Customer Service Specialist – Fast-Paced Call Centre (3-Month FTC)

DPD Group; Smethwick; On-site; GBP 23,000 - 28,000; Full time

Benefits offered by this job

Holiday trading

Maternity/Paternity

Life assurance

Vitality at Work

On-site Parking

Discounted shopping

Milestone days off

Eye tests support

Job summary

DPD Group in Smethwick is seeking a Customer Service Specialist on a fixed-term contract (3 months, 37.5 hours per week). You will handle frontline calls, resolve delivery queries with empathy, and maintain performance metrics in a fast-paced environment.

The role requires a proven background in contact centre or inbound customer service, with a warm, confident telephone manner and the ability to perform under pressure. Training is provided and benefits are included.

Qualifications

• Proven background in a fast-paced contact centre or inbound customer service.
• Confident, warm telephone manner with outstanding listening skills.
• Ability to thrive under pressure while staying polite, professional and patient.
• Tech-savvy with experience navigating Salesforce, Microsoft Office and Google Workspace.

Responsibilities

• Answer call queries regarding package delivery status, tracking and collection with speed and empathy.
• Identify underlying issues quickly and take accountability to resolve complaints on the first call.
• Maintain key contact centre metrics including Average Handling Time, Response Times, Quality & Compliance, and Right 1st Time Resolution.
• Liaise internally across departments to ensure seamless service for every customer.

Skills

Contact centre experience

Inbound customer service

Telephone manner

Under pressure

Tools

Salesforce

Microsoft Office

Google Workspace

Job description

DPD Group in Smethwick is seeking a Customer Service Specialist on a fixed-term contract (3 months, 37.5 hours per week). You will handle frontline calls, resolve delivery queries with empathy, and maintain performance metrics in a fast-paced environment.

The role requires a proven background in contact centre or inbound customer service, with a warm, confident telephone manner and the ability to perform under pressure. Training is provided and benefits are included.