Customer Services Supervisor

DHL Supply Chain; Banbury; On-site; Confidential; Full time

Benefits offered by this job

Free parking

On-site canteen

33 days annual leave

Pension with 8% employer contribution

4% employee contribution

GP consultations (24/7)

Job summary

DHL Supply Chain is seeking a Customer Services Supervisor in Banbury to oversee the daily operations of the Customer Service team and act as the main liaison for DHL customers, ensuring timely responses to enquiries and adherence to SLAs.

You will work with Warehouse and Transport teams to align on customer expectations, lead and coach a team of Customer Advisors, and foster a proactive, collaborative service culture to deliver high standards of delivery and customer satisfaction.

Qualifications

• Knowledge of Lifesciences supply chain, including specialist transport and warehousing requirements.
• Understanding of Pharma and Medical Device supply chains, with regulatory and customer needs in mind.
• Experience setting and managing objectives to support performance and growth.
• People management capability, including coaching, development planning and performance oversight.
• Knowledge of GDP/GMP requirements and their application within regulated logistics environments.

Responsibilities

• Manage daily operations of the Customer Service team and ensure enquiries are handled professionally and efficiently.
• Act as the main contact for DHL customers, coordinating and communicating enquiries for timely responses and resolutions.
• Ensure adherence to customer contracts and SLAs across existing accounts while maintaining service quality.
• Work closely with Warehouse, Transport and other ops teams to meet customer expectations.
• Lead, develop and motivate a team of Customer Advisors with proper tools, training and support.
• Build a positive team culture through confident communication, coaching and ongoing development.

Skills

Lifesciences supply chain knowledge

People management

GDP/GMP knowledge

Regulatory awareness

Customer service leadership

Job description

Pay Rate: £35,901.00
Grade: M
Contract Type: Permanent (Full-Time)
Shift patterns: Monday to Friday (8.30-5pm Mon-Thurs and 8.30-4.30 Fri)
Location: Banbury OX16

Think you know DHL? Think again! We're not just about delivering parcels. DHL Supply Chain is the world's leading logistics company and our people are the unsung heroes who keep the cogs turning and the country running smoothly.

We're now looking for a Customer Services Supervisor

A TYPICAL DAY MAY INVOLVE

• Managing the daily operations of the Customer Service team, ensuring all enquiries are handled professionally and efficiently.

• Acting as the main point of contact for DHL customers, coordinating and communicating enquiries to ensure timely responses and resolutions.

• Ensuring adherence to customer contracts and SLAs across existing accounts, maintaining high standards of service delivery.

• Working closely with Warehouse, Transport and other operational teams to ensure customer expectations are fully understood and met.

• Leading, developing, and motivating a team of Customer Advisors, ensuring they have the right tools, training, and support to perform effectively.

• Building a positive team culture through confident communication, coaching, and ongoing development.

• Handling customer escalations with professionalism and confidence, ensuring issues are resolved quickly and effectively.

THIS ROLE WOULD SUIT PEOPLE WHO

• Knowledge of Lifesciences supply chain, including specialist transport and warehousing requirements.

• Understanding of Pharma and Medical Device supply chains, with awareness of regulatory and customer specific needs.

• Experience setting and managing objectives to support operational performance and business growth.

• People management capability, including coaching, development planning, and performance oversight.

• Knowledge of GDP/GMP requirements and their application within regulated logistics environments.

WHY JOIN US?

• Free parking and on-site canteen
• 33 days annual leave
• Join our generous pension scheme and benefit from an 8% employer contribution, alongside a 4% employee contribution
• Free confidential 24/7 GP consultations
• Hundreds of retail and lifestyle discounts
• Affordable loans, savings schemes and free mortgage advice
• Visit https://careers.dhl.com/global/en/working-at-dhl-supply-chain to learn more

WHO WE ARE

We're the global leaders in supply chain management with 188,000 people in over 50 countries. Our expert teams work together to deliver for our customers across a range of industries including retail, automotive, healthcare and more.

BUILDING AN INCLUSIVE WORKPLACE

At DHL, we're all about creating a workplace where everyone's skills and experiences matter, and where you can be your true self every day.

As proud supporters of the Armed Forces Covenant, we value the skills and experience of ex-service personnel and are dedicated to helping our veterans find jobs.

Please be aware that interviews are provisionally scheduled to take place during the week commencing 20th July 2026. Applications received after this date may not be considered but will be added to our talent pool for future opportunities, subject to your consent. Please also be aware that we review applications continuously and where we have a large number of applications the application period may close ahead of the provisional interview date. To ensure your application is considered we recommend submitting it as early as possible.