Head of Customer Services

We are seeking a highly experienced and dynamic Head of Customer Services to lead and transform our customer service strategy within the competitive UK parcel market. This pivotal role will be responsible for defining, implementing and overseeing all aspects of our customer service operations, ensuring best-in-class service delivery that drives customer loyalty and business growth. The successful candidate will be an inspirational leader with a proven track record of elevating customer service standards in high-volume, fast-paced environments. You will be passionate about understanding customer needs, leveraging technology, and motivating/empowering teams to deliver outstanding results.

Key Tasks and Responsibilities

• Strategic Leadership: Develop and execute a comprehensive customer service strategy aligned with company objectives, market trends, and customer expectations.
• Operational Excellence: Oversee all on-shore and off-shore customer service channels (e.g., phone, email, live chat), ensuring efficient operations, continuous improvement and consistent service quality.
• Team Leadership & Development: Lead, mentor and develop a high-performing customer service team, fostering a culture of empathy, problem-solving, accountability and continuous learning. This includes recruitment, training, performance management and career progression.
• Customer Experience Enhancement: Utilise contact feedback/insights to champion the voice of the customer. Implement initiatives to map and optimise the end-to-end customer journey, identify pain points and proactively address service issues to improve satisfaction and retention.
• Performance Management: Define, monitor and report on key customer service metrics (e.g., CSAT, first contact resolution, contact rates, productivity, reason for contact) utilising data and analytics to drive performance improvements and identify areas for investment.
• Technology & Innovation: Evaluate, recommend and implement customer service technologies and systems (e.g., CRM, AI-powered chatbots, self-service portals) to enhance efficiency, personalise interactions, improve the employee experience and meet evolving customer demands for pro-active real-time tracking and communication.
• Complaint Resolution & Escalation: Establish robust processes for handling complex queries and complaints, acting as a senior point of contact for escalated issues and ensuring timely, fair and effective resolutions.
• Cross-Functional Collaboration: Work closely with Customer Experience, Operations, IT, Sales, CRM, Marketing and other departments to ensure seamless service delivery, resolve operational challenges impacting customers, and align customer service initiatives with broader business goals.
• Budget Management: Manage the customer service budget effectively, optimising resource allocation and demonstrating ROI on customer service investments.
• Compliance & Best Practice: Ensure all customer service operations comply with relevant industry regulations and data protection laws staying abreast of best practices and emerging trends in customer service.

Qualifications

• Essential: Minimum of 5 years of leadership experience in customer service, with at least 2 years in a senior management role.
• Demonstrable experience within the parcel delivery, logistics, or high-volume e-commerce environment.
• Experience with Outsourced Teams including managing contracts, negotiating SLAs (Service Level Agreements), and ensuring adherence to performance standards.
• Proven ability to strategise, implement, and manage customer service operations across multiple channels.
• Strong analytical skills with the ability to interpret data, identify trends, and make data-driven decisions to improve service.
• Exceptional leadership and people management skills, with a track record of motivating and developing large teams.
• Excellent communication, negotiation, and interpersonal skills, with the ability to influence stakeholders at all levels.
• Experienced in CRM systems and customer service technologies.
• A proactive, problem-solving mindset with a passion for delivering outstanding customer experiences.
• Strong understanding of customer service best practices and regulatory requirements in the UK.

Desirable:

• Degree in Business, Logistics, Customer Service Management, or a related field.
• Experience with service design or customer journey mapping methodologies.
• Knowledge of contact centre optimisation techniques.

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
• Free onsite car parking for all employees
• Health Kiosks visiting every location
• Discounted shopping from 100’s of retailers including up to 5% off supermarket shopping
• Milestone Days off to celebrate with your family and friends
• 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. If you identify with our aims and values and can help us deliver our customers' promises, then this is the job for you! Apply today.