At a Glance
- Tasks: Ensure top-notch customer service and resolve issues efficiently.
- Company: Join DPD, a leading sustainable delivery network in Europe.
- Benefits: Enjoy competitive pay, holiday trading, and discounts at hundreds of retailers.
- Other info: Great opportunities for growth and development within a supportive team.
- Why this job: Make a real difference in customer satisfaction while building your career.
- Qualifications: Customer service experience and strong communication skills are essential.
The predicted salary is between 25000 - 30000 £ per year.
Full-time
Function: Customer Services
Vacancy Type: Permanent - Full Time
Contract: Permanent 37.5 hours per week
Location: DPD Pickup Offices, Building 4, Media way (Off Forge lane) Etruria Village, Stoke on Trent, ST1 5SY
Days of Work: Monday to Friday (Weekends on a rota basis)
Hours of Work: Monday - Friday 9am–5pm and Saturday 9am–1pm
DPD is one of Europe's leading parcel delivery networks, aiming to be the most sustainable delivery company in the UK, with a turnover of nearly £2 billion. We deliver the best service, use the best technology and recruit and retain the best people in the industry.
Our Pickup Office Manager is looking for a reliable and dedicated Pickup Service Delivery Agent to join their highly skilled and dedicated team.
As a Pickup Service Delivery Agent your key responsibility will be to ensure a “right first time” resolution for our customer by exceeding customer expectations and keeping any promises made to them. You will also be expected to:
- Ensure relevant and thorough investigations are carried out to fully resolve any issues or complaints
- Be accountable for taking the appropriate security measures to support the prevention of fraud
- Take inbound calls and make outbound calls to the Pickup Shop network and DPD Depots
- Assist with queries and escalations from the Pickup shop network
- Ensure a high level of service and responsiveness at all times
- Undertake any other tasks as required to assist with the smooth running of the service
To be successful in this role you must be able to evidence demonstrable administrative and customer service experience ideally gained within a busy environment. Passionate about providing a quality service, your naturally strong customer service and problem resolution skills will be fully utilised in this role as will your ability to work on your own initiative and remain polite and professional at all times. We will also expect you to have:
- Clear and confident communication skills and the ability to simplify complex situations
- Excellent relationship building skills
- High levels of self-motivation and initiative to resolve problems
- A good understanding of MS Office and administration skills
- A willingness to go the ‘extra mile’ to exceed expectations, to delight customers with your own energy and enthusiasm
- The ability to remain calm and focused in a pressurised environment
- Demonstrate the DPD DNA Values of – Flexibility, Accountability, Respect, Honesty, Caring and Passion
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
- Discounted shopping from 100’s of retailers including up to 5% off supermarket shopping
- Milestone Days off to celebrate with your family and friends
- For employees who regularly use a screen as part of their job we offer 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.
StudySmarter Expert Advice🤫
We think this is how you could land Pickup Service Delivery Agent / Customer Services
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at DPD Group. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like DPD Group before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Pickup Service Delivery Agent / Customer Services
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to DPD Group:Your cover letter is your chance to shine! Tell us why you want to work at DPD Group specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at DPD Group!
How to prepare for a job interview at DPD Group
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
