10/01/2019 Interserve Castle Donington DE74 2SA

Backline Customer Service Apprentice

  • Sector: customer service
  • Location: Castle Donington
  • Salary: 12,722.50 - 14,722.50
  • Level: 2
Backline Customer Service Apprentice

This listing has expired

Apprenticeship summary

Resolving the delivery of both imported and exported material and providing timely responses to the requests we will minimise customer’s dissatisfaction and establish DHL’s reputation as a company that cares about its customers.

The Network Advisor is a key role for Customer Service whose ultimate aim is dealing with both customer and network tracking requests. Reduce the volume of problem pieces and undeliverable shipments within the DHL network by proactively contacting customers and providing required information to the relevant DHL function. The role is critical in preventing business loss and maintaining customer’s loyalty to the DHL brand.

Key Activities –

Improve the initial response rate to the network to minimise customer satisfaction and provide resolution to shipments on hold in the network
Manage incoming Network requests from the network to a successful and timely conclusion to minimise customer’s dissatisfaction
Keep customer and network regularly informed on the progress of the investigation to manage customer and network expectations
Handle customer’s objections in a professional manner to reinstall the customer’s faith in DHL and avoid escalation to claims
Educate customers to reduce the risk of future shipments being delayed within the DHL network

Requirements and prospects

Desired skills

  • Organised and able to multi task whilst working under pressure
  • Experience of working with MS Word & Excel is extremely desirable

Personal qualities

  • Good understanding of Network Trace Procedure
  • Remain positive and professional at all times
  • Understanding of Customer Service processes

Desired qualifications

English and maths GCSE – A-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.

About the employer

DHL Express is a division of the German logistics company Deutsche Post DHL providing international courier, parcel, and express mail services. Deutsche Post DHL is the world’s largest logistics company operating around the world, particularly in sea and air mail.

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, deliver prosperity and joy.

Dhl Express (Uk) Ltd

Training provider

You will be supported with mentoring and coaching to achieve targets however the successful candidate must hold a professional attitude.

  • Level 2 Customer Service Practitioner Standard
  • Functional Skills in English and maths if not already held at L2 standard

Apprenticeship standard

Customer service practitioner

Training provider


Applications for this apprenticeship are being processed by Interserve Learning & Employment

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