Customer Service Specialist

DPD UK; Smethwick; On-site; GBP 15,000 - 26,000; Full time

Benefits offered by this job

Holiday trading

Enhanced maternity and paternity

Free life assurance of 4 x salary on/

Free onsite car parking for all

Health Kiosks visiting every location

Vitality at Work

Discounted shopping from retailers

Milestone Days off

Free eye tests and glasses support

Job summary

DPD UK is seeking a dedicated Team Manager/Customer Service Specialist to lead a high-performing customer services team. You will ensure excellent service to customers, handle delivery-related queries, and resolve issues while maintaining strong relationships across the internal business and with clients.

The role emphasizes achieving KPI targets, driving first-time resolution, and maintaining high standards of communication and professionalism in a fast-paced environment.

Qualifications

• Experience in a fast-paced customer service environment.
• Outstanding communication skills, both verbal and written.
• Ability to listen to customers and build rapport quickly.
• Polite and professional at all times with a willingness to go the extra mile.

Responsibilities

• Deliver excellent customer service to customers, internally and externally, with delivery needs.
• Identify problems quickly and resolve them, ensuring KPI targets are met.
• Build relationships across the business and with customers to improve service levels.
• Support the team in achieving key measures of success such as AHT, response times and first-time resolution.

Skills

Customer service experience

Communication skills

Telephone manner

Problem solving

Teamwork

Self-motivation

Initiative

Microsoft Office

Google Workspace

Salesforce

Tools

Microsoft Office

Google Workspace

Salesforce

Job description

• Contract Type: Permanent / 37.5 hours per week
• Salary: Up to £25825.76 per annum depending on experience
• Location: Smethwick B66 1BY
• Days of Work: Monday to Friday plus some weekends
• Hours of work: Between the hours of 8-18.30 M-F, 8-4 Sat, Sun

Join us on our journey as we aim to be the UK’s most sustainable delivery company, whilst ensuring our customers continue to receive a world class service. You will be in a busy and fast paced business, with a turnover of nearly £2 billion, that can offer you great benefits and plenty of opportunities to progress your career.

DPD are passionate about creating an environment that is open, ethical, inclusive and socially responsible.

Along with job security, the tools to do the job and a competitive salary, you’ll receive fantastic benefits starting on day one, including never working on your birthday ever again!!!

DPD is a Valuable 500 company and a Disability Confident Employer

Job Description

Our Team Manager is currently recruiting for a dedicated Customer Service Specialist, to strengthen our high performing and friendly customer services team who put our customers at the heart of everything they do.

Your primary responsibility will be to deliver the best customer service to our customers, internally and externally with their collection and delivery needs, taking accountability to resolve any issues or complaints. You will be working as part of a team to deliver the best customer centric service in the industry. Communication is essential in this role as you will need to build relationships across the business internally and with our customers.

You’ll also be focussed on;

• Answering any queries with relation to delivery status.
• Being able to identify problems quickly and resolve them.
• Ensuring all KPI’s are met
• Delivering the key measures of success

• Average Handling Time and Call Service
• Response Times
• Right 1st Time Resolution
• Quality and Compliance

Qualifications

To succeed in this role you will have proven and demonstrable experience of working in a fast paced customer service environment with the ability to work well under pressure. Your outstanding communication skills , both verbal and written, and confident telephone manner will be fully utilised in this role. We would also expect you to have;

• The ability to listen to a customer and to build a quick rapport.
• Be polite and professional at all times and have a willingness to go the ‘extra mile’ to exceed customer expectations.
• Excellent administration skills with the ability to use Microsoft Office, Google Workspace and Salesforce
• Demonstrate high levels of self-motivation and initiative to effectively problem solve.
• Demonstrate the core DPD DNA values of Passion, Respect, Honesty, Flexibility, Caring and Accountability.

Additional Information

About our benefits

We recognise that our people are at the heart of our business, without them we wouldn’t be able to deliver our award-winning service to millions of customers across the country each day. It’s important to us that we demonstrate our recognition of you in providing you with more than just a salary and job stability. To name but a few…

• 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
• Vitality at Work
• 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.