Customer Service Apprenticeship

• Location: East Midlands Airport, DE74 2TR
• Type: Full-time
• Hours: Flexible shift patterns starting between 08: 00am – 11: 15am Monday - Friday (8-hour shifts) Latest shift finishing at 19: 15
• Programme: Customer Service Practitioner – Level 2 Apprenticeship (18-month Fixed Term Contract)

About us

DHL Express UK is part of the Deutsche Post DHL Group - the world’s most international company. We operate in more than 220 countries and territories worldwide, enabling us to provide exceptional national and international career development opportunities. Within DHL Express’s pursuit to be The Logistics Company of the World we engage in a number of initiatives such as – Go Teach, Go Green and Go Help.

About the Role

Our East Midlands call centre is looking for a Frontline Customer Service Apprentice.

The Frontline Customer Service department is responsible for handling the vast majority of contacts between DHL and customers on a daily basis. The Frontline Customer Service Advisor is a key role for Customer Service, whose ultimate aim is logging customer’s bookings, maximising the booking conversion and increasing sales of value-added services within the product offering and tracking customer’s shipments.

As an apprentice within the frontline department, you will support the function as outlined above, whilst attending the necessary workshops and learning interventions in order to complete your apprenticeship programme within the required timeframe.

You will responsible for:

• Respond to customers’ enquiries providing information for products and services prior to shipping, to ensure the most appropriate DHL offering is provided in line with DHL procedures. Promoting the benefits of the brand to secure the booking at initial point of contact
• Promote up / cross selling opportunities, in line with DHL Product Portfolio
• Improve the First Time Resolution rate for incoming tracking contacts from customers to minimise the opening of unnecessary trace files
• Handle customers objections in a professional manner to reinstall the customer’s faith in DHL and avoid escalation to claims/ complaints
• Identify sales opportunities for long term business acquisition and pass to Sales
• Capture booking data in methodical manner-validating information provided
• Ensure service checks are completed and customer advised accordingly of any restrictions or additional information requirements
• Inform the customer of DHL services, including promotion of automated tools
• Provide price / transit quotations for customers and amend booking details as per customer’s request

Apprenticeship overview:

The Customer Service Practitioner Apprenticeship is designed to teach you to consistently deliver the highest standard of customer service possible. You will be trained in the essential skills, knowledge and behaviours you need to excel in your role. This apprenticeship is delivered through a blended approach of 80% on-the-job learning and 20% off-the-job learning (inclusive of 1-2-1s, Team Meetings & Performance Dialogues).

Learning modules for your apprenticeship will include:

• Customer experience
• Dealing with difficult situations
• Regulations and Legislations
• Understanding targets and goals
• Teamwork and Communication skills
• Personal organisation

Skill sets and Attributes

• Good communication skills (written and verbal)
• Strong IT skills
• Willingness to learn
• Ability to adapt to change
• Ability to work towards deadlines
• Ability to work independently and as part of a team
• A desire to progress your career within a customer service environment
• Experience of working with MS Word & Excel is extremely desirable

Qualifications/Education:

· GCSE English and Mathematics at grade A–C or grade 4 and above (or equivalent).

Requirements:

• Applicants must have the full right to work in the UK and have been resident in the UK for a minimum of three years.
• As of January 2027 – the role will be full time in the office.

Our Promise to You

• Full support with your studies including 20% off the job activities
• An excellent pay structure
• Annual leave entitlement pro rata based on contract period
• Work in a rapidly-growing industry, with career development
• Internal training programme
• Modern and well-maintained fleet

As well a competitive hourly rate you have access to some other fantastic optional benefits such as Cycle2Work Scheme, and discounts and savings on 1000’s of retailers.

What’s Next?

• Apply now and upload your CV online.
• 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.

Privacy Notice

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.