Apprentice Backline Network Advisor Agent Dhl International Ltd

To handle all inbound requests from the global network into the UK for shipments already in transit. Resolving the delivery of both imported and exported material and providing timely responses to the requests we will maximise customer’s satisfaction

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Closing date: 14 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

    30 Sep 2017

  • Date posted

    01 Jun 2017

  • Apprenticeship level

    Advanced Level Apprenticeship

  • Reference number


  • Positions

    8 available

The Network Advisor is a key role for Customer Service whose ultimate aim is dealing with both customer and network tracking requests.

Reduce the volume of problem pieces and undeliverable shipments within the DHL network by proactively contacting customers and providing required information to the relevant DHL function.

The role is critical in preventing business loss and maintaining customer’s loyalty to the DHL brand.

After training the apprentice will be working in our backline team and completing the following tasks

  • Manage customer’s expectations through Network requests and supporting frontline functions
  • Good understanding of Network Trace Procedure
  • Maintain customer loyalty
  • Organise and prioritise Network requests
  • Handle complex issues and objections
  • Reduce volume of undeliverable shipments in DHL network
  • Ensure initial response rates satisfy KPI specifics
  • Manage incoming Network requests from the network to a successful and timely conclusion to minimise customer’s dissatisfaction
  • Keep customer and network regularly informed on the progress of the investigation to manage customer and network expectations
  • Handle customer’s objections in a professional manner to reinstall the customer's faith in DHL and avoid escalation to claims
  • Educate customers to reduce the risk of future shipments being delayed within the DHL network

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 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

Experience of working with MS Word & Excel is extremely desirable

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

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Additional location information

Based at our brand new East Midlands Airport Cargo west Hub

Training provider

Training to be Provided 6 weeks Induction
Including 4 Days residential
Employee Rights & responsibility
IT training internal systems
Customer Care techniques 
Ongoing E learning weekly
Weekly reviews

Customer Service Level 3 

Apprenticeship framework

Customer Service

Training provider


Applications for this apprenticeship are being processed by Dhl International Ltd


John Lawson

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Closing date: 14 Sep 2017