• Contract Type: Permanent / 37.5 hours per week
• Location: Oldbury B69 4DA
• Salary: Up to £37,048.74 depending on experience
• Days of Work: Monday to Friday 9am - 5pm
• Hybrid Working: 3 days office based, 2 at home

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 nearly £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

Our International Air Service Delivery team Leader is currently recruiting for a 1st class International Air Services Coordinator to join their high performing International Operations Department team based at Oldbury. 

Your primary objective is to be proactive in ensuring DPD achieves outstanding service delivery performance and customer experience on Air Services. To own and communicate operational and specialist international advice based on analytical findings and relationships with suppliers from the International Service Delivery Team. Propose solutions and make recommendations to improve the DPD International Service.

Additional responsibilities will include:

• Deliver best in class service performance and customer experience on all of DPD’s International Air services and exceed all KPIs
• Proactive monitoring of Air services to identify issues, leading to remedial action with suppliers, or other DPD departments, resolving service performance issues 
• Work closely with all DPD International suppliers, fostering good relationships that allow for timely provision of information to improve service for DPD customers
• Provide operational and commercial analysis to support the International Air Service Team Leader and Air Service Manager and all internal departments within DPD Group UK 
• Ensuring that all operational procedures are implemented, adhered to and documented in line with the development of the International products
• Reviewing weekly operational procedures and issues relating to your area of responsibility with your Team Leader and Line Manager
• To provide assistance with Network inquiries and International information relating to all aspects of your areas of responsibility
• Investigate any escalations that may be received from the International Service Delivery Team Leader and Service Delivery Manager
• Liaise with Customer Services, Sales and CRM and other DPD departments as appropriate to understand the requirements of DPD customers
• Assist when required with presentations to present to Suppliers, Customers or any other stakeholder
• Daily proactive monitoring of our International Mail service by onboarding new customers, monitoring incoming queries and raising trends to suppliers/customers 
• Complete weekly reporting of our returns portal service by identifying service trends, handling customer queries and liaise with suppliers and customers 
• To assist with the training of new members of the team in International Products within your area of responsibility
• Supporting the IOD team by providing cross functional support for all products/services as required  

What we’re looking for

To excel in this role you will be someone who's passionate about delivering a 1st class service and experience to internal and external customers. Your strong organisational and time management skills will be fully utilised in this role.

We would also expect you to be:

• A confident communicator and have the ability to communicate information at all levels and in a number of formats.

• Someone that really enjoys resolving problems and demonstrates high levels of resilience, self-motivation and flexibility.

• Have a professional attitude and be a good team player 

• Ability to adapt and respond to change quickly

• A excellent user of the Google suite or Microsoft Office packages

• Demonstrate the core values of our DPD DNA – Passion, Respect, Honesty, Flexibility, Caring and Accountability

About You

As the successful candidate you will be passionate about delivering amazing service and customer experience every day. Your career history will evidence demonstrable experience within International Air Services or a similar environment.

You will possess excellent communication and influencing skills with the ability to adapt and respond to change quickly. We would also expect you to;

• Have advanced knowledge of Excel, PowerPoint and Word
• Excellent analytical, commercial and problem solving skills
• Ability to communicate at all levels
• Be decisive and demonstrate ability to initiate action
• Ability to adapt and respond to change quickly
• Ability to cope with pressures and setbacks
• Persuading, negotiating and influencing skills
• Ability to Create and innovate
• Have a flexible approach to additional duties and a positive approach to change
• Have a professional attitude and be a good team player
• Possess good time management skills in order to be proactive