International Customer Service Manager

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 DPDs 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 wouldnt be able to deliver our award-winning service to millions of customers across the country each day. Its 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 100s 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.

Remote Work :

No

Employment Type :

Full-time

Experience: years
Vacancy: 1