Customer Service Specialist

DPD; Smethwick; Remote; GBP 23,000 - 28,000; Full time

Benefits offered by this job

Holiday trading

Free onsite car parking

Health Kiosks at location

Discounted shopping from retailers

Milestone Days off

Eye tests & glasses support

Job summary

DPD in Smethwick is hiring a Customer Service Specialist to join a fast-paced, customer‑focused team. You will handle delivery queries, resolve issues, and build strong relationships with customers and internal teams.

Key strengths include excellent communication, a polite telephone manner, and the ability to meet KPIs while maintaining high service quality. The role offers a Monday–Friday pattern with some weekend work and a competitive benefit package.

Qualifications

• Experience in a fast paced customer service environment and the ability to work under pressure.
• Outstanding communication skills, both verbal and written, with a confident telephone manner.
• Polite and professional at all times with willingness to go the extra mile to exceed customer expectations.
• Proficient in Microsoft Office, Google Workspace and Salesforce.

Responsibilities

• Answer queries related to delivery status and order updates.
• Identify problems quickly and resolve issues to maintain high service levels.
• Ensure KPIs are met and deliver key measures of success.
• Monitor metrics such as Average Handling Time, Call Service and Response Times.
• Uphold Quality and Compliance standards across customer interactions.

Skills

Customer service

Communication

Problem solving

Attentive listening

Rapport building

Telephone manner

Tools

Microsoft Office

Google Workspace

Salesforce

Job description

• Contract Type: Permanennt/ 37.5 hours per week
• Salary: Up to£25,073.55 per annum depending on experience
• Location: Smethwick B66 1BY
• Days of Work: Monday to Friday plus someweekends
• 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
• 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!