Customer Success Lead

Position: Customer Success Lead

Location: Peterborough (PE2 6XE
)

Grade: RCS. L

Shift patterns: Monday-Friday. Day time hours

Contract Type: Permanent (Full-Time)

DHL are excited to be hiring a Customer Success Lead based in Peterborough to support our Finished Vehicle Solutions operation. We're looking for someone who thrives on building relationships and elevating customer experience and to play a key role in leading, motivating, and developing a team of Customer Service Specialists and Administrators to deliver high standards. If you're passionate about driving customer satisfaction, supporting key partnerships, and leading with a proactive, solution‑focused mindset, this could be the perfect next step in your career.

Join our team at East of England Showground, Peterborough, where we maintain a fleet of around 4,000 luxury vehicles, working with the largest original equipment manufacturers in the automotive industry. With about 150 dedicated colleagues, we are committed to exceptional service and quality.

We value our employees, offering a positive work environment and investing in your growth and development. Ready to advance your career with prestigious automotive brands? We want to hear from you!

• Acting as the main point of escalation dealing with service issues and problem solving, communicating at all times with the different brands within the accounts remit
• Respond to or elevate customer issues within clear guidelines and recommend solutions (e.g delays/reporting failures to systems)
• Collate and distribute key monthly reports taking the time to analyse and feedback trends and insights
• Working with key stakeholders such as operations to ensure the high levels of customer service are delivered throughout the booking process
• Providing consultation and proactive fleet management, adopting best practice and striving for continuous improvement and innovation at all levels
• To work in collaboration with the other account team employees and technical teams to ensure that all vehicles are made available and work through the process to ensure we don't fail KPIs
• Co-ordinate operational meetings to discuss departmental priorities and work together to deliver objectives
• Stakeholder management liaising with work shop, bodyshop, logistics, valeting and other key departments
• Conduct regular team 121's setting targets and objectives, working on career plans and employee development

• Previous Account Management/Customer Service Manager or equivalent is essential
• Previous team management experience is essential (managing a team of up to 10 people)
• Strong communication skills (verbal and written) across all levels of seniority
• Fleet, Automotive or Manufacturing Logistics industry experience would be beneficial
• Ability to lead a team - Challenge in the right way and provide constructive feedback on development opportunities
• Ability to extract and present data to stakeholders and customers
• Strong level of IT skills/knowledge
• Self started and motivated, with the ability to work with limited supervision

• Free on-site parking
• 25 days annual leave
• We're happy to talk about flexible working – just ask about alternative patterns at interview
• 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

We're the global leaders in supply chain management with 188,000 people in over 50 countries. Our expert teams work together to deliver for our customers across a range of industries including retail, automotive, healthcare and more.

At DHL, we're all about creating a workplace where everyone's skills and experiences matter, and where you can be your true self every day.

As proud supporters of the Armed Forces Covenant, we value the skills and experience of ex-service personnel and are dedicated to helping our veterans find jobs.

Please be aware that interviews are provisionally scheduled to take place during the week commencing the 16th February . Applications received after this date may not be considered but will be added to our talent pool for future opportunities, subject to your consent. Please also be aware that we review applications continuously and where we have a large number of applications the application period may close ahead of the provisional interview date.

To ensure your application is considered we recommend submitting it as early as possible.