À propos de ce poste Delivery Lead chez Dyson
About us
At Dyson, we solve the problems others choose to ignore, with surprising new inventions that defy convention and simply work better. Our Customer team shapes extraordinary experiences for Dyson owners worldwide. We deliver proactive, fast, and thoughtful support that makes customers feel valued. We build loyalty through meaningful engagement, inspire advocacy, and turn every interaction into long‑term connection. Guided by our principles - effortless experiences, global consistency, personalisation, and relentless improvement - we ensure every customer’s journey with Dyson is exceptional.
About the role
As our Customer Service Delivery Lead, you will own the day-to-day performance of outsourced customer service operations, ensuring every interaction reflects Dyson’s standards. Embedded on-site with our partners, you will drive operational excellence, elevate customer experience, and continuously optimise performance.
You will:
- Oversee performance across assigned BPO site(s), ensuring delivery against KPIs and SLAs
- Monitor real-time metrics, identify trends, and take proactive action to optimise service levels
- Drive operational consistency aligned to Dyson’s customer experience expectations
- Partner closely with vendor leadership and frontline teams to ensure accountability and shared outcomes
- Support the rollout of new processes, tools, and training to improve agent capability and customer results
- Lead regular performance reviews, embedding structured feedback loops and continuous improvement
- Champion low-effort, high-impact customer interactions across all channels
- Identify recurring issues and escalate improvements that enhance end-to-end customer journeys
- Ensure Dyson’s tone of voice and brand standards are embedded in every customer interaction
- Share insights with Process, Training, and QA teams to inform future service design
- Escalate localised risks or performance gaps, ensuring timely resolution with market stakeholders
About you
- Experience managing or supporting outsourced customer service operations, ideally across multiple sites or regions
- Strong understanding of contact centre metrics and performance levers (CSAT, AHT, FCR)
- Proven ability to influence and collaborate with external partners and internal stakeholders
- Highly analytical and detail-oriented, with a proactive approach to problem-solving
- Confident communicator, able to engage and influence at all levels
- Comfortable operating in a fast-paced, performance-led environment
- Passionate about delivering exceptional customer experiences
Reward
At Dyson, Reward goes beyond just salary and bonuses. Through a comprehensive package of Financial, Lifestyle, and Health Benefits, we provide support tailored to every stage of life and the moments that matter most.
Working Policy
Our campus culture is built on connection—collaboration in person, shared creativity, and hands-on learning. That’s why we don’t offer a hybrid arrangement. Working side by side powers our best ideas, fuels belonging, and keeps us pushing boundaries together.
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Dyson is an equal opportunity employer. We know that great minds don’t think alike, and it takes all kinds of minds to make our technology so unique. We welcome applications from all backgrounds and employment decisions are made without regard to race, colour, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other any other dimension of diversity.
