Customer Services Team Manager

DPD UK; Smethwick; Hybrid; GBP 32,000 - 46,000; Full time

Benefits offered by this job

Holiday trading

Maternity/Paternity package

Life assurance 4x salary

Onsite parking

Vitality at Work

Retail discounts

Milestone days off

Eye tests & glasses support

Job summary

DPD UK in Smethwick is seeking a Customer Services Manager to lead a busy team at our Head Office. You will drive excellent customer service, manage KPIs, and oversee policy implementation while upholding our values and delivering high quality, compliant service.

The role requires strong people leadership, stakeholder management, and a proven track record in fast-paced customer service environments. Hybrid working with office days and home-based days is offered.

Qualifications

• Experience leading a team in a fast-paced customer service environment.
• Outstanding verbal and written communication skills and confident management style.
• Ability to work under pressure and manage stakeholder relationships.

Responsibilities

• Lead and inspire the Customer Services Team in Smethwick Head Office.
• Ensure delivery of excellent customer service and positive customer experience.
• Meet and exceed key KPIs and deliver monthly 121s.
• Manage all DPD policies.
• Identify problems quickly and implement solutions.
• Develop a high-performing, customer-centric team.
• Demonstrate DPD DNA values in all actions.
• Conduct quality and compliance audits.

Skills

Communication

Team motivation

Listening

Technical systems competency

Innovation

Organisational skills

People management

Tools

Salesforce

Vonage

Job description

• Contract Type: Permanent / 37.5 hours per week
• Location: Smethwick B66 1BY
• Days of Work: 8am-6.30 weekdays, 8-4 Saturday & Sunday
• Hybrid Working: 3 days office based, 2 at home

Join us on our journey as we aim to be the UK’s most sustainable delivery company, whilst ensuring our customers continue to receive a world class service. You will be in a busy and fast paced business, with a turnover of nearly £2 billion, that can offer you great benefits and plenty of opportunities to progress your career

DPD are passionate about creating an environment that is open, ethical, inclusive and socially responsible.

When joining DPD you are not just starting a job, you are vital to our journey to be the most customer centric, inclusive, sustainable and leading parcel delivery provider within the UK who embraces and drives change, placing our people and our customers at the heart of what we do.

Along with job security, the tools to do the job and a competitive salary, you’ll receive fantastic benefits starting on day one, including never working on your birthday ever again!!!

DPD is a Valuable 500 company and a Disability Confident Employer

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!