User experience manager Work, Jobs in Bilston, Wmd (with Salaries)

International Customer Service Manager
DPD Group UK —Oldbury
- £70,500 a year
- Full-time
- Hybrid work
- Customer service
- Leadership
- Communication skills
- Free parking
Quick apply
14d
Assistant Team Manager
City of Wolverhampton Council —Wolverhampton
- £52,413 - £56,730 a year
- Full-time
- Hybrid work
- Project management
- Communication skills
- Employee assistance programme
9d
CRM Manager
Steer —Birmingham
- £45,000 - £70,000 a year
- Full-time
- Hybrid work
- Salesforce
- Organisational skills
- Communication skills
- Annual leave
- Employee assistance programme
Quick apply
Marketing Manager
MOOT —Stafford
- £50,000 - £60,000 a month
- Remote
Hub Manager HM: Business
Ministry of Justice —Wolverhampton
- £30,001 - £40,000 a year
- Full-time
- Hybrid work
- Microsoft Word
- Microsoft Excel
- Presentation skills
- Annual leave
3d
Administration Manager
Veolia ES (UK) Limited —Aldridge
- Full-time
- Management
- Organisational skills
- Leadership
- Annual leave
- Employee discount
Quick apply
2d
Arboriculture Supervisor
City of Wolverhampton Council —Wolverhampton
- £44,075 - £49,282 a year
- Full-time
- Hybrid work
- Communication skills
5d
IT Manager & Hands on Principal Technician
Doocey Group —Tipton
- Full-time
- IT
- Leadership
- Communication skills
Community Development Manager
Lea Road Community Church —Wolverhampton
- £22,000 - £24,000 a year
- Part-time
- Administrative experience
- Supervising experience
- Project management
- Free parking
- Sick pay
Quick apply
Service Desk Analyst
West Midlands Combined Authority —Birmingham
- £34,780 - £39,188 a year
- Windows
- Microsoft Office
- Organisational skills
11d
Service Delivery Manager
Shoosmiths —Birmingham
- Hybrid work
- Analysis skills
- IT
- Leadership
Digital Transformation Manager
ApexNova Technologies —Birmingham
- £69,600 - £93,600 a year
- Full-time
- Analysis skills
- Project management
- Agile
- Employee stock purchase plan
Quick apply
3d
Area Manager - Community Services
Eden Futures —Wolverhampton
- £44,575 a year
- Annual leave
- Referral programme
Product Manager
HM Revenue and Customs —Birmingham
- £58,541 - £64,624 a year
- Part-time
- Hybrid work
- English
- Analysis skills
- Presentation skills
- Work from home
9d
User Researcher
Capgemini —Telford
- Hybrid work
- AWS
- No degree
- Travel
Gaming Community Operations Manager
GameX Digital Entertainment Ltd —Birmingham
- £64,000 a year
- Full-time
- Marketing
- Social media management
- Bachelor's degree
- Free parking
- Health & wellbeing programme
Quick apply
7d
Technical Manager
Epwin Group PLC —Telford
- Full-time
- Management
- Communication skills
Quick apply
Intelligence and Analysis Manager
Staffordshire County Council —Stafford
- £45,091 - £49,282 a year
- Data analysis skills
- Analysis skills
- Communication skills
6d
Store Manager - Walsall Clearance Store
Sainsbury's —Walsall
- From £33.45 an hour
13d
Product Manager
ASSA ABLOY —Willenhall
- Full-time
- Hybrid work
- Sales
- ERP systems
- Microsoft Office
Quick apply
6d

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International Customer Service Manager

DPD Group UK -
Oldbury

Quick apply

Job details

Full-time
£70,500 a year
14 days ago

Benefits

Free parking
Company pension
On-site parking

Qualifications

Customer service
Leadership
Communication skills

Full job description

Company Description

Contract: Permanent 37.5 hours per week
Salary: Circa £70,500 plus car and bonus
Location: DPD Oldbury, B94 9DA
Days of Work: Monday to Friday
Hours of Work: 09:00 - 17:30

DPD UK is a member of Geopost who are a market leader in parcel delivery and e-commerce solutions, providing a broad range of delivery and innovative services for customers worldwide. DPD UK has a turnover of nearly £2 billion and our aim is to be the most sustainable delivery company in the UK. At DPD UK we also aim to deliver the best service, use the best technology and recruit and retain the best people in the industry.

DPD is a Valuable 500 company and a Disability Confident Employer.

Job Description

Reporting to the Head of International Operations and Customer Services, you will lead and inspire the International Customer Services Team Managers within the International Operations Department.

Your primary responsibility is to ensure your team delivers excellent customer service, ensuring a consistently positive experience with DPD International. This role requires a holistic approach to problem-solving and the ability to proactively identify service-affecting issues across all international products. Utilising Salesforce and the NICE Tool, you will ensure the team meets or exceeds DPD Group Customer Service KPIs while building strong communication networks with internal and external stakeholders.

Additionally, you will own the ongoing strategy and development of the International Customer Services Team, ensuring alignment with the wider business and driving continuous improvement.

Key Responsibilities & Tasks;

Team Leadership & Development

Inspire & Lead: Develop an excellent, customer-centric team that strives to be the
best in the industry.

Performance Management: Conduct monthly 1-on-1 performance reviews and effectively manage all DPD HR policies.
Culture: Deliver all objectives while actively demonstrating the core values and "DNA" of the business.

Outsource Provider Performance Management

SLA & KPI Governance: Monitor, manage, and hold external outsource providers accountable to strict Service Level Agreements (SLAs) and DPD’s Customer Service KPIs.
Performance Reviews: Lead regular operational review meetings with outsource partners to analyse performance metrics, address service gaps, and drive accountability.

Quality Calibration: Collaborate with partners to align quality assurance frameworks, ensuring outsourced agents deliver the same high-standard customer experience as internal teams.
Capacity & Forecasting: Work closely with workforce management and outsource partners to ensure appropriate staffing levels during peak seasons and high-volume periods.

Operational Excellence & KPIs

Target Achievement: Understand key performance measures to consistently meet or exceed DPD Group Customer Service KPIs.
Reporting & Insight: Provide weekly insight and updates to the International General Manager - Operations regarding KPI performance, action updates, and contact drivers.
Escalation Management: Handle high-level International Escalations as required by the CS Management Team.
Quality & Compliance: Participate in and adhere to Quality & Compliance Audits.

Continuous Improvement & System Management

Issue Resolution: Identify all international service-affecting issues and communicate them immediately.
Proactive Improvement: Identify opportunities to improve service and customer experience; take ownership of follow-up actions.
Resource Management: Manage user licenses for the NICE Tool, ensuring full utilisation and reporting any surplus to eliminate unnecessary costs.

Stakeholder & Project Management

Relationship Building: Develop and own relationships with a network of internal and external partners, maintaining regular contact through minuted review meetings.
Project Collaboration: Work closely with business project teams, attending meetings and acting as a Subject Matter Expert (SME) where appropriate.

Qualifications

The successful candidate will have proven experience in a customer service management role, ideally within a call centre.

You will;

Demonstrate exceptional leadership skills with the ability to motivate, coach and develop teams.
Possess strong communication and interpersonal skills, with the confidence to engage effectively with customers, colleagues, and stakeholders.
Be highly organised with excellent problem-solving and decision-making abilities
Show a proactive, customer first approach with a passion for delivering oustanding service.
Have strong commercial awareness and an understanding of how customer service contributes to our business
Identify opportunities for process improvements and operational efficiencies
Demonstrate the core DPD DNA values of Passion, Respect, Honesty, Flexibility, Caring and Accountability.

Additional Information

About our benefits:

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.

Quick apply

Refine Your Search

user experience manager jobs in bilston, wmd

International Customer Service Manager

Assistant Team Manager

CRM Manager

Marketing Manager

Hub Manager HM: Business

Administration Manager

Arboriculture Supervisor

IT Manager & Hands on Principal Technician

Community Development Manager

Service Desk Analyst

Service Delivery Manager

Digital Transformation Manager

Area Manager - Community Services

Product Manager

User Researcher

Gaming Community Operations Manager

Technical Manager

Intelligence and Analysis Manager

Store Manager - Walsall Clearance Store

Product Manager

I want to receive the latest job alerts for user experience manager in bilston, wmd

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