Job Title: Customer Performance Analyst – Network Compliance
Location: Roebuck Lane, Smethwick, B66 1BY
Contract Type: Permanent | Full-Time (37.5 Hours per Week)
Working Days: Wednesday to Sunday
Working Hours: 10:00 AM – 6:00 PM
Salary: £31,181.59 per annum
Company Overview
DPD UK, a member of Geopost, is a global leader in parcel delivery and e-commerce solutions. With a turnover of nearly £2 billion, our mission is to become the most sustainable delivery company in the UK while delivering top-tier service and innovation. As a Valuable 500 company and Disability Confident Employer, we’re committed to inclusion, growth, and excellence.
About the Role
We are looking for a Customer Performance Analyst to join our Network Change Management team. In this key role, you will work closely with the Customer Compliance Manager, providing high-level insights and service reports to support strategic accounts.
You’ll act as a bridge between our customers and internal departments to ensure service level agreements (SLAs) are met, performance issues are resolved, and strategic improvements are continuously identified.
Key Responsibilities
Performance Monitoring & Reporting
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Daily tracking and analysis of service metrics and compliance indicators
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Produce and distribute daily, weekly, and monthly reports to internal stakeholders and customers
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Highlight performance trends, identify risks, and present actionable insights
Customer Engagement
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Be the primary point of contact for customer queries regarding service and compliance
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Attend regular customer meetings and calls, especially during peak trading periods or deployments
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Build and maintain professional, long-term customer relationships
Issue Resolution & Escalation
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Identify and investigate disruptions or service breaches
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Escalate concerns to relevant internal departments
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Work collaboratively to develop solutions and preventive strategies
Collaboration & Improvement
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Support cross-functional teams with project work, process improvements, and reporting automation
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Contribute to the refinement of reporting tools and systems for greater accuracy and speed
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Cover for colleagues during holiday or sickness absences
Person Specification
Essential Skills & Experience:
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High numerical literacy and data interpretation capabilities
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Advanced IT proficiency, especially in Microsoft Excel and Google Workspace (Docs, Sheets)
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Strong communication and presentation skills at all levels
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Detail-oriented, analytical, and solution-focused
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Comfortable working independently and collaboratively in a fast-paced environment
Desirable:
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Prior experience in logistics, e-commerce, or customer analytics roles
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Familiarity with SLA frameworks and compliance metrics
Alignment with DPD’s DNA Values:
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Passion | Respect | Honesty | Flexibility | Caring | Accountability
What We Offer
We offer more than just a job. We provide career development and a workplace where your contribution truly matters. Our benefits include:
Holiday Trading
Enhanced Maternity & Paternity Packages
Life Assurance – 4x Salary
Free On-Site Parking
Free Eye Tests & Glasses Support
Access to Health Kiosks
Vitality at Work Program
Discounted Shopping – Save on 100s of retailers including supermarkets
Milestone Days Off – Celebrate personal achievements with extra leave
Apply Today
Ready to make an impact at one of the UK’s most innovative logistics companies?
Click ‘Apply Now’ to join DPD and start your journey toward a meaningful and rewarding career.
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