Customer Services Team Leader

DHL eCommerce UK; Milton Keynes; Hybrid; GBP 28,000; Full time

Job summary

DHL eCommerce UK seeks a Customer Service Team Leader for a dynamic role in Ryton on Dunsmore. Responsible for leading a dedicated team to enhance customer service experiences, this position offers competitive salary and comprehensive benefits, including hybrid working options.

Benefits

25 days holiday entitlement

Hybrid working arrangements

Enhanced overtime rates

Holiday purchase scheme

Refer a Friend Scheme

Recognition schemes

Parcel Perks

Aviva Wellbeing App

Aviva Digital GP 24/7

Cycle to Work Scheme

Discounted bus travel scheme

Qualifications

• Strong planning and organizational skills.
• Excellent customer focus and attention to detail.
• Experience with difficult customers.
• Strong communication and leadership abilities.

Responsibilities

• Coach and motivate the team to prioritize customer service.
• Foster a culture of feedback and continuous improvement.
• Maintain relationships with internal departments.
• Hold regular team updates and communicate relevant information.

Skills

Planning

Organizational skills

Customer focus

Communication

Leadership

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. 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 a 7.5-hour shift between 09:30 - 19:00. Salary: £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 attributes: 'Can do', 'Passion', 'As One', and 'Right First Time'.

Key responsibilities:

1. Coach, support, and motivate the team. Foster a culture of making the customer the top priority, enabling the department to deliver outstanding customer service.
2. Encourage a culture of two-way feedback, generating ideas for continuous improvement to enhance both the customer experience and team performance.
3. Maintain relationships with other internal departments and colleagues across the business.
4. Hold regular team updates and ensure all relevant information is communicated effectively to assist with daily duties. Monitor this regularly to ensure understanding and proper execution.

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 in handling difficult or angry customers.
4. Excellent communication skills.
5. Strong leadership abilities.

Perks & Benefits:

• 25 days holiday entitlement
• Hybrid working arrangements
• Enhanced overtime rates
• Holiday purchase scheme
• Refer a Friend Scheme
• Recognition schemes: Employee of the Month, Quarter, 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 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 are essential to everything we do. We seek passionate individuals who are eager to deliver with energy and commitment. We encourage our people to work as one team with a 'Can Do' attitude, dedicated to delivering 'Right First Time' for our customers.

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