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- Tasks: Lead a team to deliver top-notch customer service and support their growth.
- Company: Join DHL eCommerce UK, a leading parcel business with a global reach.
- Benefits: Enjoy 25 days holiday, hybrid working, and perks like the Cycle to Work scheme.
- Why this job: Be part of a passionate team in a certified Great Place to Work environment.
- Qualifications: Strong leadership, communication skills, and experience in customer service required.
- Other info: Work Monday to Friday with a competitive salary of £27,686.48 per annum.
The predicted salary is between 23000 - 31000 £ per year.
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.
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Customer Services Team Leader employer: DHL
Contact Detail:
DHL 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 and attributes, such as '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
Showcase your leadership skills by preparing examples of how you've successfully coached and motivated teams in the past. Be ready to discuss specific situations where your guidance led to improved performance or customer satisfaction.
✨Tip Number 3
Research common challenges faced in customer service roles, especially in parcel delivery. Being able to discuss these challenges and propose solutions will demonstrate your proactive approach and understanding of the industry.
✨Tip Number 4
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.
We think you need these skills to ace Customer Services Team Leader
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities of a Customer Services Team Leader at DHL eCommerce UK. Highlight your relevant experience in coaching and motivating teams, as well as your ability to handle customer complaints effectively.
Tailor Your CV: Customise your CV to reflect the skills and experiences that align with the job description. Emphasise your leadership abilities, customer service experience, and any specific achievements that demonstrate your capability to excel in this role.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your understanding of DHL's values. Use specific examples from your past experiences to illustrate how you embody the attributes of 'Can Do', 'Passion', 'As One', and 'Right First Time'.
Proofread Your Application: Before submitting your application, carefully proofread all documents for spelling and grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial for a leadership position.
How to prepare for a job interview at DHL
✨Show Your Leadership Skills
As a Customer Services Team Leader, demonstrating your leadership abilities is crucial. Prepare examples of how you've successfully coached and motivated teams in the past, highlighting your approach to fostering a positive team culture.
✨Emphasise Customer Focus
DHL values excellent customer service, so be ready to discuss your experience in handling customer inquiries and complaints. Share specific instances where you turned a negative customer experience into a positive one, showcasing your 'Can Do' attitude.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving skills and ability to handle difficult situations. Think about how you would manage an angry customer or resolve a team conflict, and articulate your thought process clearly.
✨Demonstrate Continuous Improvement Mindset
DHL encourages a culture of feedback and improvement. Be prepared to discuss how you've contributed to process improvements in previous roles. Highlight any initiatives you've led or participated in that enhanced customer experience or team performance.
