Hybrid Customer Service Team Lead | KPI Driven & Growth

DPD Group; Smethwick; Hybrid; GBP 29,000 - 45,000; Full time

Benefits offered by this job

Holiday trading

Enhanced maternity/paternity package

Life assurance 4x salary

Free onsite parking

Vitality at Work

Discounted shopping

Milestone days off

Eye tests

Job summary

DPD Group is recruiting a Customer Service Team Manager in Smethwick. You will lead a busy team, ensuring excellent customer service and a consistently positive customer experience while aligning with DPD's values and operational standards.

You will drive performance, manage policy compliance, and deliver strong KPIs in a hybrid working pattern (3 days office, 2 at home). The role offers stability, progression and a competitive benefits package.

Qualifications

• Proven experience leading a fast-paced customer service team.
• Strong written and verbal communication skills with internal/external stakeholders.
• Ability to motivate, coach and develop staff under pressure.
• Comfort with analysing performance metrics and delivering results.

Responsibilities

• Understand key measures and exceed targets.
• Deliver KPIs and monthly 1:1s with team members.
• Manage company policies and ensure policy adherence.
• Identify problems quickly and implement solutions.
• Develop a highly customer-centric team that delivers top industry service.
• Uphold the company DNA and core values in daily work.
• Conduct quality and compliance audits with rigor.

Skills

Communication

Team leadership

Motivation

Active listening

Tools

Salesforce

Vonage

Job description

DPD Group is recruiting a Customer Service Team Manager in Smethwick. You will lead a busy team, ensuring excellent customer service and a consistently positive customer experience while aligning with DPD's values and operational standards.

You will drive performance, manage policy compliance, and deliver strong KPIs in a hybrid working pattern (3 days office, 2 at home). The role offers stability, progression and a competitive benefits package.