Hybrid: Customer Services Team Lead

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

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.