DPD Ireland leads the field in next day parcel delivery throughout Ireland, with 35 regionally based collection and delivery depots and a state of the art central sorting hub in Athlone, Co. Westmeath. We are currently recruiting a Customer Service Supervisor working as part of the Customer Services Team.
The role of the Customer Service Supervisor is to lead a team of customer service colleagues, to build strong relationships with our customer-base and to proactively manage our customers’ expectations. The Supervisor will be a key member of the Customer Services Leadership team.

Candidate Requirements

• Work closely with the Contact Centre Manager and Supervisory team
• Assist in the formulation of targets for both individuals and the wider team
• Hire and onboard new colleagues
• Continued support to colleagues through providing encouragement, coaching and guidance
• Deliver observational feedback and 1:1 appraisals with colleagues
• Measure performance with key metrics such as call abandonment, call waiting
• Handle complaints and provide solutions and options efficiently
• Ensure all colleagues understand and comply with all performance standards, objectives and policies
• Provide KPI weekly, monthly and annual reports
• Explore new opportunities and solutions to add value to the wider team
• Keep all training and development records up to date
• Build strong relationships, developing trust through open and interactive communication

Responsibilities

• Possess strong leadership skills with ability to work under pressure while leading and motivating your team.
• Have excellent communication skills, both verbal and written, with ability to explain and present well
• Be proactive and well-organised, with multi-tasking ability
• Be enthusiastic and self-motivated
• A problem solver - experienced in dealing with challenging interactions and finding solutions
• Experience within a Customer Service
• Department is an advantage but not essential.

Application Process

To apply for this role please CLICK HERE