Customer Services Team Leader

DHL; Ryton-on-Dunsmore; Hybrid; GBP 28,000; Full time

Job description

DHL eCommerce UK is one the UK’s leading integrated parcel businesses. As part of the DHL Group, we have an extensive delivery network which covers the UK and over 220 countries. We are committed to pushing the boundaries of the express parcel delivery markets and aim to be the first choice for customers.

Excellence. Simply Delivered. That is what we do.

We are currently recruiting for a Customer Service Team Leader based at our site in Ryton on Dunsmore working Monday - Friday, on an 7.5 hour shift between the hours of 09.30 - 19:00. Salary £27,686.48 per annum.

Our team are responsible for delivering excellent customer service on all contacts through case management. Taking ownership for the investigation and displaying our four attributes, 'Can do', 'Passion', 'As One' and 'Right First Time'.

Key Responsibilities:

• Coach, support and motivate the team. Encourage and support efficient team working with a culture of making the customer first priority, which will enable the department to deliver outstanding customer service.
• Encourage a culture of two way feedback, generating ideas for continuous improvement to change and improve both the customer experience and the performance of the team.
• Maintain relationships with other internal departments and colleagues across the business.
• Hold regular team updates and ensure all relevant information is communicated with the team to assist them with their daily duties. Regularly monitor this to ensure information has been digested and instructions followed.

Skills & Experience Required:

• Planning and organisation skills with the ability to multi-task whilst working under pressure.
• Excellent customer focus and attention to detail.
• Experience in dealing with angry customers.
• Excellent communication skills.
• Excellent leadership skills.

Perks & Benefits:

• 25 days Holiday Entitlement
• Hybrid Working
• Enhanced overtime rates
• Holiday Purchase Scheme
• Refer a Friend Scheme
• Recognition Scheme: Employee of the Month, Employee of the Quarter, Employee of the Year, Exceptionals, CEO Can Do Award
• Parcel Perks
• Aviva Wellbeing App
• Aviva Digital GP 24/7
• Cycle to Work Scheme
• Discounted bus travel scheme

About Us:
DHL eCommerce UK accredited Top Employer 2024 for the third year running along with being certified as a Great Place to Work.

Our attributes are the lifeblood of everything we do. We are looking for people to join us, who have a ‘Passion’ to deliver with a happy heart, energy and commitment. We want our people to work ‘As One’ team across all areas of the business with a ‘Can Do’ mindset and commitment to deliver ‘Right 1st Time’ for all of our customers.

As well as offering competitive salaries at all levels and in every area of the business, we also offer hybrid working and a comprehensive benefits package designed to help you make more of your money, safeguard your future and enhance your health and well-being.