Customer Services Team Manager - Training

DPD UK; Smethwick; On-site; GBP 26,000 - 43,000; Full time

Benefits offered by this job

Holiday trading

Enhanced parental leave

Life assurance 4x salary

Free onsite car parking

Discounted shopping

Milestone days off

Eye tests support

Job summary

DPD UK is seeking a proactive Training Lead to design, deliver, and continuously improve training across CCS locations. You will motivate teams, assess development needs, and ensure engaging learning experiences that align with our service standards.

The role requires excellent stakeholder communication, organisational skills, and the ability to manage training KPIs and budgets. A dynamic, customer-focused mindset aligns with our DNA and growth ambitions.

Qualifications

• Experience in a fast-paced role with the ability to work under pressure.
• Outstanding verbal and written communication skills.
• Stakeholder management and coordination abilities.

Responsibilities

• Create and deliver training programs.
• Be accountable for CCS Communication.
• Maintain understanding of CCS Estate.
• Develop standardised training practices and processes.
• Tailor approaches to individuals.
• Identify and solve problems quickly.
• Build and maintain relationships with stakeholders.
• Host regular stakeholder meetings.
• Develop a customer-centric team in the CCS field.
• Conduct training needs analyses and make recommendations.
• Evaluate impact of training delivered.
• Implement and manage training KPIs.
• Deliver training within agreed budgets.

Skills

Communication

Coaching

Technical ability

Data analysis

Innovation

Motivation

Training delivery

Flexibility

Organisational Skills

Tools

Microsoft Office

Job description

• Contract: Permanent, 37.5 hours per week
• Salary: Up to £42,700 (Depending on experience)
• Location: Roebuck Lane, Smethwick, B66 1BY
• Days of Work: Monday - Friday with occasional weekends
• Hours of Work: Between 8am - 6.30pm

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.

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

This role is to lead, motivate and inspire the team to create and deliver training that is engaging and successful. You will also be constantly assessing training and development needs across all CCS locations in order to drive a culture of continuous improvement. You will need to be highly organised, and have excellent communication skills in order to keep your stakeholders informed and manage expectations.

You will also be required to;

• Create and deliver training
• Be accountable for CCS Communication
• Maintain a good understanding of what is happening across the CCS Estate
• Develop accessible and standardised training practices and processes
• Be prepared to tailor an approach to an individual
• Be able to identify problems quickly and solve them
• Build and maintain relationships internally and externally with key stakeholders
• Host regular stakeholder meetings
• Develop a customer centric team who are incomparable in their field
• Conduct regular training and development needs analysis and make recommendations
• Evaluate the impact and benefit of all training delivered
• Implement and manage training KPIs
• Be accountable for delivering training to agreed budgets
• Alignment with our core DNA: Passion, Respect, Honesty, Flexibility, Caring, and Accountability.

Qualifications

To succeed in this role you will have proven and demonstrable experience of working in a fast paced role with the ability to work well under pressure. Your outstanding communication skills, both verbal and written skills will be fully utilised in this role. As well as this you will need the following skills;

• Communication
• Coaching
• Technical ability and systems competency
• Data analysis
• Innovation
• Motivation
• Training delivery
• Flexibility
• Organisational Skills

Additional Information

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
• Discounted shopping from 100’s of retailers including up to 5% off supermarket shopping
• Milestone Days off to celebrate with your family and friends
• For employees who regularly use a screen as part of their job we offer 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!