Operations Agent

DHL Express; Newport; On-site; GBP 21,000 - 26,000; Full time

Job summary

DHL Express Newport is seeking an enthusiastic Operations Agent to join our Service Centre. You’ll be the face of the centre, delivering excellent service to customers, visitors and colleagues, and ensuring smooth day-to-day operations on a 12:00–21:00 shift with a 60 minute break.

This fast-paced role requires strong communication, attention to detail, and the ability to stay calm under pressure while solving problems to uphold DHL’s service standards.

Qualifications

• GCSE Maths and English completed.
• Previous administrative experience preferred.
• Experience in logistics/express operations preferred.
• Operational processing experience would be advantageous.

Responsibilities

• Acting as the first point of contact for internal and external customers
• Handling customer enquiries professionally, both face-to-face and over the phone
• Managing Service Centre reception duties when required
• Providing operational and administrative support to ensure smooth Service Centre operations
• Responding to customer and shipment-related queries in line with company standards
• Managing problem shipments and arranging solutions in accordance with operational procedures
• Using a range of systems and applications to complete daily tasks accurately and efficiently
• Supporting colleagues to maintain high levels of service delivery and customer satisfaction
• Ensuring compliance with all company policies, procedures, safety, and security requirements

Skills

Excellent communication

Customer service

IT systems

Organisation

Problem solving

Team collaboration

Attention to detail

Adaptability

Education

GCSE Maths and English

Job description

Location: Newport, NP10 9DQ

Contract: Permanent

Shift: 12:00 - 21:00 with a 60 minute break.

Be the Heart of Our Service Centre

At DHL Express, people are at the centre of everything we do. We're looking for a proactive and customer-focused Operations Agent to join our team and help deliver the world-class service our customers expect.

As the face of the Service Centre, you'll be the first point of contact for customers, visitors, and colleagues, providing exceptional service and support while ensuring the smooth day-to-day running of operational and administrative activities. This is a fast-paced and varied role where no two days are the same. You'll need excellent communication skills, strong attention to detail, and the ability to stay calm under pressure while finding solutions that put the customer first.

What You'll Be Doing

• Acting as the first point of contact for internal and external customers
• Handling customer enquiries professionally, both face-to-face and over the phone
• Managing Service Centre reception duties when required
• Providing operational and administrative support to ensure smooth Service Centre operations
• Responding to customer and shipment-related queries in line with company standards
• Managing problem shipments and arranging solutions in accordance with operational procedures
• Using a range of systems and applications to complete daily tasks accurately and efficiently
• Supporting colleagues to maintain high levels of service delivery and customer satisfaction
• Ensuring compliance with all company policies, procedures, safety, and security requirements

What We're Looking For

We're seeking someone who enjoys working with people, solving problems, and delivering excellent service in a fast-moving environment.

Essential Skills

• Excellent written and verbal communication skills
• Strong customer service and interpersonal skills
• Good IT skills and confidence using multiple systems
• Strong organisational and administrative abilities
• Self-motivated with sound judgement and decision-making skills
• Ability to build effective working relationships across teams
• Strong attention to detail and ability to prioritise workload
• A positive, flexible, and proactive approach to work

Qualifications & Experience

• GCSE Maths and English
• Previous administrative experience (preferred)
• Experience within logistics, transport, or express delivery operations (preferred)
• Operational processing experience would be advantageous

What We Offer

At DHL Express, we recognise and reward the contribution our people make every day. Our benefits include:

• Competitive salary
• Performance-related bonus opportunities
• Generous holiday entitlement that increases with length of service
• Company pension scheme with excellent employer contributions
• Life assurance
• Enhanced maternity pay
• Generous company sick pay
• Retail, leisure, and gym membership discounts
• Cash dental plans and additional voluntary benefits
• Discounted health assessments
• Employee Assistance Programme and wellbeing support
• Ongoing training and development opportunities
• Strong focus on internal career progression and promotion

Why DHL Express?

As the world's leading logistics company, we're passionate about connecting people and improving lives. Whether you're supporting customers, working with operational teams, or helping keep our Service Centre running efficiently, you'll play an important role in delivering the exceptional service DHL is known for worldwide.

Diversity, Equity & Inclusion

We are committed to equal opportunity and reject any forms of discrimination. The basis for employee selection at DHL Group is qualification, performance, skills and experience.

Privacy Notice

DHL International (UK) Ltd acts as a "Data Controller" and, in line with our responsibilities under the General Data Protection Regulations (GDPR), we take data protection very seriously. We collect and use your Personal Information in accordance with our Privacy Policy, which will be supplied as part of the recruitment process.