors degree in business administration, communications, or a related field. Excellent skills in building relationships and developing partnerships across multiple stakeholders. Be an excellent communicator and confident presenter with the ability to credibly engage and influence customers, partners and employees, both verbally and in writing. Excellent IT skills, including Microsoft Office suite, with the ability to design and produce presentations and training materials, analyse and report on data and make and execute recommendations. Proficiency with CRM systems and customer service software (e.g., Salesforce or similar). Proven record of being responsive and innovative. Be able to identify, coordinate and manage change initiatives. Self-motivated with the ability to work under pressure and meet defined deadlines. Strong organisational skills with the ability to prioritise as well as focus on the detail. Work pro-actively using own initiative. Knowledge of industry best practices in customer service. Bilingual abilities would be useful to accommodate varied employee and customer base. Flexible and adaptable with the ability to travel globally if required.

What We Offer:

Competitive salary. Generous holiday, plus UK public holidays and an additional day for your birthday. Contributory pension scheme, private health insurance and life assurance. Employee Assistance Programme. Free on-site parking. Opportunity to grow expertise through ongoing coaching, training and development sessions.

B&H Worldwide are an equal opportunity employer. We are committed to creating an inclusive and diverse environment for all team members. If you do require any reasonable adjustments or support during the application process; please contact hr@bhworldwide.com