Customer Service Specialist

Dpdgroupuk1; Smethwick; On-site; GBP 21,000 - 27,000; Full time

Benefits offered by this job

Holiday trading

Enhanced maternity and paternity

Free life assurance 4 x salary

Free onsite car parking

Health Kiosks

Vitality at Work

Discounted shopping

Milestone Days off

Eye tests and glasses support

Job summary

DPD in Smethwick is seeking a Customer Service Specialist to join a fast-paced, customer-centric team dedicated to delivering excellence in delivery support. You will handle delivery status queries, resolve issues, and build relationships internally and with customers to ensure high-quality service.

You will monitor KPIs, strive for right-first-time resolutions, and maintain polite, professional communications while contributing to a positive customer experience and strong team performance.

Qualifications

• Experience in fast-paced customer service with able to work under pressure.
• Outstanding verbal and written communication skills.
• Ability to listen, build rapport and resolve issues promptly.
• Proficiency with Microsoft Office, Google Workspace and Salesforce.

Responsibilities

• Answer queries related to delivery status and issues.
• Identify problems quickly and resolve them.
• Ensure KPI targets are met and deliver key measures of success.

Skills

Customer service

Communication skills

Microsoft Office

Google Workspace

Salesforce

Tools

Salesforce

Google Workspace

Microsoft Office

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

Key measures of success

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

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.

About our benefits:

• 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!