Customer Service Apprentice

Respond to customer enquiries, promoting suitable DHL services and securing bookings. Promote cross-selling and upselling in line with DHL's product portfolio. Aim for first-time resolution to reduce repeat contact and improve customer satisfaction. Handle tracking requests efficiently to reduce unnecessary trace files. Address objections professionally to retain customer trust and avoid complaints. Identify and pass on sales opportunities for long-term business. Accurately capture and validate booking data. Perform service checks and advise customers of restrictions or requirements. Promote DHL services and automated tools. Provide and amend price/transit quotations as requested. Increase enquiry-to-booking conversion rates. Manage track and trace requests, ensuring thorough documentation for investigations.

Training:
Initial 6-week training period at your work placement. Ongoing training and development provided throughout the apprenticeship.

Training Outcome:

Upon successful completion of the apprenticeship, you can expect opportunities for career progression within DHL and the wider logistics and customer service industry, including:

Customer Service Advisor – taking on more responsibility and handling complex customer queries. Team Leader or Supervisor – leading a customer service team and supporting their development. Specialist Roles – such as Sales Support, Operations Coordinator, or Claims Handler. Further Apprenticeships or Qualifications – including Level 3 Customer Service Specialist or Leadership & Management qualifications. Long-term Career Growth – with potential to progress into roles across departments such as sales, operations, or account management within DHL or similar organisations.

Employer Description:
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.

Working Hours :
Monday to Friday, 8.00am to 7.00pm, shifts scheduled between these hours.

Skills:
Communication skills,Customer care skills