Customer Service Frontline Specialist Manager Job at DHL – in Derby

Here at DHL Express UK, we are an employer of choice, a recognised Top Employer and specialists in providing Excellence, Simply Delivered. You could join our team of over 4000 employees dedicating themselves in Connecting People and Changing Lives through express delivery of parcels and international shipments from some of the best loved and most widely recognised brands across the globe.

DHL Express UK is part of the Deutsche Post DHL Group – the world’s most international company. We operate in more than 220 countries and territories worldwide, enabling us to provide exceptional national and international career development opportunities. Within DHL Express’s pursuit to be The Logistics Company of the World we engage in a number of initiatives such as – Go Teach, Go Green and Go Help.

Certified International Specialists

From Operations to Sales, Customer Services and Corporate Functions our mission remains the same, to provide Excellence. Simply Delivered to achieve this our Certified International Specialist programme builds a common culture and provides the specialised knowledge our employees need to do their job competently and confidently.

Our Values

Our values and culture are DHL Express UK are an extremely important aspect of our business. We embody our culture in three core phrases;

  • Being Results Orientated (Head)
  • Providing purposes (Heart)
  • Being positive about challenge, uncertainty and change (Guts)

In addition to ‘Head, Heart and Guts’. We promote an open and honest feedback culture based on Results & Respect, whereby our employees respect one another, embrace diversity and inclusion and drive employee engagement, every day and everywhere whilst never compromising, integrity and compliance.

Do you want to be part of a company that connects millions of people worldwide? Do you have the drive to make a difference? Click Apply Now!

Tasks and Responsibilities

To drive the achievement of targets in numerous different areas and KPI’s. Ensure efficient cost management, high levels of customer satisfaction and maximise potential revenue generation.

Manage and develop a group of Team Managers and where appropriate, a team of agents.

To build and motivate a group of Team Managers in order to achieve excellent levels of service and drive improvements in customer retention.

To maintain motivation optimising the balance of delivering excellent levels of service with high levels of productivity.

To achieve the expected levels of service, quality and cost control in a changing technological environment, where customer contact methods and expectation levels are continually developing

To identify opportunities to reduce the occurrence of service failure long-term.

Manage the customers experience by understanding their needs, gathering information and data, identifying root causes and taking action to meet and surpass their expectations.

Manage Team Managers to ensure the overall department goals are achieved consistently.

Implement and monitor standards when corresponding to all levels of customers, their legal representatives and appropriate staff. Ensuring that said responses whether on a written, verbal or personal basis are commercially sensible whilst not compromising DHL’s position.

Handle escalated customer calls in a professional manner to re-instil the customer’s faith in DHL and avoid further escalation.

Ensure all Customer Service staff are aware of all insurance information relating to high risk and high value shipments, including offering an advisory service in line with Risk Management policies, procedures and policy cover

Adhere to all current HR policies and procedures, all current security procedures to ensure the safekeeping of all company and customer property and all statutory and company regulations outlined in the Health & Safety policy

Understand and be able to respond to Business Continuity Plan and Disaster Recovery

Ensure that an effective local Quality Management System is in place which supports the requirements of ISO9001: 2000, including where necessary the appointment and support of a Local Quality Representative

Liaise on a regular basis with Telesales to ensure the sales lead process is working.

Manage, understand and control costs within the group in order to enable the improvement of profitability and productivity and the identification of areas of strong or weak performance.

Identify opportunities to enhance and improve business processes and/or support systems in the Retention area and communicate these to the relevant people at country or regional level responsible for dealing with them.

Input, document and manage cross functional projects to deliver future improvements to the DHL Service Offering including reporting of project and initiative benefits

Manage / balance the resource and workload of a cross functional , multi channel section within the contact centre.

Ensure resource planning incorporates adequate numbers of trained and qualified staff who are available to meet workload.

Recruit staff both internally and externally, according to agreed standards to ensure that Team Manager levels and customer service quality remain at a superior level

Ensure the provision of the necessary training and motivation to develop a team of employees capable of delivering exceptional service focusing, in particular, on their problem solving, up selling, customer experience and communication skills

Recruit, develop, lead, motivate, coach and support all direct reports to maximise performance and productivity as well as encourages service, excellence, quality and a ‘can do’ approach

Conduct and follow-up annual appraisals to ensure that key development plans are put in place to benefit both DHL and the individual.

Safety and Security

Adhere to country laws/regulations and company procedures/ standards in regard to Safety and Security

Adhere to customs / import / export procedures as applicable

Ensure any potential security breaches or concerns are brought to the attention of supervisor/manager without delay

There may be a requirement to undertake a Counter Terrorism Check (CTC) in relation to certain duties and procedures.

Our Promise to You – Benefits

Competitive salary

Eligibility to participate in performance related bonus schemes

Generous holiday entitlement increasing with years completed service

Company pension scheme with excellent contribution rates

Life Assurance

Enhanced maternity pay

Generous company sick pay

A competitive package of voluntary benefits including retail, entertainment, gym membership discounts, cash dental plans and more

Discounted Health Assessments

Access to professional employee assistance, wellbeing programme and qualified mental health first aiders

Excellent training and development opportunities with a strong focus on internal promotion

Your Profile – Skillsets and Attributes

Able to manage and motivate a diverse team within a high pressure environment

Strong understanding of call centre technology

Customer service focused

Excellent communication skills

Good knowledge of local work legislation applicable to the call centre environment.

Able to work with P&L and manage a cost budget

Strong understanding of Operations and Customer Service processes.

2 years experience in managing and motivating large teams of people.

3 years working within a call centre environment.

Experience of working in a customer centric environment

What’s Next?

  • Apply now and upload your CV online.
  • If your CV has been shortlisted one of our Recruitment & Talent Advisor’s will contact you within 5-10 days to discuss further details.
  • Please note: Due to the nature of our business we are regulated by the CAA (Civil Aviation Authority), therefore it is compulsory for all applicants once offered employment to provide a full 5 year employment history. Additional to this we are required to carry out a Criminal Record check.

About the Company

Company: DHL –

Company Location:  Derby

Estimated Salary:

About DHL -