Customer Service Manager

DHL; Coventry; On-site; GBP 40,000 - 46,000; Full time

Job summary

A leading logistics provider in Coventry seeks a proactive Customer Service Manager to lead their CustomerCare function. The role requires a strong background in customer service, leadership capabilities, and proficiency in Microsoft Office. Responsibilities include managing daily operations, planning labor resources, and mentoring team members. Benefits include free parking, a discretionary bonus, and a generous pension scheme with employer contributions. Join our dynamic team to make a difference in logistics.

Benefits

Free parking

On-site canteen

Discretionary bonus based on performance

Flexible working options

Pension scheme with 8% employer contribution

Free confidential 24/7 GP consultations

Retail and lifestyle discounts

Affordable loans and savings schemes

Free mortgage advice

Qualifications

• Previous Customer Service Manager experience is essential.
• Strong background in Customer Service is required.
• IT literate with skills in Microsoft Office, particularly Excel.

Responsibilities

• Lead the Customer Care function to meet stakeholder needs.
• Plan and review Customer Care labour resources effectively.
• Ensure accurate recording of worked hours and absences.
• Oversee daily operations ensuring performance standards.
• Manage and develop a team of supervisors and agents.
• Provide analysis and reporting within budget preparation.

Skills

Customer Service Background

IT Literacy with Microsoft Office

Leadership Skills

Problem-solving Skills

Excellent Communication Skills

Job description

Pay Rate: £40,000
Grade: K
Contract Type: Permanent (Full-Time)
Shift patterns: Monday to Friday, 9am to 5pm (Flexibility across weekends as and when required)
Location: Coventry

Think you know DHL? Think again! We're not just about delivering parcels. DHL Supply Chain is the world's leading logistics company and our people are the unsung heroes who keep the cogs turning and the country running smoothly.

We're now looking for a Customer Service Manager!

If you're a proactive leader with a passion for logistics, we want you on our team!

✅ WHAT YOU'LL DO

• Lead the delivery of a safe, engaged and cost effective CustomerCare function that meets the needs of all stakeholders.
• Plan, execute and review the Customer Care labour plan with at least a 4 week horizon to ensure that the resource is available to meet the needs of the business from a service and financial perspective.
• Ensure that all hours worked and absences are recorded accurately and approved correctly in Tamigo and SD Worx.
• Oversee daily operations of the Customer Care team, ensuring adherence to performance standards, SLAs (Service Level Agreements), and KPIs (Key Performance Indicators).
• Manage, mentor, and develop a team of supervisors and customer service agents, fostering a positive and performance driven culture.
• Provide analysis, insight and reporting where required on all areas of responsibility including budget preparation, delivery, continuous improvement and performance review.

✅ THIS ROLE WOULD SUIT PEOPLE WHO

• Previous Customer Service Manager Experience is Essential.
• Have a strong Customer Service Background.
• IT Literate, With Microsoft Office Packages, Excel.
• Have a strategic mindset and a passion for problem-solving.
• You're a natural leader with excellent communication skills, able to inspire and engage your team

✅ WHY JOIN US?

• Free parking and on-site canteen
• Discretionary bonus based on performance
• 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 https://careers.dhl.com/global/en/working-at-dhl-supply-chain to learn more

✅ WHO WE ARE

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.

✅ BUILDING AN INCLUSIVE WORKPLACE

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 24/01/2026 . 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.

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