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Apprentice Frontline Customer Service Agent
DHL International Ltd

Be part of one of the world’s leading logistics giants; a company that offers ‘more than just a job’. Become an international agent of DHL and act as the first point of contact for external customers; handling their shipping requests and providing information and advice on transiting goods worldwide from our new base in East Midlands airport. Our business is logistics and more. Your business is to be the more. Looking for people who can be more and maximise sales through delivering the highest level of customer service.

Apprenticeship summary

We want to be the logistics company for the world. Our role is to connect people and improve their lives. We’re made up of a family of closely-knit business divisions all working together to meet our customers’ needs. To deliver more than just parcels and packages. To deliver prosperity and joy.

The Frontline Customer Service department is responsible for handling the vast majority of contacts between DHL and its customers. Working within that department, an Apprentice Frontline Customer Service Agent’s key role is to:

• Be the first point of contact for customers
• Log and track customer shipments
• Maximise sales by promoting value added services within the product offering
• Providing up to date information to customers and ensuring shipments are processed and sent without delay


About the employer

We connect people and improve their lives. And we do it by being uncompromisingly customer-centric and delivering excellence day in and day out. By bringing people together and making life simpler – for our customers, our employees, our investors, and our society – we help make the world a better place. DHL is present in over 220 countries and territories across the globe, making it the most international company in the world. With a workforce exceeding 100,000 employees, we provide solutions for an almost infinite number of logistics needs.

Our vision is to be the logistics company for the world. Our mission is our guiding light: Excellence. Simply delivered.

DHL International Ltd

Address, East Midlands Airport, Castle Donington, Derby, DE74 2SA

Requirements and prospects

Desired skills

After a seven week training induction you will be expected to make a global difference through customer excellence, you will need to:

• Fill customers with confidence in our services
• Build rapport with customers and establish their needs
• Be driven to achieve targets and ensure a high enquiry to booking conversion rate is generated
• Maximise upselling opportunities whilst ensuring the customer has an informed choice
• Remain positive and enthusiastic during every customer contact
• Consistently provide a high level of quality service
• Manage customers’ expectations
• Maintain customer loyalty

Personal qualities

DHL is looking for people with:

• Excellent customer service skills with the ability to present and articulate verbally and written information to customers
• Enthusiastic nature with a willingness to learn

Qualifications required

• Experience of working with Microsoft Word and Excel
• Maths and English GCSE – grade C or equivalent

Future prospects

75% of apprentices that successfully complete their apprenticeship remain with the company and 30% of those transfer to a different department within the business during their second year. Opportunities include progressing onto a Level 3 Apprenticeship in Customer Service.

Things to consider

The interview stage for this position includes an assessment of ICT, literacy and numeracy skills. This role includes a number of targets to achieve daily; these are monitored regularly. You will be supported with mentoring and coaching to achieve those targets however the successful candidate must hold a professional attitude.

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