Customer Services Team Manager

Dpd Group Uk; Birmingham; On-site; GBP 42,000 - 52,000; Full time

Benefits offered by this job

Holiday trading

Enhanced maternity and paternity

Life assurance 4x salary on joining

Free onsite car parking

Vitality at Work

Discounted shopping for staff

Milestone Days off

Free eye tests

Job summary

DPD is seeking a Customer Services Manager to lead the team at our Smethwick Head Office. You will drive excellent customer service, exceed targets, and deliver KPI results while upholding our core values.

You will manage monthly 1:1s, policies, and continuous improvement, developing a customer-centric team renowned in the industry. The role emphasizes coaching, governance, and quality/compliance audits.

Qualifications

• Experience leading a fast-paced customer service team.
• Excellent verbal and written communication skills.
• Ability to motivate and develop staff and manage stakeholders.

Responsibilities

• Lead and inspire the Customer Services Team at Smethwick Head Office.
• Manage the team to deliver excellent customer service and KPIs.
• Conduct monthly 1:1s and manage all DPD policies.

Skills

Team leadership

Customer service

Communication skills

Problem solving

Relationship building

Organisational skills

Tools

Salesforce

Vonage

Job description

Job Description

Reporting to the Customer Services Manager, this role is to lead and inspire the Customer Services Team in our Smethwick Head Office. You will be responsible for managing a team and ensuring your team delivers excellent customer service and that the customer always has a positive experience from DPD.

You will also be focused on;

• Understanding key measures and exceeding targets
• Delivering KPIs.
• Understanding and delivering monthly 121s
• Managing all DPD policies.
• Being able to identify problems quickly and solve them.
• Developing an excellent customer centric team who are the best in the industry.
• Delivering the above while demonstrating the core values and DNA of the business.
• Quality and Compliance Audits

Qualifications

To succeed in this role you will have proven and demonstrable experience of working in a fast paced customer service environment as a Manager of a team with the ability to work well under pressure. Your outstanding communication skills, both verbal and written, and confident style of managing your staff will be fully utilised in this role.

We would also expect you to have;

• Communication is essential in this role as you will need to communicate to your team and build relationships across the business internally and with key stakeholders externally.
• The ability to motivate your team
• The ability to listen.
• Technical ability and systems competency. We use Salesforce / Vonage
• Innovation
• Excellent organisational Skills
• Demonstrate the core DPD DNA values of Passion, Respect, Honesty, Flexibility, Caring and Accountability.

Additional Information

We recognise that our people are at the heart of our business, without them we wouldn’t be able to deliver our award-winning service to millions of customers across the country each day. It’s important to us that we demonstrate our recognition of you in providing you with more than just a salary and job stability. To name but a few…

• Holiday trading
• Enhanced maternity and paternity package
• Free life assurance of 4 x salary on joining the pension scheme
• Free onsite car parking for all employees
• Vitality at Work
• Discounted shopping from 100’s of retailers including up to 5% off supermarket shopping
• Milestone Days off to celebrate with your family and friends
• Free eye tests and support with the cost of glasses

Joining DPD can lead to not just a stable job but also a career. DPD prides itself on recognising and developing talent alongside a desire to promote from within. As a continually growing and evolving organisation, we are proud to offer a great number of development and promotion opportunities.

If you identify with our aims and values and can help us deliver our customers' promises, then this is the job for you!