Position:  International Customer Support Lead
Contract Type: 12 months fixed term contract – 40 hours per week

Location: Ryton on Dunsmore, Coventry
Working Pattern:  Monday-Friday

Why choose DHL eCommerce UK?

Want to work for one of the UK’s best workplaces? We are proud to announce that DHL eCommerce UK has been recognised as a Best Workplace 2025 and achieved Top Employer accreditation for the 5th year running. As well as competitive pay rates, you will be entitled to a range of benefits including discount vouchers for restaurants, cinemas, retail outlets, healthcare and much more as well as pension, enhanced family leave, childcare discounts, employee assistance programme and much more!

About the role:

Responsible for the day-to-day delivery of exceptional international customer & partner support services, ensuring exceptional levels of service and quality are maintained.  Take ownership for investigation and resolution of queries and escalations, whilst always being focused on first time resolution.

Management of internal & external stakeholders to provide best in class query resolution to customers and partnersChampion for cross-border service compliance within the DHL eCommerce Network through awareness and regular training updatesHave an excellent understanding of the DHL eCommerce International services, products and systems.Training of internal & external partners ensuring capability for handling all related cases relating to cross-border B2B, B2C and C2X services Work consistently to the highest standards to achieve or exceed both individual and support team quality targets, KPI’s & SLAs in line with department objectives.Regular reporting and customer service enhancement using KPI’s and SLA’s.Resource planning using pro-active management through department activities to internal and external management as requiredChampioning a continuous improvement culture and always striving to offer best in class and innovative solutionsEncourage and support efficient team working with a culture of making the customer priority, which will enable the department to deliver outstanding customer service.Encourage a culture of two-way feedback, generating ideas for continuous improvement to change and improve both the customer experience and the performance of the team.Maintain relationships with other internal departments and colleagues across the business.Manage escalations from appropriate channels to ensure professional and timely response to the customer. Manage the customers’ expectations.

The ideal candidate will have:

A good standard / qualification in literacy and numeracyExperience gained in a similar role would be advantageousPlanning and organisation skills with the ability to multitask whilst working under pressure.Excellent customer focus and attention to detail.Preferable experience working in a customer service environmentPreferable experience working with MS Office & CRM systems

What about career development?

We take every employee’s career seriously and believe in realising their full potential. We have dedicated learning and development programmes that are open to every employee and an open working culture where everyone’s voice is heard, so you can shape your future career path at DHL eCommerce UK.

What will you need to do next?

If you meet the requirements for this role and are looking for your next career move, submit your application to us along with an up-to-date CV

Our approach to Diversity and Inclusion

As a global company, we see the diversity of our employees as a genuine strength.  A strength that we will only really leverage if we ensure that our employees sincerely feel that they can bring their true selves to work every day.

We’re committed to attracting the best possible person for every vacancy irrespective of age, gender, ethnicity, disability, sexual orientation, gender identity, socio-economic background, religion and/or belief.  We will ensure that all our resourcing activities are fair, transparent, and consistent across the UK.