Customer Services Team Manager

Reporting to the Customer Services Manager, this role is to lead and inspire the Customer Services Team in our Smethwick Head Office. You will be responsible for managing a team and ensuring your team delivers excellent customer service and that the customer always has a positive experience from DPD. 

You will also be focused on;

• Understanding key measures and exceeding targets
• Delivering KPIs.
• Understanding and delivering monthly 121s
• Managing all DPD policies. 
• Being able to identify problems quickly and solve them.
• Developing an excellent customer centric team who are the best in the industry. 
• Delivering the above while demonstrating the core values and DNA of the business.
• Quality and Compliance Audits

To succeed in this role you will have proven and demonstrable experience of working in a fast paced customer service environment as a Manager of a team with the ability to work well under pressure. Your outstanding communication skills, both verbal and written, and confident style of managing your staff will be fully utilised in this role. 

We would also expect you to have;

• Communication is essential in this role as you will need to communicate to your team and build relationships across the business internally and with key stakeholders externally. 
• The ability to motivate your team
• The ability to listen. 
• Technical ability and systems competency. We use Salesforce / Vonage
• Innovation
• Excellent organisational Skills
• Demonstrate the core DPD DNA values of Passion, Respect, Honesty, Flexibility, Caring and Accountability.