Contact Insight Specialist at DPD Group UK

Smethwick, England, United Kingdom -

Full Time

Start Date

Immediate

Expiry Date

20 Aug, 26

Salary

35900.0

Posted On

22 May, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Data Analysis, Excel, Google Sheets, Presentation Skills, Stakeholder Management, Process Improvement, Reporting, Attention To Detail, Communication Skills, Interpersonal Skills, Multi-tasking, IT Proficiency

Industry

Truck Transportation

Description

Company Description Contract: Permanent - 37.5 hours per week Salary: Circa £35,900 per annum Location: DPD Smethwick, Roebuck Lane, B66 1BY Days of Work: Monday to Friday Hours of Work: 8:00 -18:30 Join us on our journey as we aim to be the UK’s most sustainable delivery company, whilst ensuring our customers continue to receive a world class service. You will be in a busy and fast paced business, with a turnover of over £2 billion, that can offer you great benefits and plenty of opportunities to progress your career DPD are passionate about creating an environment that is open, ethical, inclusive and socially responsible. When joining DPD you are not just starting a job, you are vital to our journey to be the most customer centric, inclusive, sustainable and leading parcel delivery provider within the UK who embraces and drives change, placing our people and our customers at the heart of what we do. Along with job security, the tools to do the job and a competitive salary, you’ll receive fantastic benefits starting on day one, including never working on your birthday ever again!!! DPD is a Valuable 500 company and a Disability Confident Employer Job Description General Manager Customer Services - Planning and Analytics is looking for an ambitious and motivated Contact Insight Specialist to join their high performing Central Customer Service (CCS) team. Your primary responsibility will be to obtain, analyse and present data/ information on customer services trends and performance. Highlight successes and areas of improvement whilst recommending solutions. Key tasks and areas of responsibility will include; Pull data from various systems and analyse content. Building presentations and summaries to highlight important trends and changes Provide quality feedback to managers on their advisors compliance, escalating any challenges and chasing managers to ensure feedback is acted upon appropriately Support the business with ad hoc data requests and insight. Acting as subject matter experts and points of contact for other departments Work with the Customer Services Management Team to ensure a consistent application of processes, auditing any impacts Give feedback on the types of contact received and the reason for customer and consumer to contact Customer Services Partner with Information Technology on system issues highlighting key pain points and chasing resolution Work as part of a team to ensure great customer service delivery Demonstrate the core values and DNA of the business Key Measures of Performance The clear and concise presentation of information to all audiences Timely and accurate data manipulation from DPD systems Clear timely and accurate feedback with solutions Quality issues given in a timely fashion Completion of agreed tasks and activities to set deadlines Qualifications Who we are looking for: As well as having the relevant Excel / Google Sheet experience to succeed in this role you will be a great team player who demonstrates the core DPD DNA values of Passion, Respect, Honesty, Flexibility, Caring and Accountability. We will also expect; Demonstrable experience in a similar role. Excellent attention to detail. Excellent communication skills. Calm under pressure, and able tomulti-task whilst also thinking outside of the box. Excellent interpersonal skills able to build effective relationships with internal and external stakeholders at all levels. Excellent IT skills with the ability to use various systems and analyse data. Ability to present data and ensure a clear message is conveyed. Ability to proactively analyse and review data. Ability to implement changes to a process to increase efficiency, effectiveness, and quality. Methodical, well organised and meticulous. Team Player. Additional Information 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 Health Kiosks visiting every location Discounted shopping from 100’s of retailers including up to 5% off supermarket shopping Milestone Days off to celebrate with your family and friends 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. Job Title: Contact Insight Specialist Function: Customer Services Vacancy Type: Permanent - Full Time

Responsibilities

The role involves obtaining, analyzing, and presenting data on customer service trends and performance to highlight successes and areas for improvement. Key tasks include building summaries, providing quality feedback to managers, and partnering with IT to resolve system pain points.