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- Tasks: Lead a team to deliver top-notch customer service and support.
- Company: Join DHL eCommerce UK, a leading parcel business with a global reach.
- Benefits: Enjoy 25 days holiday, hybrid working, and various employee perks.
- Why this job: Be part of a passionate team focused on customer satisfaction and continuous improvement.
- Qualifications: Strong leadership, communication skills, and experience in customer service required.
- Other info: DHL is a Top Employer 2024 and offers a vibrant workplace culture.
The predicted salary is between 22700 - 30800 £ per year.
DHL eCommerce UK is one of the UK’s leading integrated parcel businesses. As part of the DHL Group, we have an extensive delivery network covering the UK and over 220 countries. We are committed to pushing the boundaries of the express parcel delivery market 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 a 7.5-hour shift between 09:30 – 19:00. Salary: £27,686.48 per annum.
Our team is responsible for delivering excellent customer service across all contacts through case management, taking ownership of investigations, and embodying our four attributes: \’Can do\’, \’Passion\’, \’As One\’, and \’Right First Time\’.
Key responsibilities:
- Coach, support, and motivate the team. Foster a culture of making the customer the top priority, enabling the department to deliver outstanding customer service.
- Encourage a culture of two-way feedback, generating ideas for continuous improvement to enhance both the customer experience and team performance.
- Maintain relationships with other internal departments and colleagues across the business.
- Hold regular team updates and ensure all relevant information is communicated effectively to assist with daily duties. Monitor this regularly to ensure understanding and proper execution.
Skills & Experience required:
- Strong planning and organizational skills with the ability to multitask under pressure.
- Excellent customer focus and attention to detail.
- Experience in handling difficult or angry customers.
- Excellent communication skills.
- Strong leadership abilities.
Perks & Benefits:
- 25 days holiday entitlement
- Hybrid working arrangements
- Enhanced overtime rates
- Holiday purchase scheme
- Refer a Friend Scheme
- Recognition schemes: Employee of the Month, Quarter, 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 has been recognized as a Top Employer 2024 for the third consecutive year and is certified as a Great Place to Work.
Our core attributes are essential to everything we do. We seek passionate individuals who are eager to deliver with energy and commitment. We encourage our people to work as one team with a \’Can Do\’ attitude, dedicated to delivering \’Right First Time\’ for our customers.
We offer competitive salaries, hybrid working, and a comprehensive benefits package designed to support your financial security, health, and well-being.
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Customer Services Team Leader employer: DHL eCommerce UK
Contact Detail:
DHL eCommerce UK Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Services Team Leader
✨Tip Number 1
Familiarise yourself with DHL's core values: 'Can do', 'Passion', 'As One', and 'Right First Time'. During your interactions, whether in interviews or networking, demonstrate how you embody these values in your previous roles.
✨Tip Number 2
Prepare specific examples of how you've successfully led a team in a customer service environment. Highlight instances where you improved team performance or customer satisfaction, as this will resonate well with the hiring managers.
✨Tip Number 3
Network with current or former employees of DHL eCommerce UK on platforms like LinkedIn. Engaging with them can provide valuable insights into the company culture and expectations, which you can leverage during your application process.
✨Tip Number 4
Stay updated on industry trends in logistics and customer service. Being knowledgeable about current challenges and innovations in the sector can help you stand out as a candidate who is proactive and informed.
We think you need these skills to ace Customer Services Team Leader
Some tips for your application 🫡
Understand the Role: Read the job description carefully to understand the key responsibilities and skills required for the Customer Services Team Leader position. Tailor your application to highlight how your experience aligns with these requirements.
Showcase Leadership Skills: Since this role involves coaching and motivating a team, make sure to provide specific examples of your leadership experience in your CV and cover letter. Highlight instances where you successfully led a team or improved customer service outcomes.
Emphasise Customer Focus: DHL values excellent customer service. In your application, include examples of how you've dealt with challenging customer situations and how you prioritised customer satisfaction in your previous roles.
Use the Right Language: Incorporate the company's attributes such as 'Can Do', 'Passion', 'As One', and 'Right First Time' into your application. This shows that you resonate with their company culture and values, making your application more appealing.
How to prepare for a job interview at DHL eCommerce UK
✨Show Your Leadership Skills
As a Customer Services Team Leader, demonstrating your leadership abilities is crucial. Prepare examples of how you've successfully motivated and supported a team in the past, focusing on your coaching style and how you encourage a customer-first culture.
✨Emphasise Customer Focus
DHL values excellent customer service, so be ready to discuss your approach to handling customer inquiries and complaints. Share specific instances where you turned a negative experience into a positive one, showcasing your problem-solving skills and attention to detail.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your ability to handle difficult situations, such as dealing with angry customers. Think through potential scenarios and how you would respond, highlighting your 'Can Do' attitude and commitment to getting it 'Right First Time'.
✨Foster a Culture of Feedback
DHL promotes a culture of two-way feedback. Be prepared to discuss how you encourage open communication within your team and how you implement feedback for continuous improvement. This will demonstrate your alignment with their values and your proactive approach to team dynamics.
