Customer Services Team Leader

DHL Germany; Worksop; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading logistics company in Worksop is seeking a Customer Service Team Leader to lead a team of coordinators. The role involves ensuring exceptional customer service, meeting KPIs, and providing guidance to team members. Candidates should have proven customer service skills and supervisory experience, with knowledge of ERP or SAP systems preferred. This is a full-time position with a fixed-term contract offering various employee benefits, including a pension scheme and workplace inclusivity.

Benefits

Generous pension scheme with 8% employer contribution

Free confidential 24/7 GP consultations

Hundreds of retail and lifestyle discounts

Affordable loans and savings schemes

Qualifications

• Experience handling queries and escalations for internal and external stakeholders.
• Supervisory experience is desirable.
• Ability to support and guide team members effectively.

Responsibilities

• Lead and develop a team of coordinators, providing guidance and coaching.
• Ensure operational excellence by meeting KPIs and targets.
• Deliver exceptional customer service to internal and external stakeholders.
• Produce accurate reports and insights to support decision-making.

Skills

Proven customer service skills

Strong communication

Attention to detail

Tools

ERP or SAP system knowledge

Job description

Grade: RCS N

Contract Type: Secondment/Fixed Term - 6 months

Shift patterns: 37.5 hours per week, Monday - Friday working 8 hour shifts between 7am and 5pm (working 1 in 3 Saturday mornings)

Location: Worksop - S80 3EG

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 Service Team Leader to oversee a small team of coordinators, to provide excellent customer service whilst acting as the escalation point for the team.

A typical day may involve

• Lead and develop a team of coordinators, providing guidance, coaching, and performance management through 1:1s, reviews, and absence management
• Ensure operational excellence by meeting KPIs and targets, auditing processes, and serving as the escalation point for complex issues
• Deliver exceptional customer service to internal and external stakeholders while supporting training initiatives and maintaining SOP compliance
• Produce accurate reports and insights to support decision-making and continuous improvement across the team and department

This role would suit people who

• Proven customer service skills, with experience handling queries and escalations for internal and external stakeholders
• Strong communication and attention to detail, ensuring accuracy and clarity in all interactions and documentation
• Supervisory experience is desirable, with the ability to support and guide team members effectively
• ERP or SAP system knowledge preferred (training available)

Why join us?

• 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.