Experienced DSL UK Team Manager, Delivery Station Liaison and Customer Experience Leader at blithequark

Introduction to blithequark and the Role

blithequark, a world leader in e-commerce and customer satisfaction, is seeking an exceptional DSL UK Team Manager, Delivery Station Liaison and Customer Experience Leader to join our team. As a key member of our leadership team, you will be responsible for motivating and developing a team of driven, customer-obsessed associates to deliver a world-class customer experience. This is an exciting opportunity for a talented and experienced leader to make a significant impact on our business and our customers.

Our company culture at blithequark is built on a foundation of innovation, ownership, and customer obsession. We are passionate about employing a diverse workforce and believe that this is central to our success. As an equal opportunities employer, we make recruiting decisions based on your experience and skills, and we value your passion to discover, invent, simplify, and build. At blithequark, we are committed to creating a work environment that is inclusive, supportive, and stimulating, where everyone can thrive and grow.

Key Responsibilities

As a DSL UK Team Manager, Delivery Station Liaison and Customer Experience Leader at blithequark, your primary focus will be on ensuring that your team of approximately 15-20 associates is supported to deliver a world-class customer experience. Your key responsibilities will include:

• Setting the vision and culture of your team by creating individual and team performance expectations and goals, aligned with the overall strategy and objectives of blithequark
• Maintaining focus on improving customer satisfaction and identifying customer-impacting issues, with a proactive approach to resolving problems and improving processes
• Developing and implementing dynamic solutions to challenging problems, using data-driven insights and creative thinking to drive innovation and improvement
• Coaching and motivating your team members to achieve their full potential, providing regular feedback, guidance, and support to help them grow and develop in their roles
• Building an inclusive work environment where associates are engaged and feel a positive sense of achievement about their role in creating world-class service, fostering a culture of collaboration, respect, and empathy
• Facilitating team discussions and communicating business messages in a clear and confident manner, ensuring that all team members are informed, aligned, and motivated to achieve our goals
• Developing and achieving performance goals and objectives in line with the network-wide vision and goals of blithequark, using metrics and data to measure progress and drive continuous improvement

Leadership Expectations

To be successful in this role, you will need to demonstrate exceptional leadership skills, including:

• Effectiveness in developing a large team of customer service associates, with a focus on building trust, credibility, and strong relationships
• Ability to engage team members in group discussions and facilitate open communication, creating a safe and supportive environment where everyone feels heard and valued
• Understanding of effective coaching techniques and ability to support people through individual development plans, helping them to overcome challenges and achieve their goals
• Proficient listening and overall communication skills, with the ability to have difficult conversations in a positive and motivational style, resolving conflicts and addressing issues in a fair and constructive manner
• Ability to confidently facilitate team discussions and communicate business messages, presenting complex information in a clear and concise way, and inspiring others to take action
• Demonstrates a high level of professionalism and is approachable and open to feedback, with a growth mindset and a commitment to continuous learning and improvement

Operational Delivery Expectations

In addition to your leadership responsibilities, you will also need to demonstrate exceptional operational delivery skills, including:

• Time management and organizational skills, with the ability to complete tasks on time to a high-quality standard, prioritizing multiple projects and deadlines in a fast-paced environment
• Takes action on issues and opportunities raised in team Gemba discussions or continuous improvement initiatives, driving change and improvement through data-driven insights and creative solutions
• Helps associates understand the performance bar and supports them to reach it, providing regular feedback, coaching, and guidance to help them achieve their goals and develop their skills
• Develops and achieves performance goals and objectives in line with the network-wide vision and goals of blithequark, using metrics and data to measure progress and drive continuous improvement
• Encourages team engagement and motivates associates to deliver a world-class customer experience, fostering a culture of customer obsession and continuous improvement

Essential Qualifications

To be considered for this role, you will need to have:

• A Bachelor's degree or equivalent experience in a related field, such as business, management, or customer service
• Leadership experience, directly leading teams of 15+ associates in a customer-facing or operational environment, with a proven track record of success and achievement
• Ability to work flexible shifts, including evenings and weekends (between 10am-9pm, 7 days a week), with a willingness to adapt to changing circumstances and priorities
• Excel proficiency and ability to deep dive and utilize data to drive results, with experience of using data analytics and performance metrics to inform decision-making and drive improvement
• Experience with performance management tools and UK policies, with a strong understanding of employment law and best practices in HR and talent management
• Comfortable working in a diverse group and ability to manage stakeholder relationships, with excellent communication and interpersonal skills, and a ability to build strong relationships with colleagues, customers, and partners
• Self-starter who is actively able to develop and operate a high-performing team, with a strong work ethic, a positive attitude, and a commitment to delivering exceptional results and achieving our goals

Preferred Qualifications

While not essential, the following qualifications are preferred:

• Previous experience in a customer-facing or operational leadership role, with a proven track record of success and achievement in a similar environment
• Experience working in a fast-paced, dynamic environment, with a ability to adapt to changing circumstances and priorities, and a willingness to learn and grow in a rapidly evolving business
• Ability to travel 40% of the time throughout the UK, with a willingness to work flexibly and adapt to changing circumstances and priorities
• Experience with data analysis and performance metrics, with a strong understanding of how to use data to drive decision-making and improvement, and a ability to communicate complex information in a clear and concise way

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to the growth and development of our employees. As a DSL UK Team Manager, Delivery Station Liaison and Customer Experience Leader, you will have access to a range of career growth opportunities and learning benefits, including:

• Comprehensive training and development programs to help you build your skills and knowledge, with a focus on leadership, management, and customer service
• Opportunities to move into other roles within the company, both locally and internationally, with a ability to develop your career and achieve your goals in a global business
• A culture of innovation and experimentation, where you are encouraged to try new things and learn from your mistakes, with a focus on continuous improvement and innovation
• A supportive and collaborative work environment, where you can learn from and share knowledge with your colleagues, and develop strong relationships with your team and stakeholders

Work Environment and Company Culture

At blithequark, we are proud of our company culture, which is built on a foundation of innovation, ownership, and customer obsession. As an employee, you can expect:

• A dynamic and fast-paced work environment, where no two days are ever the same, with a ability to adapt to changing circumstances and priorities, and a willingness to learn and grow in a rapidly evolving business
• A supportive and collaborative team, where you can learn from and share knowledge with your colleagues, and develop strong relationships with your team and stakeholders
• A range of benefits and perks, including a competitive salary, comprehensive health insurance, and a generous pension scheme, with a focus on rewarding and recognizing our employees for their hard work and contributions
• A commitment to diversity and inclusion, where everyone is valued and respected, with a focus on creating a work environment that is inclusive, supportive, and stimulating, where everyone can thrive and grow

Compensation, Perks, and Benefits

As a DSL UK Team Manager, Delivery Station Liaison and Customer Experience Leader at blithequark, you can expect a competitive salary and a range of benefits and perks, including:

• A comprehensive health insurance package, with a focus on supporting the health and wellbeing of our employees and their families
• A generous pension scheme, with a focus on supporting the long-term financial security and retirement goals of our employees
• A range of discounts and perks, including discounts on blithequark products and services, with a focus on rewarding and recognizing our employees for their hard work and contributions
• A supportive and collaborative work environment, where you can learn from and share knowledge with your colleagues, and develop strong relationships with your team and stakeholders

Conclusion

If you are a motivated and experienced leader, looking for a new challenge and an opportunity to make a real difference, then we want to hear from you. As a DSL UK Team Manager, Delivery Station Liaison and Customer Experience Leader at blithequark, you will be part of a dynamic and fast-paced team, where you can learn from and share knowledge with your colleagues, and develop strong relationships with your team and stakeholders. You will have access to a range of career growth opportunities and learning benefits, and you will be rewarded with a competitive salary and a range of benefits and perks.

So why not apply today and take the first step towards an exciting and rewarding career with blithequark? We look forward to hearing from you.

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