Customer Service Advisor

DPD UK; Stoke-on-Trent; On-site; GBP 25,000; Full time

Job summary

A leading parcel delivery company is seeking a Customer Service Advisor in Stoke-on-Trent. The role involves ensuring customer expectations are met through effective communication and problem resolution. Candidates should have strong administrative and customer service experience, able to handle inquiries and complaints professionally. The position offers a permanent contract with a structured work schedule from Monday to Friday, along with a range of employee benefits. Sterling communication skills and initiative are essential to thrive in this energetic environment.

Benefits

Holiday trading

Enhanced maternity and paternity package

Free life assurance of 4 x salary

Free onsite car parking

Health kiosks

Discounted shopping

Milestone days off

Free eye tests

Qualifications

• Demonstrable administrative and customer service experience ideally in a busy environment.
• Ability to simplify complex situations for clear communication.
• Willingness to exceed expectations and delight customers.

Responsibilities

• Carry out thorough investigations to resolve customer issues.
• Accountable for security measures to prevent fraud.
• Handle inbound and outbound calls to Pickup Shops and DPD Depots.
• Assist with queries and escalations from the Pickup shop network.
• Provide high service levels and responsiveness.

Skills

Customer service experience

Clear communication skills

Problem resolution skills

MS Office proficiency

Relationship building

Ability to remain calm under pressure

Job description

Contract Details

• Contract: Permanent 37.5 hours per week
• Salary: Circa £25,000 per annum
• Location: DPD Pickup Offices, Building 4, Media way (Off Forge lane) Etruria Village, Stoke on Trent, ST1 5SY
• Days of Work: Monday to Friday (Weekends on a rota basis)
• Hours of Work: Monday to Friday 8:00 - 17:30 Saturday, 9:00 - 17:00 and Sunday 10:00 - 16:00

DPD is one of Europe's leading parcel delivery networks, and aims to be the most sustainable delivery company in the UK, with a turnover of nearly £2 billion. We also deliver the best service, use the best technology and recruit and retain the best people in the industry.

Job Description

DPD has a network of over 13,000 Pickup Shops and Lockers across the UK to ensure we are providing our customers with the very best service and choice available to meet their needs.

Our Pickup Office Manager is looking for a reliable and dedicated Customer Service Advisor (Pickup Service Delivery Agent internally) to join their highly skilled and dedicated team.

As a Pickup Service Delivery Agent your key responsibility will be to ensure a “right first time” resolution for our customer by ensuring you exceed customer expectations and keeping any promises made to them.

Responsibilities

• Ensure relevant and thorough investigations are carried out to fully resolve any issues or complaints
• Be accountable for taking the appropriate security measures to support the prevention of fraud
• Take inbound calls and making outbound calls to the Pickup Shop network and DPD Depots
• Assisting with queries and escalations from the Pickup shop network
• Ensuring a high level of service and responsiveness at all times
• To undertake any other tasks as required to assist with the smooth running of the service

Qualifications

What we're looking for

To be successful in this role you must be able to evidence demonstrable administrative and customer service experience ideally gained within a busy environment.

Passionate about providing a quality service, your naturally strong customer service and problem resolution skills will be fully utilised in this role as will your ability to work on your own initiative and remain polite and professional at all times. We will also expect you to have:

• Clear and confident communication skills and the ability to simplify complex situations
• Excellent relationship building skills
• High levels of self-motivation and initiative to resolve problems
• A good understanding of MS Office and administration skills
• A willingness to go the ‘extra mile’ to exceed expectations, to delight customers with your own energy and enthusiasm.
• The ability to remain calm and focused in a pressurised environment
• Demonstrate the DPD DNA Values of – Flexibility, Accountability, Respect, Honesty, Caring and Passion.

Additional Information

About our benefits:

• Holiday trading
• Enhanced maternity and paternity package
• Free life assurance of 4 x salary on joining the pension scheme
• Free onsite car parking for all employees
• Health Kiosks visiting every location
• Discounted shopping from 100’s of retailers including up to 5% off supermarket shopping
• Milestone Days off to celebrate with your family and friends
• For employees who regularly use a screen as part of their job we offer free eye tests and support with the cost of glasses

Joining DPD can lead to not just a stable job but also a career. DPD prides itself on recognising and developing talent alongside a desire to promote from within. As a continually growing and evolving organisation, we are proud to offer a great number of development and promotion opportunities.

If you identify with our aims and values and can help us deliver our customers' promises, then this is the job for you! Apply today.