Customer Service Apprentice
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Company: DHL INTERNATIONAL (UK) LIMITED
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Location: Derby, DE74 2TR
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Type: Apprenticeship
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Salary: £25,018.50 per year
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Sector: Sales, marketing and procurement
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Ref: NAS-2000035614
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Application Deadline Date: 26/06/2026
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Start Date: 07/09/2026
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Positions Available: 12
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Working Week: Flexible shift patterns starting between 08:00am - 11:15am Monday - Friday (8-hour shifts) Latest shift finishing at 7:15pm. Exact working hours TBC.
Brief Description
The Customer Service department is responsible for handling the vast majority of contacts between DHL and customers on a daily basis. The main role purpose 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.
Training to be Provided
Customer Service Practitioner Level 2.
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).
Future Prospects
Permanent position as a Customer Service Advisor.
Vacancy Detail
- 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
Other Information
- Passing a Disclosure and Barring Service (DBS) check
- Relevant RTW in the UK
- Must have lived in the UK for 3 years or more