Customer Service Agent

DHL Supply Chain; Coventry; On-site; Confidential; Full time

Benefits offered by this job

Pension scheme

GP service

Retail discounts

Loans & mortgage advice

Job summary

DHL Supply Chain in Coventry is seeking a Customer Service Agent to play a key role at the centre of our fulfilment operation. You will provide outstanding service via telephone, online chat and email, understanding customer needs and tailoring the service to them.

The role suits those with contact centre experience handling complex enquiries and complaints, adaptability to adjust service style to each customer, and a strong belief in first‑class customer service.

Qualifications

• Experience in a contact centre environment handling complex enquiries and complaints.
• Adaptability, changing the style of service to best suit each customer.
• Professional understanding of what first-class customer service is and why it's so vital.

Responsibilities

• Providing outstanding service to customers via telephone, online chat and email and other activities that are needed to deliver a great customer experience.
• Understanding each customer's needs and wants, allowing you to tailor the service specifically for them.
• Maintaining a high level of accuracy, attention to detail and product knowledge to help drive repeat custom.
• Taking ownership of allocated customer issues, resolving appropriately and following up to maintain customer confidence and encourage repeat business.
• Advising customers on care and maintenance of their products, creating opportunities for add on sales where appropriate.

Skills

Customer service

Communication skills

Multitasking

Problem solving

Job description

Pay Rate: £24,901.28
Grade: RCS P
Contract Type: 12 Month Fixed Term Contract / Secondment (Full-Time)
Shift patterns: Monday to Friday, 9am to 5pm
Location: Coventry

Think you know DHL? Think again! We're not just about delivering parcels. DHL Supply Chain is the world's leading logistics company and our people are the unsung heroes who keep the cogs turning and the country running smoothly.

We're now looking for a Customer Service Agent!

play a key role at the centre of our fulfilment operation.

A TYPICAL DAY MAY INVOLVE

• Providing outstanding service to customers via telephone, online chat and email and other activities that are needed to deliver a great customer experience.
• Understanding each customer's needs and wants, allowing you to tailor the service specifically for them.
• Maintaining a high level of accuracy, attention to detail and product knowledge to help drive repeat custom.
• Taking ownership of allocated customer issues, resolving appropriately and following up to maintain customer confidence and encourage repeat business.
• Advising customers on care and maintenance of their products, creating opportunities for add on sales where appropriate.

THIS ROLE WOULD SUIT PEOPLE WHO

• Experience in a contact centre environment handling complex enquiries and complaints.
• Adaptability, changing the style of service to best suit each customer.
• Professional understanding of what first-class customer service is and why it's so vital.

WHY JOIN US?

• Join our generous pension scheme and benefit from an 8% employer contribution, alongside a 4% employee contribution
• Free confidential 24/7 GP consultations
• Hundreds of retail and lifestyle discounts
• Affordable loans, savings schemes and free mortgage advice
• Visit https://careers.dhl.com/global/en/working-at-dhl-supply-chain to learn more

WHO WE ARE

We're the global leaders in supply chain management with 188,000 people in over 50 countries. Our expert teams work together to deliver for our customers across a range of industries including retail, automotive, healthcare and more.

BUILDING AN INCLUSIVE WORKPLACE

At DHL, we're all about creating a workplace where everyone's skills and experiences matter, and where you can be your true self every day.

As proud supporters of the Armed Forces Covenant, we value the skills and experience of ex-service personnel and are dedicated to helping our veterans find jobs.

Please be aware that interviews are provisionally scheduled to take place during the week commencing 05/10/2026. Applications received after this date may not be considered but will be added to our talent pool for future opportunities, subject to your consent. Please also be aware that we review applications continuously and where we have a large number of applications the application period may close ahead of the provisional interview date. To ensure your application is considered we recommend submitting it as early as possible.