Backline Customer Service Apprentice

DHL · Competitive · Leicester
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achieve this o ur Certified International Specialist programme builds a common culture and provides the specialised knowledge our employees need to do their job competently and confidently. n n Our Values n n Our values and culture are DHL Express UK are an extremely important aspect of our business. We embody our culture in three core attributes; n Head: Being Results Orientated & Leveraging Strengths Heart: Providing Purpose & Having and Creating Trust Guts: Being Positive about Challenge, Uncertainty and Change & Focussing on Clear Priorities n In addition to Head, Heart and Guts. We promote an open and honest feedback culture based on Results & Respect, whereby our employees respect one another, embrace diversity and inclusion and drive employee engagement, every day and everywhere whilst never compromising on integrity and compliance. n n Do you want to be part of a company that connects millions of people worldwide? Do you have the drive to make a

difference? Click Apply Now! n n Tasks and Responsibilities n The Backline Customer Service Apprentice ultimate aim is to handle all incoming after sales shipment issues, from all customers into the contact centre where first time resolution is not possible. By handling these trace requests aim to resolve the shipment issues and carryout trace investigation to improve service recovery which will minimise customers dissatisfaction and cement DHLs reputation as a company that cares about its customers. The role is critical in preventing business loss and maintaining customers loyalty to the DHL brand. n n As an apprentice, you will complete all necessary learning interventions in order to apply a range of skills to provide an excellent service to customers. You will attend the workshops and learning interventions required and ensure the necessary work is submitted within the timeframes outlined. n Manage the trace investigation by gathering all available

information related to the shipments transit to its final destination using available systems and the DHL network, in line with agreed Global DHL procedures Where necessary and in agreement with the customer and network, select and implement the appropriate service recovery plan to meet customers needs and minimise unnecessary additional costs Record all real time data on each Trace Investigation file Where applicable, ensure that complete Trace Investigation details are passed to Claims personnel for settlement Improve the First Time Resolution Rate for incoming tracking contacts from customers to minimise the opening of unnecessary trace files Manage incoming trace requests from customers and network to a successful and timely conclusion to minimise customers dissatisfaction Keep customer and network regularly informed on the progress of the investigation to manage customer and network expectations Handle customers objections in a professional manner to reinstall

the customers faith in DHL and avoid escalation to claims Educate customers to reduce the risk of future shipments being delayed within the DHL network Adhere to country laws/regulations and company procedures/ standards in regard to Safety and Security Adhere to customs / import / export procedures as applicable Ensure any potential security breaches or concerns are brought to the attention of supervisor/manager without delay There may be a requirement to undertake a Counter Terrorism Check (CTC) in relation to certain duties and procedures. Our Promise to You - Benefits n n Competitive salary Eligibility to participate in performance related bonus schemes Generous holiday entitlement increasing with years completed service Company pension scheme with excellent contribution rates Life Assurance Enhanced maternity pay Generous company sick pay A competitive package of voluntary benefits including retail, entertainment, gym membership discounts, cash

dental plans and more Discounted Health Assessments Access to professional employee assistance, wellbeing programme and qualified mental health first aiders Excellent training and development opportunities with a strong focus on internal promotion n n Your Profile - Skillsets and Attributes Be flexible and adaptable to cover various different countries on a day to day basis whilst prioritising and managing your own workload accordingly To display great customer service skills and build a good rapport with both internal and external customers Maths & English GCSE grade 4 or above (old A-C or equivalent) Experience of working with Microsoft Office packages such as word and excel is desirable A desire to progress your career within a customer service environment n Whats Next? n n * Apply now and upload your CV online. n n * If your CV has been shortlisted one of our Recruitment & Talent Advisors will contact you within 5-10 days to

discuss further details. n n * Please note: Due to the nature of our business we are regulated by the CAA (Civil Aviation Authority), therefore it is compulsory for all applicants once offered employment to provide a full 5 year employment history. Additional to this we are required to carry out a Criminal Record check. n n Privacy Notice n n DHL International (UK) Ltd, act as a Data Controller and as per our responsibilities in line with the General Data Protection Regulations (GDPR) we take data protection very seriously and understand the importance of protecting your privacy and Personal Information. We collect and use your Personal Information in accordance with our Privacy Policy which will be supplied to you as part of our recruitment process.

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The ad Backline Customer Service Apprentice in Loughborough is under the category Internships on Locanto.

dental plans and more Discounted Health Assessments Access to professional employee assistance, wellbeing programme and qualified mental health first aiders Excellent training and development opportunities with a strong focus on internal promotion n n Your Profile - Skillsets and Attributes Be flexible and adaptable to cover various different countries on a day to day basis whilst prioritising and managing your own workload accordingly To display great customer service skills and build a good rapport with both internal and external customers Maths & English GCSE grade 4 or above (old A-C or equivalent) Experience of working with Microsoft Office packages such as word and excel is desirable A desire to progress your career within a customer service environment n Whats Next? n n * Apply now and upload your CV online. n n * If your CV has been shortlisted one of our Recruitment & Talent Advisors will contact you within 5-10 days to

discuss further details. n n * Please note: Due to the nature of our business we are regulated by the CAA (Civil Aviation Authority), therefore it is compulsory for all applicants once offered employment to provide a full 5 year employment history. Additional to this we are required to carry out a Criminal Record check. n n Privacy Notice n n DHL International (UK) Ltd, act as a Data Controller and as per our responsibilities in line with the General Data Protection Regulations (GDPR) we take data protection very seriously and understand the importance of protecting your privacy and Personal Information. We collect and use your Personal Information in accordance with our Privacy Policy which will be supplied to you as part of our recruitment process.

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