Customer Services Team Leader

DHL Germany; Ryton-on-Dunsmore; Hybrid; GBP 28,000; Full time

Job summary

DHL eCommerce UK is seeking a Customer Service Team Leader to oversee a dedicated team in Ryton on Dunsmore. This role involves enhancing customer service delivery through effective coaching and support while ensuring team collaboration and adherence to company values. Candidates should possess strong leadership and communication skills, along with a focus on customer satisfaction.

Benefits

25 days holiday entitlement

Hybrid working arrangements

Enhanced overtime rates

Holiday purchase scheme

Refer a Friend scheme

Recognition programs

Parcel Perks

Health benefits including Aviva Wellbeing App

Cycle to Work Scheme

Discounted bus travel

Qualifications

• Experience handling challenging customers.
• Ability to multitask under pressure.
• Strong leadership and communication skills.

Responsibilities

• Coach and motivate the customer service team.
• Encourage feedback and ideas for improvement.
• Maintain relationships with internal departments.

Skills

Planning and organizational skills

Customer focus

Attention to detail

Effective communication

Leadership qualities

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 our mission.

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 through case management, taking ownership of investigations, and exemplifying our four attributes: 'Can do', 'Passion', 'As One', and 'Right First Time'.

Key Responsibilities:

• Coach, support, and motivate the team, fostering a culture that prioritizes the customer, enabling outstanding service delivery.
• Encourage two-way feedback and generate ideas for continuous improvement to enhance customer experience and team performance.
• Maintain relationships with internal departments and colleagues across the business.
• Hold regular team updates, communicate relevant information, and monitor understanding and adherence to instructions.

Skills & Experience Required:

• Strong planning and organizational skills with the ability to multitask under pressure.
• Excellent customer focus and attention to detail.
• Experience handling challenging or angry customers.
• Effective communication skills.
• Strong leadership qualities.

Perks & Benefits:

• 25 days holiday entitlement
• Hybrid working arrangements
• Enhanced overtime rates
• Holiday purchase scheme
• Refer a Friend scheme
• Recognition programs: Employee of the Month, Quarter, Year, and others
• Parcel Perks
• Wellbeing and health benefits including the Aviva Wellbeing App and Digital GP
• Cycle to Work Scheme
• Discounted bus travel

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 integral to our culture. We seek passionate individuals committed to delivering with energy and a positive mindset, working collaboratively across the business.

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