Customer Services Team Leader

DHL eCommerce UK; Coventry; Hybrid; GBP 27,000 - 32,000; Full time

Job summary

An established industry player is seeking a Customer Service Team Leader to join their dynamic team in Coventry. This role offers the opportunity to lead and inspire a dedicated team, ensuring exceptional customer service through effective coaching and support. With a focus on continuous improvement, you will foster a culture that prioritizes customer satisfaction and teamwork. Enjoy a competitive salary and a range of perks including hybrid working arrangements and recognition schemes. If you have a passion for delivering excellence and thrive in a fast-paced environment, this is the perfect opportunity for you.

Benefits

25 days holiday entitlement

Hybrid working arrangements

Enhanced overtime rates

Holiday Purchase Scheme

Refer a Friend Scheme

Employee recognition schemes

Parcel Perks

Aviva Wellbeing App and Digital GP 24/7

Cycle to Work Scheme

Discounted bus travel scheme

Qualifications

• Strong planning and organizational skills with the ability to multitask under pressure.
• Excellent customer focus and attention to detail.

Responsibilities

• Coach and motivate the team to deliver outstanding service.
• Encourage feedback and ideas for continuous improvement.

Skills

Planning and organizational skills

Customer focus

Dealing with challenging customers

Communication skills

Leadership skills

Job description

DHL eCommerce UK is one of the UK’s leading integrated parcel businesses. As part of the DHL Group, we have an extensive delivery network covering the UK and over 220 countries. We are committed to pushing the boundaries of the express parcel delivery market and aim to be the first choice for customers.

Excellence. Simply Delivered.

We are currently recruiting for a Customer Service Team Leader based at our site in Ryton on Dunsmore. The role involves working Monday - Friday, on a 7.5-hour shift between 09:30 and 19:00. The salary is £27,686.48 per annum.

Our team is responsible for delivering excellent customer service across all contacts through case management, taking ownership of investigations, and embodying our four core attributes: 'Can do', 'Passion', 'As One', and 'Right First Time'.

Key Responsibilities:

1. Coach, support, and motivate the team to foster a culture prioritizing the customer, enabling the department to deliver outstanding service.
2. Encourage two-way feedback and generate ideas for continuous improvement to enhance the customer experience and team performance.
3. Maintain relationships with internal departments and colleagues across the business.
4. Hold regular team updates, communicate relevant information, and ensure instructions are followed and understood.

Skills & Experience Required:

1. Strong planning and organizational skills with the ability to multitask under pressure.
2. Excellent customer focus and attention to detail.
3. Experience dealing with challenging or angry customers.
4. Excellent communication and leadership skills.

Perks & Benefits:

• 25 days holiday entitlement
• Hybrid working arrangements
• Enhanced overtime rates
• Holiday Purchase Scheme
• Refer a Friend Scheme
• Recognition schemes including Employee of the Month, Quarter, Year, and CEO Can Do Award
• Parcel Perks
• Aviva Wellbeing App and Digital GP 24/7
• Cycle to Work Scheme
• Discounted bus travel scheme

About Us:

DHL eCommerce UK has been recognized as a Top Employer 2024 for the third consecutive year and is certified as a Great Place to Work.

Our core attributes—Passion, As One, Can Do, and Right First Time—are central to our culture. We seek individuals with a passion to deliver, energy, and commitment. We promote teamwork across all areas of the business, emphasizing a positive mindset and dedication to excellence.

We offer competitive salaries, hybrid working, and a comprehensive benefits package to support your financial security, health, and well-being.