Customer Service Specialist - Fixed Term Contract

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 of 4 x salary on加入

Vitality at Work

Free On Site Parking

Discounted shopping from 100's of rail

Milestone Days off

Free eye tests

Job summary

DPD is looking for a proactive Call Centre Customer Service Specialist to join our fast-paced team. You will be the voice of DPD, taking ownership of incoming customer calls and resolving issues head-on with speed and empathy.

As part of a sustainable delivery company, you’ll help customers with delivery status, tracking, and collection queries while maintaining service metrics and collaborating across departments to ensure a seamless customer experience.

Qualifications

• Experience in a fast-paced contact centre or inbound customer service environment.
• Clear communication and empathetic listening.
• Ability to remain polite and professional under pressure.

Responsibilities

• Handle incoming customer calls and resolve issues on first contact.
• Provide delivery status, tracking and collection information to customers.
• Maintain key contact centre metrics such as Average Handling Time and Right First Time Resolution.
• Liaise with internal departments to ensure seamless customer service.

Skills

Communication

Customer service

Teamwork

Tools

Salesforce

Microsoft Office

Google Workspace

Job description

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 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
• 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.

If you identify with our aims and values and can help us deliver our customers' promises, then this is the job for you!