Job Description

DHL Parcel UK is one the UK\xe2\x80\x99s leading integrated parcel businesses. As part of the Deutsche Post 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 Milton Keynes, Monday \xe2\x80\x93 Friday, on an 8-hour shift between the hours of 07:00 - 19:00, \xc2\xa326,880.07 annual salary.

The role of the Team Leader is to support the Customer Service Manager with the day-to-day management of the department. Responsible for leadership of a team to deliver excellent customer service whilst maintaining exceptional levels of quality within the team, ensuring ownership is taken for the investigation, whilst always being focused on first time resolution.

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:

• Work consistently to the highest standards for your team to achieve or exceed both individual and team Quality Targets, Key Performance Indicators and Service Level Agreements in line with department objectives. This is to be achieved across all communication channels \xe2\x80\x93 phones, web, emails, social, reporting.
• 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.
• Complete daily quality checks to ensure Customer Service Advisors update all key information in the systems clearly and concisely, ensuring customers are updated regularly with progress on their query.
• 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.
• Support all new starters during induction period.
• Develop a full understanding of DHL Parcel UK services and products and all relevant DHL Parcel UK operating systems.
• Promote self-service and alternative products to new and existing customers.
• Attend regular meetings/briefs held by the Customer Service Centre Management team. Contribute ideas to change and improve the customer experience and the performance of the team.
• Provide timely feedback to Customer Service Advisors to drive improvements in quality to support the quality monitoring process.
• Responsibility for HR policy adherence; attendance management and disciplinary processes. Return to Work interviews, informal counselling and stage 1 and 2 disciplinary process. Instigate and complete the Performance Improvement Programme for individuals where this is deemed appropriate.
• To act as a conduit to identify issues within the department, and to report to the Customer Service Management team.

Skills & Experience required:

• Planning and organisation skills with the ability to multitask whilst working under pressure
• Customer focus and attention to detail
• Excellent communication and listening skills
• Experience in handling escalations and finding a resolution
• Excellent Leadership skills

• Minimum of 1 year working in a comparable or acting supervisory role is preferred

Perks & Benefits

• 25 days Holiday Entitlement
• Hybrid Working
• Enhanced over time 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 Parcel UK accredited Top Employer 2023 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 \xe2\x80\x98Passion\xe2\x80\x99 to deliver with a happy heart, energy and commitment. We want our people to work \xe2\x80\x98As One\xe2\x80\x99 team across all areas of the business with a \xe2\x80\x98Can Do\xe2\x80\x99 mind-set and commitment to deliver \xe2\x80\x98Right 1st Time\xe2\x80\x99 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.

DHL