Customer service manager Work, Jobs in Edgbaston, 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
7d
Customer Service Contact Centre Manager
City of Wolverhampton Council —Wolverhampton
- £52,413 - £56,730 a year
- Full-time
- Hybrid work
- CRM software
- Management
- Customer service
10d
Customer Service Manager- Birmingham New Street
XC Trains Limited —Birmingham
- Customer service
- Presentation skills
- Cash handling
Quick apply
9d
Shop Manager
Farmfoods —Smethwick
- £39,889.20 - £48,343.08 a year
- Weekend availability
- Management
- Leadership
- Annual leave
- Employee discount
Quick apply
6d
Customer Relationship Manager
nGeneration —Tipton
- £32,000 a year
- Full-time
- Microsoft Word
- Hospitality
- Microsoft Excel
Quick apply
Store Manager - Full Time
Cash Generator —Birmingham
- £32,000 - £35,000 a year
- Full-time
- Management
- Customer service
- Microsoft Office
Quick apply
6d
ZARA BIRMINGHAM DEPUTY STORE MANAGER
INDITEX —Birmingham
- Full-time
- Customer service
- Leadership
Quick apply
Assistant Manager
Farmfoods —Birmingham
- £32,648.00 - £35,306.88 a year
- Weekend availability
- Management
- Annual leave
- Employee discount
Quick apply
6d
Trainee Shop Manager
Farmfoods —Birmingham
- £32,648.16 - £35,306.88 a year
- Full-time
- Retail management
- Annual leave
- Employee discount
Quick apply
6d
Customer Service Team Leader
WDC Automotive Ltd t/a wedelivercars.co.uk —Walsall Wood
- £32,500 - £35,000 a year
- Full-time
- Management
- Customer service
- English
Quick apply
5d
Cleaning Manager
ABM UK —Perry Barr
- £37,000 a year
- 8 hour shift
- Microsoft Powerpoint
- Microsoft Word
- Microsoft Excel
- Annual leave
Quick apply
Operations Manager - Customs & Brokerage
Carousel Logistics —Birmingham
- Up to £60,000 a year
- Hybrid work
- Management
- Travel
- Leadership
- Free parking
- Annual leave
Assistant Manager
Starbucks —Birmingham
- Weekend availability
- Leadership
- Store discount
- Employee assistance programme
Customer Experience Manager
Community Housing —Kidderminster
- £53,192 a year
- Full-time
- Customer service
- Leadership
9d
Assistant Manager - Erdington The Green
BoyleSports —Birmingham
- £13.20 an hour
Quick apply
Sales Manager
NEXT —Birmingham
- From £13,472 a year
- Part-time
- Employee discount
Associate Customer Relationship Manager
nGeneration —Bromsgrove
- £28,000 a year
- Full-time
- Microsoft Word
- Hospitality
- Microsoft Excel
Quick apply
Credit Manager
OneAdvanced —Birmingham
- Mentoring
- IT
- In-person
- Work from home
- Employee assistance programme
Admin Manager
Berkley Care Group —Warwick
- £35,000 a year
- Full-time
- Customer service
- Administrative experience
- Organisational skills
- Employee assistance programme
- Employee discount
10d
Customer Experience Manager
Consumer Council for Water —Birmingham
- £40,510 a year
- Full-time
- Hybrid work
- Management
- Presentation skills
- Organisational skills
- Annual leave
4d

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International Customer Service Manager

DPD Group UK -
Oldbury

Quick apply

Job details

Full-time
£70,500 a year
7 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

customer service manager jobs in edgbaston, wmd

International Customer Service Manager

Customer Service Contact Centre Manager

Customer Service Manager- Birmingham New Street

Shop Manager

Customer Relationship Manager

Store Manager - Full Time

ZARA BIRMINGHAM DEPUTY STORE MANAGER

Assistant Manager

Trainee Shop Manager

Customer Service Team Leader

Cleaning Manager

Operations Manager - Customs & Brokerage

Assistant Manager

Customer Experience Manager

Assistant Manager - Erdington The Green

Sales Manager

Associate Customer Relationship Manager

Credit Manager

Admin Manager

Customer Experience Manager

I want to receive the latest job alerts for customer service manager in edgbaston, wmd

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