Operations Agent

DHL Express; Reading; On-site; GBP 22,000 - 28,000; Full time

Benefits offered by this job

Career progression within DHL

Exposure to multiple DHL operations

Training and development opportunities

Job summary

DHL Express in Reading is seeking an Operations Agent to be the first point of contact for customers at RED Service Centre, handling enquiries and visits professionally.

You will support day-to-day operations, manage workloads and ensure compliance with DHL policies, delivering excellent service in a fast-paced environment.

Qualifications

• GCSE Maths and English (or equivalent) required.
• Excellent written and verbal communication skills.
• Strong interpersonal and customer service skills.
• Good IT skills and ability to use multiple systems.
• Administrative experience is desirable.
• Experience in logistics or operational environments is advantageous.

Responsibilities

• Act as the first point of contact for customers entering or contacting the Service Centre.
• Handle enquiries professionally and resolve queries in line with company standards.
• Answer calls promptly and provide timely support to customers and colleagues.
• Represent DHL in a professional manner to deliver an outstanding customer experience.
• Provide administrative and operational support to ensure the Service Centre runs effectively.
• Manage daily workloads, prioritise tasks to meet deadlines.
• Respond to problem pieces and coordinate redistribution per global standards.
• Use multiple systems and applications to complete tasks.
• Occasionally act as Service Centre Receptionist.
• Maintain compliance with Health & Safety, Security, and regulatory requirements.

Skills

Excellent written and verbal comms

Strong interpersonal skills

Good IT skills

Administrative experience

Experience in logistics/operational

GCSE Maths & English

Education

GCSE Maths and English (or equivalent)

Job description

Contract:

Permanent

Location:

RED Service Centre, Reading, RG2 0RP

Shift Pattern:

10:00 – 19:00

Be the Face of DHL and Deliver Outstanding Customer Service

We are offering an exciting opportunity for a customer‑focused and proactive individual to join DHL as an Operations Agent. In this important frontline role, you will act as the first point of contact for both internal and external customers, ensuring all enquiries, visits and operational activities are handled professionally and efficiently. You will play a key role in supporting the smooth day‑to‑day running of the Service Centre while delivering an exceptional customer experience at every opportunity. This is an ideal opportunity for someone who enjoys working in a fast‑paced environment, thrives on problem‑solving and takes pride in providing excellent service.

Delivering Excellent Customer Service

• Act as the first point of contact for customers contacting or visiting the Service Centre.
• Handle enquiries professionally, ensuring all queries are resolved in line with company standards.
• Answer incoming calls promptly and provide timely support to customers and colleagues.
• Represent DHL in a professional manner to help deliver an outstanding customer experience.

Supporting Service Centre Operations

• Provide administrative and operational support to ensure the effective running of the Service Centre.
• Manage daily workloads effectively and prioritise tasks to meet operational deadlines.
• Respond to problem pieces and coordinate redistribution in accordance with global standards.
• Use multiple systems and applications to complete tasks accurately and efficiently.
• Act as Service Centre Receptionist when required.

Maintaining High Standards of Compliance

• Ensure all activities are completed in line with DHL policies and procedures.
• Maintain compliance with Health & Safety, Security and regulatory requirements.
• Support a safe, secure and professional working environment at all times.

Who We’re Looking For

A Customer‑Focused and Adaptable Team Player

You are someone who:

• Delivers excellent customer service and remains professional under pressure.
• Communicates confidently with a wide range of customers and colleagues.
• Has strong organisational skills and attention to detail.
• Can manage a varied workload and adapt quickly to changing priorities.
• Demonstrates DHL's CIS behaviours: Can Do, Passion, Speed and Right First Time.

Skills & Experience

• Excellent written and verbal communication skills.
• Strong interpersonal and customer service skills.
• Good IT skills and confidence using multiple systems.
• Administrative experience is desirable.
• Experience within logistics or operational environments is advantageous.
• GCSE Maths and English (or equivalent).

What This Opportunity Offers You

• A varied and customer‑focused role at the heart of Service Centre operations
• The opportunity to build operational and customer service experience
• Exposure to multiple areas of the DHL operation
• Excellent development and career progression opportunities within DHL

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.