Customer Service Lead — Logistics, Coaching & Benefits

Jobs Region Group; Greater London; Hybrid; GBP 25,000 - 35,000; Full time

Benefits offered by this job

Free confidential GP service

Retail, childcare & gym discounts

Enhanced pension scheme

Employee support service and free Coun

Loans & car-related benefits

Job summary

DHL in the United Kingdom is seeking a Customer Service Team Leader to support a busy contact centre and deliver excellent customer service. You will coach the team, monitor queries, and ensure timely resolution while upholding DHL’s standards.

The role requires leadership, analytical abilities, and proficiency with Excel and Access to produce accurate reports. A strong customer-focused mindset will help drive improvements and team performance.

Qualifications

• 1–2 years of experience in a customer services environment.
• Experience in managing or supporting Contact Centre operations.
• Strong customer service leadership skills with team guidance.
• Proficient PC skills, including Excel and Access, with reporting ability.
• Analytical, organised and motivated to drive improvement.

Responsibilities

• Provide clear and effective communication to internal and external stakeholders.
• Guide and support the team in delivering the full range of Customer Service functions.
• Monitor and ensure customer queries are resolved within agreed timeframes.
• Demonstrate leadership in managing conflicts while maintaining the company’s reputation.
• Provide coaching and training for new starters and existing team members.

Skills

Leadership

Team management

Customer service

Tools

Excel

Access

Job description

DHL in the United Kingdom is seeking a Customer Service Team Leader to support a busy contact centre and deliver excellent customer service. You will coach the team, monitor queries, and ensure timely resolution while upholding DHL’s standards.

The role requires leadership, analytical abilities, and proficiency with Excel and Access to produce accurate reports. A strong customer-focused mindset will help drive improvements and team performance.