Customer Service Team Lead: Drive KPIs, Coaching & Escalations

DHL Germany; Worksop; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading logistics company in Worksop is seeking a Customer Service Team Leader to lead a team of coordinators. The role involves ensuring exceptional customer service, meeting KPIs, and providing guidance to team members. Candidates should have proven customer service skills and supervisory experience, with knowledge of ERP or SAP systems preferred. This is a full-time position with a fixed-term contract offering various employee benefits, including a pension scheme and workplace inclusivity.

Benefits

Generous pension scheme with 8% employer contribution

Free confidential 24/7 GP consultations

Hundreds of retail and lifestyle discounts

Affordable loans and savings schemes

Qualifications

• Experience handling queries and escalations for internal and external stakeholders.
• Supervisory experience is desirable.
• Ability to support and guide team members effectively.

Responsibilities

• Lead and develop a team of coordinators, providing guidance and coaching.
• Ensure operational excellence by meeting KPIs and targets.
• Deliver exceptional customer service to internal and external stakeholders.
• Produce accurate reports and insights to support decision-making.

Skills

Proven customer service skills

Strong communication

Attention to detail

Tools

ERP or SAP system knowledge

Job description

A leading logistics company in Worksop is seeking a Customer Service Team Leader to lead a team of coordinators. The role involves ensuring exceptional customer service, meeting KPIs, and providing guidance to team members. Candidates should have proven customer service skills and supervisory experience, with knowledge of ERP or SAP systems preferred. This is a full-time position with a fixed-term contract offering various employee benefits, including a pension scheme and workplace inclusivity.