Customer Service Apprentice
DHL INTERNATIONAL (UK) LIMITED
Derby (DE74 2TR)
Closes in 14 days (Tuesday 1 July 2025)
Posted on 17 June 2025
Contents
Summary
The Customer Service Practitioner Level 2 Apprenticeship is a hands-on training program that equips you with essential skills to deliver exceptional customer experiences—perfect for anyone looking to start or grow a career in customer service at DHL Express.
- Wage
-
£23,809.50 a year
- Training course
- Customer service practitioner (level 2)
- Hours
-
Monday to Friday, 8.00am to 7.00pm, shifts scheduled between these hours.
37 hours 30 minutes a week
- Start date
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Tuesday 2 September 2025
- Duration
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1 year 6 months
- Positions available
-
12
Work
Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.
What you'll do at work
- 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.
Where you'll work
Cargo West
East Midlands Airport, Castle Donington
Derby
DE74 2TR
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
College or training organisation
REALISE LEARNING AND EMPLOYMENT LIMITED
Your training course
Customer service practitioner (level 2)
Understanding apprenticeship levels (opens in new tab)
What you'll learn
Course contents
- Use a range of questioning skills, including listening and responding in a way that builds rapport, determines customer needs and expectations and achieves positive engagement and delivery.
- Depending on your job role and work environment: Use appropriate verbal and non-verbal communication skills, along with summarising language during face-to-face communications; and/or
- Depending on your job role and work environment: Use appropriate communication skills, along with reinforcement techniques (to confirm understanding) during non-facing customer interactions.
- Depending on your job role and work environment: Use an appropriate ‘tone of voice’ in all communications, including written and digital, that reflect the organisation’s brand.
- Provide clear explanations and offer options in order to help customers make choices that are mutually beneficial to both the customer and your organisation.
- Be able to organise yourself, prioritise your own workload/activity and work to meet deadlines.
- Demonstrate patience and calmness.
- Show you understand the customer’s point of view.
- Use appropriate sign-posting or resolution to meet your customers needs and manage expectations.
- Maintain informative communication during service recovery.
Your training plan
- Initial 6-week training period at your work placement.
- Ongoing training and development provided throughout the apprenticeship.
Requirements
Desirable qualifications
GCSE in:
- English (grade C or above)
- Maths (grade C or above)
Let the company know about other relevant qualifications and industry experience you have. They can adjust the apprenticeship to reflect what you already know.
Skills
- Communication skills
- Customer care skills
About this company
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.
Disability Confident
A fair proportion of interviews for this apprenticeship will be offered to applicants with a disability or long-term health condition. This includes non-visible disabilities and conditions.
You can choose to be considered for an interview under the Disability Confident scheme. You’ll need to meet the essential requirements to be considered for an interview.
After this apprenticeship
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.
Ask a question
The contact for this apprenticeship is:
REALISE LEARNING AND EMPLOYMENT LIMITED
wearerecruiting@dhl.com
The reference code for this apprenticeship is VAC1000211796.
Apply now
Closes in 14 days (Tuesday 1 July 2025)
When you apply, you’ll be asked to sign in with a GOV.UK One Login. You can create one at the same time as applying for this apprenticeship.
After signing in, you’ll apply for this apprenticeship on the company's website.