Apprentice Frontline Customer Service Agent Dhl International Ltd

To act as first point of contact for external customers handling shipping requests providing information and advice on transiting goods worldwide. To do this in a way to maximise sales through service whilst delivering the highest possible levels of Custom

Sign in to apply

Closing date: 01 Sep 2017

Apprenticeship summary

  • Weekly wage


  • Working week

    37.5 hours on a rotating shift see Reality Check

    Total hours per week: 37.50

  • Apprenticeship duration

    1 years

  • Possible start date

    10 Sep 2017

  • Date posted

    18 Apr 2017

  • Apprenticeship level

    Intermediate Level Apprenticeship

  • Reference number


  • Positions

    15 available

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:

Llogging customer’s bookings.

  • Maximising the booking conversion and increasing sales of value added services within the product offering and tracking customer’s shipment’s.
  • The role requires the provision of information to the customer to ensure the shipment can be processed and transit without delay.

The advisor is responsible for:

  • Collating and validating all the information for processing to the courier, whilst maximising sales through service.
  • Along with being the first port of call to customers tracking their shipments, and initiating traces where applicable

Requirements and prospects

Desired skills

  • Build rapport with customer and establish customer’s needs.
  • Deliver a consistent call flow
  • Giving the customer the confidence in the information provided
  • Achieve all Global and Regional KPI's.
  • Ensure a high service enquiry to booking conversion rate is generated.
  • Maximise up selling opportunities whilst ensuring the customer has an informed choice.
  • Remain positive and enthusiastic during every customer contact.
  • Consistently provide a high level of quality service
  • Deliver first time resolution.
  • Optimise and safeguard DHL revenue.
  • Manage customers’ expectations and objections
  • Maintain customer loyalty

Personal qualities

  • Excellent customer service skills with the ability to
  • present and articulate verbally and written
  • information to customers.
  • Enthusiastic.
  • Willing to learn.
  • Puntual.

Qualifications required

Has looked at DHL Express website and understands some of the companies history and achievements

Future prospects

75% of apprentices that successfully complete there apprenticeship remain with the company 30% of those transfer to a different department within the business during second year

Things to consider

First interview will be an assessment of ICT Skills Literacy & Numeracy This position has a number of targets to achieve daily and is monitored against achieving those targets mentoring and coaching will help but you will only be successful with a professional attitude.

About the employer

DHL Express is the global cross border express parcel service • Our vision is to be The Logistics Company for the World. • Our mission – Excellence. Simply Delivered. – is our guiding light. • Our Strategy 2020: Focus.Connect.Grow. is our roadmap to the future. We connect people and improve their lives. And we do it by being uncompromisingly customer-centric and delivering excellence day in and day out. By bringing people together and making life simpler – for our customers, our employees, our investors, and our society – we help make the world a better place. Being The Logistics Company for the World goes well beyond our global presence in over 220 countries and territories, or our tireless pioneer spirit when it comes to new markets. It also extends beyond our unique ability to offer a remarkable range of logistics solutions – from mission-critical express deliveries to economical freight transportation, from taking the complexity out of customs to managing the complexity of global supply chains and everything in between. We want to be the logistics company people turn to – the first choice not only for all shipping needs, but also the first choice for career and investment opportunities, and being the global benchmark for responsible business practice.


Dhl International Ltd


East Midlands Airport

Castle Donington


DE74 2SA

You must have JavaScript enabled to view a map of the location

Training provider

Training to be Provided 6 weeks Induction
Including 5 Days residential
Employee Rights & responsibility
IT training internal systems
Customer Care techniques 
Ongoing E learning weekly
Weekly reviews

Apprenticeship framework

Customer Service

Training provider


Applications for this apprenticeship are being processed by Dhl International Ltd


John Lawson

Before you apply

Before you apply for an apprenticeship you must first create an account. If you already have an account you'll need to sign in.

Sign in to apply

Closing date: 01 Sep 2017