Customer Services Team Leader

DHL eCommerce UK; Coventry; On-site; GBP 28,000; Full time

Job summary

DHL eCommerce UK is seeking a Customer Services Team Leader to oversee a team focused on delivering exceptional service. The role involves coaching staff, ensuring effective communication, and fostering a customer-first culture. Located in Coventry, the position offers a salary of £27,686.48 per annum, along with a comprehensive benefits package including hybrid working and recognition schemes.

Benefits

25 days Holiday Entitlement

Hybrid Working

Enhanced overtime rates

Holiday Purchase Scheme

Refer a Friend Scheme

Recognition Scheme

Parcel Perks

Aviva Wellbeing App

Cycle to Work Scheme

Discounted bus travel scheme

Qualifications

• Experience in dealing with angry customers.
• Ability to multitask while working under pressure.

Responsibilities

• Coach, support and motivate the team to deliver outstanding customer service.
• Encourage continuous improvement ideas to enhance customer experience.
• Hold regular team updates and communicate necessary information.

Skills

Planning and organisation skills

Excellent customer focus

Attention to detail

Excellent communication skills

Excellent leadership skills

Job description

Join to apply for the Customer Services Team Leader role at DHL eCommerce UK

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Join to apply for the Customer Services Team Leader role at DHL eCommerce UK

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

Excellence. Simply Delivered. That is what we do.

We are currently recruiting for a Customer Service Team Leader based at our site in Ryton on Dunsmore working Monday - Friday, on an 7.5 hour shift between the hours of 09.30 - 19:00. Salary £27,686.48 per annum

Our team are responsible for delivering excellent customer service on all contacts through case management. Taking ownership for the investigation and displaying our four attributes, 'Can do', 'Passion', 'As One' and 'Right First Time'.

Key responsibilities:

• Coach, support and motivate the team. Encourage and support efficient team working with a culture of making the customer first priority, which will enable the department to deliver outstanding customer service.
• Encourage a culture of two way feedback, generating ideas for continuous improvement to change and improve both the customer experience and the performance of the team.
• Maintain relationships with other internal departments and colleagues across the business.
• Hold regular team updates and ensure all relevant information is communicated with the team to assist them with their daily duties. Regularly monitor this to ensure information has been digested and instructions followed
  
  
  

Skills & Experience required:

• Planning and organisation skills with the ability to multi task whilst working under pressure.
• Excellent customer focus and attention to detail.
• Experience in dealing with angry customers.
• Excellent communication skills.
• Excellent leadership skills
  
  
  

Perks & Benefits

• 25 days Holiday Entitlement
• Hybrid Working
• Enhanced over time rates
• Holiday Purchase Scheme
• Refer a Friend Scheme
• Recognition Scheme: Employee of the Month, Employee of the Quarter, Employee of the Year, Exceptionals, CEO Can Do Award
• Parcel Perks
• Aviva Wellbeing App
• Aviva Digital GP 24/7
• Cycle to Work Scheme
• Discounted bus travel scheme
  
  
  

About Us:

DHL eCommerce UK accredited Top Employer 2024 for the third year running along with being certified as a Great Place to Work.

Our attributes are the lifeblood of everything we do. We are looking for people to join us, who have a ‘Passion’ to deliver with a happy heart, energy and commitment. We want our people to work ‘As One’ team across all areas of the business with a ‘Can Do’ mind-set and commitment to deliver ‘Right 1st Time’ for all of our customers.

As well as offering competitive salaries at all levels and in every area of the business, we also offer hybrid working and a comprehensive benefits package designed to help you make more of your money, safeguard your future and enhance your health and well-being.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Transportation, Logistics, Supply Chain and Storage

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