This vacancy is being advertised as part of our talent pipeline for a potential new business opportunity. As such, the role is subject to contract award and business requirements and may be amended or withdrawn at any stage of the recruitment process. We’re looking for an experienced Customer Service Centre Manager to lead our Customer Experience Centre, drive service excellence, and develop a high-performing team.
A TYPICAL DAY MAY INVOLVE
- Monitoring service levels and liaising with the Tradeteam Management Team to identify performance trends and opportunities to improve customer behaviors.
- Providing customers with prompt and effective responses to queries in line with agreed processes and service standards.
- Leading, managing and developing a team, ensuring appropriate resource levels, scheduling and training.
- Leading and managing resources within the Customer Experience Centre to deliver outstanding customer service.
- Ensuring agreed processes are followed, maintained and updated where required.
- Undertaking resource planning to ensure sufficient skilled colleagues are available to meet customer requirements.
THIS ROLE WOULD SUIT PEOPLE WHO
- Can produce clear and effective written communications tailored to different audiences.
- Build strong and lasting relationships with customers and stakeholders.
- Continuously improve processes and ways of working to drive efficiency, enhance service and reduce costs.
- Communicate confidently and effectively, influencing and engaging others whilst actively listening.
- Lead teams in a way that builds engagement, accountability and commitment to achieving objectives.
- Demonstrate a strong focus on delivering results and driving continuous improvement.
WHY JOIN US?
- Free parking and on-site canteen
- We’re happy to talk about flexible working – just ask about alternative patterns at interview
- Join our generous pension scheme and benefit from an 8% employer contribution, alongside a 4% employee contribution
- Free confidential 24/7 GP consultations
- Hundreds of retail and lifestyle discounts
- Affordable loans, savings schemes and free mortgage advice
- Visit https://careers.dhl.com/global/en/working-at-dhl-supply-chain to learn more
WHO WE ARE
We’re the global leaders in supply chain management with 188,000 people in over 50 countries. Our expert teams work together to deliver for our customers across a range of industries including retail, automotive, healthcare and more.
BUILDING AN INCLUSIVE WORKPLACE
At DHL, we’re all about creating a workplace where everyone’s skills and experiences matter, and where you can be your true self every day. As proud supporters of the Armed Forces Covenant, we value the skills and experience of ex-service personnel and are dedicated to helping our veterans find jobs. #DSCUKICF
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