Customer Services Team Leader

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

Job summary

A leading logistics company in the UK is seeking a Customer Service Team Leader to supervise a team of coordinators. In this role, you will provide excellent service while addressing escalations and ensuring operational excellence. The ideal candidate will have proven customer service skills, strong communication abilities, and supervisory experience. Join a generous pension scheme and enjoy various benefits while being part of a diverse and inclusive workplace.

Benefits

Generous pension scheme

Free 24/7 GP consultations

Retail and lifestyle discounts

Affordable loans and savings schemes

Qualifications

• Experience handling queries and escalations for stakeholders.
• Ability to support and guide team members effectively.
• Strong communication skills ensuring accuracy in interactions.

Responsibilities

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

Skills

Proven customer service skills

Strong communication

Attention to detail

Supervisory experience

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.