Senior Customer Service Advisor

DHL Germany; Coventry; Hybrid; GBP 25,000; Full time

Job summary

Join a leading integrated parcel business as a Senior Customer Service Advisor, where you'll play a vital role in delivering exceptional customer service. This position offers a dynamic work environment where you will handle customer queries, manage escalations, and promote self-service solutions. With a focus on teamwork and a commitment to excellence, you'll be part of an award-winning company recognized as a top employer. Enjoy a supportive culture that values your contributions and offers flexibility in working hours. If you're passionate about customer service and eager to make a difference, this role is perfect for you.

Benefits

25 days Holiday Entitlement

Hybrid Working

Enhanced overtime rates

Holiday Purchase Scheme

Refer a Friend Scheme

Recognition Scheme

Parcel Perks

Aviva Wellbeing App

Aviva Digital GP 24/7

Cycle to Work Scheme

Discounted bus travel scheme

Qualifications

• Strong planning and organisation skills essential for multitasking under pressure.
• Excellent communication and listening skills to ensure customer satisfaction.

Responsibilities

• Ensure timely and professional communication with customers.
• Manage escalated queries and corporate customer issues from start to finish.
• Promote self-service options and contribute ideas for customer experience improvement.

Skills

Planning and organisation skills

Customer focus

Attention to detail

Excellent communication skills

Listening skills

Job description

DHL eCommerce UK is one the UK’s leading integrated parcel businesses. As part of the DHL Group, we have an extensive delivery network which covers the UK and over 220 countries. We are committed to pushing the boundaries of the express parcel delivery markets and aim to be the first choice for customers.

Excellence. Simply Delivered. That is what we do.

We are currently recruiting for a Senior Customer Service Advisor based at our site in Ryton on Dunsmore, Monday - Friday, on a 7.5 hour shift between the hours of 09.00 - 17:00, although we have some flexibility on start and finish times. Salary £24,576.21 per annum.

Our team are responsible for delivering excellent customer service on all contacts through case management. Taking ownership for the investigation and displaying our four attributes, 'Can do', 'Passion', 'As One' and 'Right First Time'.

Key Responsibilities:

• To ensure all communication with customers is in a professional and timely manner and resolved to the customer’s satisfaction using the appropriate channels.
• Managing escalated queries with customers.
• Managing corporate customer queries from start to finish, taking ownership and being responsible for resolution of the issue.
• Develop a full understanding of DHL eCommerce UK services and products and all relevant DHL eCommerce UK operating systems.
• Promote self-service and alternative products to new and existing customers.
• Attend regular meetings/briefs held by the Customer Service Centre Management team. Contribute ideas to change and improve the customer experience and the performance of the team.

Skills & Experience Required:

• Planning and organisation skills with the ability to multitask whilst working under pressure.
• Customer focus and attention to detail.
• Excellent communication and listening skills.

Perks & Benefits:

• 25 days Holiday Entitlement.
• Hybrid Working.
• Enhanced overtime rates.
• Holiday Purchase Scheme.
• Refer a Friend Scheme.
• Recognition Scheme: Employee of the Month, Employee of the Quarter, Employee of the Year, Exceptionals, CEO Can Do Award.
• Parcel Perks.
• Aviva Wellbeing App.
• Aviva Digital GP 24/7.
• Cycle to Work Scheme.
• Discounted bus travel scheme.

About Us:

DHL eCommerce UK accredited Top Employer 2024 for the third year running along with being certified as a Great Place to Work.

Our attributes are the lifeblood of everything we do. We are looking for people to join us, who have a ‘Passion’ to deliver with a happy heart, energy and commitment. We want our people to work ‘As One’ team across all areas of the business with a ‘Can Do’ mind-set and commitment to deliver ‘Right 1st Time’ for all of our customers.

As well as offering competitive salaries at all levels and in every area of the business, we also offer hybrid working and a comprehensive benefits package designed to help you make more of your money, safeguard your future and enhance your health and well-being.