Team Leader - Customer Service

DHL
DHL

Customer Service

Ukraine · United Kingdom · Birmingham, UK · Coleshill, Birmingham, UK

Posted on Jun 30, 2026
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This vacancy is being advertised as part of our talent pipeline for a potential new business opportunity. As such, the role is subject to contract award and business requirements and may be amended or withdrawn at any stage of the recruitment process.
We're looking for a motivated and customer-focused Customer Service Team Leader to lead, coach and support a team of Customer Service Advisors in delivering an outstanding customer experience. This is a fantastic opportunity for an experienced people leader who thrives in a fast-paced environment, enjoys developing others, and is passionate about driving service excellence and continuous improvement.

✅A TYPICAL DAY MAY INVOLVE

  • Leading, coaching and supporting a team of Customer Service Advisors to deliver excellent customer service.
  • Monitoring team performance against KPIs and taking action to maintain service levels.
  • Planning rotas and coordinating tasks across the team to ensure operational requirements and customer needs are met
  • Handling escalated customer queries and ensuring timely resolution.
  • Supporting resource planning and workload management to meet customer demand.
  • Identifying opportunities to improve processes, customer experience and team performance
  • Co-ordination of training and inductions within your team

✅THIS ROLE WOULD SUIT PEOPLE WHO

  • Have experience leading or supervising a customer service team in a fast-paced environment.
  • Can motivate, coach and develop others to achieve individual and team goals.
  • Build strong relationships with customers and stakeholders through effective communication.
  • Are organised, resilient and able to prioritise competing demand.
  • Have a passion for delivering exceptional customer service and driving continuous improvement.

✅WHY JOIN US?

  • Free parking and on-site canteen
  • We're happy to talk about flexible working – just ask about alternative patterns at interview
  • Join our generous pension scheme and benefit from an 8% employer contribution, alongside a 4% employee contribution
  • Free confidential 24/7 GP consultations
  • Hundreds of retail and lifestyle discounts
  • Affordable loans, savings schemes and free mortgage advice
  • Visit https://careers.dhl.com/global/en/working-at-dhl-supply-chain to learn more

✅WHO WE ARE

​We're the global leaders in supply chain management with 188,000 people in over 50 countries. Our expert teams work together to deliver for our customers across a range of industries including retail, automotive, healthcare and more.

✅BUILDING AN INCLUSIVE WORKPLACE

At DHL, we're all about creating a workplace where everyone's skills and experiences matter, and where you can be your true self every day.

As proud supporters of the Armed Forces Covenant, we value the skills and experience of ex-service personnel and are dedicated to helping our veterans find jobs.

#DSCUKICF

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