Register Your Interest - Customer Service Specialist

DPD Group; Smethwick; On-site; GBP 21,000 - 27,000; Full time

Benefits offered by this job

Holiday trading

Enhanced maternity/paternity package

Free life assurance 4x salary

Vitality at Work

Free On Site Parking

Discounts with retailers

Job summary

DPD UK is seeking a Customer Service Specialist to join our frontline team at Smethwick Head Office. You will handle incoming calls, provide delivery status updates, and resolve customer issues with empathy and efficiency in a fast-paced call centre environment.

Ideal candidates bring proven customer service experience, excellent communication skills, and comfort with systems like Salesforce and Microsoft Office. A supportive, inclusive workplace with opportunities for development is offered.

Qualifications

• Proven experience in fast-paced customer service environments.
• Strong communication and active listening skills.

Responsibilities

• Take ownership of incoming customer calls and resolve issues on the first contact.
• Answer queries regarding delivery status, tracking, and collection needs with speed and empathy.
• Identify underlying issues and liaise with internal teams to ensure seamless service.

Skills

Customer service

Communication

Empathy

Problem-solving

Tools

Salesforce

Microsoft Office

Google Workspace

Job description

Register Your Interest - Customer Service Specialist

• Full-time
• Job Title: Customer Service Specialist
• Function: Customer Services
• Vacancy Type: Admin Purposes (only to be used as part of configuration)

REGISTER YOUR INTEREST

• Location:Smethwick Head Office
• Days of Work:Monday to Friday plus someweekends
• Hours of work:Between the hours of 8.00am and 6.30pm

DPD UK is a member of Geopost who are a market leader in parcel delivery and e-commerce solutions, providing a broad range of delivery and innovative services for customers worldwide. DPD UK has a turnover of nearly £2 billion and our aim is to be the most sustainable delivery company in the UK. At DPD UK we also aim to deliver the best service, use the best technology and recruit and retain the best people in the industry.

DPD is a Valuable 500 company and a Disability Confident Employer.

Love turning a customer’s day around? Ready to bring your high-energy customer service skills to a fast-paced, modern call centre environment? DPD the UK’s most sustainable delivery company is looking for clear communicators to join our high-performing, friendly team!

With a turnover nearly £2 billion, we offer job security, continuous career progression, and an inclusive culture where you truly belong.

Your Role on the Frontline as our Call Centre Customer Service Specialist, you’ll be the voice of DPD, taking ownership of incoming customer calls and resolving issues head-on.

Answer call queries regarding package delivery status, tracking, and collection needs with speed and empathy.

Identify underlying issues quickly and take complete accountability to resolve complaints on the first call.

Maintain key contact centre metrics including Average Handling Time, Response Times, Quality & Compliance, and Right 1st Time Resolution.

Liaise internally across departments to ensure seamless service for every customer.

What You Bring to the Team

Proven background in a fast-paced contact centre or inbound customer service environment.

Confident, warm telephone manner with outstanding listening skills to build quick rapport.

Ability to thrive under pressure while staying polite, professional, and patient.

• Demonstrate high levels of self-motivation and initiative to effectively problem solve.

Tech-savvy with experience navigating software like Salesforce, Microsoft Office, and Google Workspace.

Alignment with our core DNA: Passion, Respect, Honesty, Flexibility, Caring, and Accountability.

About our Benefits

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
• Vitality at Work
• Free On Site Parking
• 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.