Customer Service Manager

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

Job summary

A leading logistics company is seeking a Customer Service Manager in Coventry. Responsibilities include leading the Customer Care team, ensuring adherence to performance standards, and strategic workforce planning. The ideal candidate will have prior managerial experience in customer service, strong IT skills with Microsoft Office, and a natural aptitude for leadership. This position offers a salary of £40,000, a discretionary bonus based on performance, and a variety of employee benefits including a pension scheme and flexible working options.

Benefits

Free parking and on-site canteen

Discretionary bonus based on performance

Generous pension scheme

Free confidential 24/7 GP consultations

Hundreds of retail and lifestyle discounts

Affordable loans, savings schemes and free mortgage advice

Qualifications

• Previous Customer Service Manager Experience is essential.
• Ability to inspire and engage the team.
• Strategic mindset with a passion for problem-solving.

Responsibilities

• Lead the delivery of a safe and cost-effective CustomerCare function.
• Plan and execute the Customer Care labour plan.
• Oversee daily operations of the Customer Care team.
• Manage and develop a team of supervisors and agents.
• Provide analysis and reporting on all areas of responsibility.

Skills

Customer Service Background

IT Literate with Microsoft Office

Leadership

Strong Communication Skills

Problem-Solving

Tools

Microsoft Excel

Job description

Overview

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
• Learn more at DHL Careers: careers.dhl.com/global/en/working-at-dhl-supply-chain

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. 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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