Customer Service Specialist - Fixed Term Contract

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

Customer Service Specialist - Fixed Term Contract

• Full-time
• Job Title: Customer Service Specialist
• Function: Customer Services
• Vacancy Type: Fixed Term Contract
• Contract Type: Fixed Term Contract 3 months / 37.5 hours per week
• Salary: Up to£25,073.55 per annum depending on experience - pro rata
• 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

Love turning a customer's day around? Ready to bring your high-energy customer service skills to a fast-paced, modern call centre environment? DPD the UK's most sustainable delivery company is looking for clear communicators to join our high-performing, friendly team!

With a turnover nearly £2 billion, we offer job security, continuous career progression, and an inclusive culture where you truly belong.

Your Role on the Frontline as our Call Centre Customer Service Specialist, you'll be the voice of DPD, taking ownership of incoming customer calls and resolving issues head-on.

• Answer call queries regarding package delivery status, tracking, and collection needs with speed and empathy.
• Identify underlying issues quickly and take complete 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.

What You Bring to the Team

• Proven background in a fast-paced contact centre or inbound customer service environment ideally.
• Confident, warm telephone manner with outstanding listening skills to build quick rapport.
• Ability to thrive under pressure while staying polite, professional, and patient.
• Demonstrate high levels of self-motivation and initiative to effectively problem solve.
• Tech-savvy with experience navigating software like Salesforce, Microsoft Office, and Google Workspace.
• Alignment with our core DNA: Passion, Respect, Honesty, Flexibility, Caring, and Accountability.

About our Benefits

We recognize 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
• Vitality at Work
• Free On Site Parking
• 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.