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Frontline Customer Service Apprenticeship DHL Express (Freight) UK Ltd

To support with the day to day running of the setting.

This apprenticeship requires you to apply through the employer's website.

Apply now

Closing date: 31 Dec 2021

Apprenticeship summary

  • Weekly wage


    Wages explained

    Apprentices are paid for their normal working hours and training that's part of their apprenticeship (usually one day per week).

    Minimum Wage Rates

  • Working week

    Shifts to be confirmed.

    Total hours per week: 40.00

  • Expected duration

    12 months

  • Possible start date

    10 Oct 2022

  • Date posted

    11 Aug 2021

  • Apprenticeship level

    Level 2 (GCSE)

  • Reference number


  • Positions

    4 available

Duties to include:

  • 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 anymrestrictions 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

Requirements and prospects

Desired skills

  • Self-motivation
  • Good communication skills
  • Ability to meet strict deadlines
  • Time management
  • Problem solving
  • Experience of learning new IT systems and applications
  • Agile and flexible, being able to move to new situations with ease

Personal qualities

  • Willingness to learn
  • Working with others and within a team
  • Taking responsibility for managing own work

Desired qualifications

Apprentices will be required to have or achieve level 1 English and maths and to have taken Level 2 English and maths tests prior to completion of their Apprenticeship.

Future prospects

Ongoing learning and development.

Things to consider

The Apprenticeship National Minimum Wage guide (ANMW):

About the employer

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


DHL Express (Freight) UK Ltd


Cargo West


DE74 2TR

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Training provider

Realise Apprenticeships Limited

Applications for this apprenticeship are being processed by Realise Apprenticeships Limited


Joanne Gray 0333 444 3973

Your full role and responsibilities will be set out by your employer. DHL Express UK will provide you with all of the on-the-job training you need to up-skill in your role, and your 20% off-the-job learning will be incorporated as part of your working day.

If successful, you will complete a Level 2 Customer Service Practitioner apprenticeship programme, delivered DHL Express UK's dedicated training provider, Realise.

Apprenticeship standard

Customer service practitioner

Level 2 (GCSE)

Employer's Application Instructions

To apply for this vacancy please click 'Apply now' and you will be redirected to the GetMyFirstJob website where you will be required to submit an application. If this is your first visit to GetMyFirstJob you will be required to register on the website, please complete all fields upon registration and ensure you attach a copy of your CV

This apprenticeship requires you to apply through the employer's website.

Apply now

Closing date: 31 Dec 2021