Customer Service Manager

This vacancy is being advertised as part of our talent pipeline for a potential new business opportunity. Whilst recruitment activity is underway, the role remains subject to contract award and business requirements. As a result, the vacancy may be amended, delayed or withdrawn at any stage of the recruitment process.

As a Customer Service Manager, you'll play a critical role in delivering an outstanding customer experience, leading a dedicated team and working closely with operational colleagues to ensure service excellence. You'll be responsible for driving performance, developing your team, and building strong partnerships with customers and stakeholders.

✅ A TYPICAL DAY MAY INVOLVE

• Monitoring customer service performance against agreed KPIs and taking action to drive continuous improvement

• Building strong relationships with customers and key stakeholders to ensure a high-quality service experience

• Leading, coaching and developing a customer service team to achieve individual and team objectives

• Managing escalations and complex customer queries, ensuring timely and effective resolution

• Reviewing customer feedback, identifying trends and implementing solutions to improve service delivery

• Ensuring team compliance with agreed processes, policies and service standards

• Utilising management information and reporting to drive operational performance and decision-making

• Planning resources effectively to meet customer demand and maintain service levels

✅ THIS ROLE WOULD SUIT PEOPLE WHO

• Have previous experience leading and developing customer service teams.

• Are passionate about delivering exceptional customer experiences.

• Can build effective working relationships with customers and stakeholders at all levels.

• Have strong problem-solving skills and can confidently manage customer escalations.

• Continuously look for opportunities to improve processes, service levels and efficiency.

• Are highly organised and able to prioritise workloads in a fast-paced environment.

• Communicate effectively, both verbally and in writing, adapting their style to different audiences.

• Are comfortable analysing performance data and using insights to drive improvements.

• Demonstrate a strong focus on achieving results and supporting team success.

• Have strong IT skills, including experience using Microsoft Office applications.

✅ 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.

Please be aware that interviews are provisionally scheduled to take place during the week commencing. Applications received after this date may not be considered but will be added to our talent pool for future opportunities, subject to your consent. Please also be aware that we review applications continuously and where we have a large number of applications the application period may close ahead of the provisional interview date. To ensure your application is considered we recommend submitting it as early as possible.

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