HR Customer Service Team Leader

HR Customer Service Team Leader

Location: Milton Keynes (Hybrid - 3 days in the office, 2 days at home)

Contract Type: Fixed Term Contract / Secondment - 12 Months

Shift pattern: Monday-Friday. Day-time hours only

Grade: RCS L

Think you know DHL? Think again! We're not just about delivering parcels. DHL Supply Chain is the world's leading logistics company and our people are the unsung heroes who keep the cogs turning and the country running smoothly. We have an exciting opportunity for a Team Leader to join our HR Shared Services team within DHL Supply Chain!

As a Customer Service Team Leader, you will lead a team of HR Customer Service Advisors, ensuring they provide accurate, timely, and professional support to our colleagues. You'll be responsible for managing day-to-day operations, coaching and developing your team, and ensuring service levels are consistently met.

Key Responsibilities

• Team Leadership: Motivate, coach, and develop a team of advisors to deliver outstanding customer service.
• Performance Management: Monitor KPIs, SLAs, and quality standards, taking action to maintain and improve performance.
• Operational Oversight: Ensure queries are resolved efficiently and in line with HR policies and procedures.
• Continuous Improvement: Identify opportunities to streamline processes and enhance the employee experience.
• Stakeholder Engagement: Act as a point of escalation for complex queries and build strong relationships with HR and business stakeholders.
• Compliance: Ensure adherence to GDPR and other regulatory requirements in all interactions.

What We're Looking For

• Proven experience in a customer service leadership role, ideally within HR or Shared Services.
• Strong people management skills with the ability to coach and develop teams.
• Excellent communication and interpersonal skills.
• Ability to work in a fast-paced environment and manage competing priorities.
• Strong problem-solving skills and attention to detail.
• Experience with HR systems - Desirable
• Knowledge of HR policies and processes. - Desirable
• Previous experience in a shared services environment. - Desirable

Why Join Us?

• Free parking and on-site canteen
• 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.

Please also be aware that we review applications continuously and where we have a large number of applications the application period may close ahead of the provisional interview date. To ensure your application is considered we recommend submitting it as early as possible.

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