International Customer Service Manager
- 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
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.
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
