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- Tasks: Be the friendly face of our Service Centre, providing top-notch customer service daily.
- Company: Join DHL, a global leader in logistics and express delivery.
- Benefits: Enjoy competitive pay, shift premiums, and potential for permanent employment.
- Why this job: Great opportunity to develop communication skills and work in a dynamic environment.
- Qualifications: GCSE Maths/English required; experience in admin or logistics preferred.
- Other info: Flexible hours, Monday to Friday, with a focus on customer satisfaction.
GR Employment Currently looking for an Operations Agent who acts as the face of the Service Centre at our Exeter Site EX5 2GB, responsible for providing excellent customer service both internally and externally. As an Operations Agent you are responsible for ensuring that the day to day Customer Facing activities within the Service Centre are completed to the required standards. You will be required to ensure that all internal and external visitors to the Service Centre are handled in the appropriate manner and act as Service Centre Receptionist at times., The Operations Agent you will be measured upon customer satisfaction, as first point of contact at the Service Centre for frontline queries you will operate in a customer focused manner at all times, ensuring that the standards of the company are upheld. This role is diverse requiring a high level of, attention to, The Ops Agents are responsible for providing excellent customer service and care, regardless of the situation for both internal and external customers; face to face and over the phone. A key challenge will be to remain calm and professional and ensure you provide the best possible customer service no matter the behavior of the custome, you will also be required to work under time pressures to ensure that your workload is completed on time for ensuring that customers’ needs are met and that they are satisfied. Your workload will differ day to day and you will be expected to communicate and seek support when required.
As an Operations Agent, a key focus area will be the key performance indicators which will be set by your manager. You will play a key role in ensuring that you are meeting your KPI targets, challenge will be improving and maintaining your goals and coming up with new ideas and suggestions to ensure these are met, As the business grows and changes, Ops Agents will need to be flexible and adaptable. Various changes in process and tools will happen and it is vital you are able to take an open approach to this.
Provide administrative and operational tasks, necessary to ensure the correct functioning of the Service Centre,
Answer all calls to the Service Centre
Respond to all queries in accordance with company standards. (GSOP)
Deal with all internal and external customers visiting the Service Centre in a professional manner.
Manage day to day workload and seek support when required.
Represent in a professional and efficient manner in order to increase customer satisfaction.
Responding to Problem Pieces and ensure redistribution is arranged in accordance with global standards
Use computer systems with numerous applications to ensure work completed in accordance with company requirements.
Plan and prepare working practices ensuring maximum efficiency
Adhere to legislation including Health and Safety, Working Time Directive regulations etc.
Expected to comply with DHL standard uniform and ID passes should be worn at all times.
Adhere to all company procedures
Act as Service Centre receptionist when necessary
Perform any other reasonable duties as required
Safety and security: Adhere to country laws and regulations, company and third party rules and standards.
Adhere to customs / import / export procedures.
All employees engaged in activity on behalf of DHL International (UK) Ltd are to comply with all applicable security procedures
All employees are to bring any potential security breaches or concerns to the attention of their supervisors Customer/Stakeholder
To act as the first point of contact for all internal and external customers contacting the service centre
Communicate with colleagues ensuring that service delivery levels are consistently high
detail, and exceptional problem solving skills. You must be an excellent communicator and team player with the ability to build up effective relationships in order to deliver great service quality and enhance our customer experience. You remain calm under pressure and go the extra mile to resolve any problems which may arise., Excellent written and verbal communications skills
Good interpersonal skills
Strong IT skills
Operational process knowledge
Knowledge and understanding of Dangerous Goods (preferred)
Good at establishing working relationships and developing personal contacts
Strong personal influencing and consultative skills
Good analytical and commercial awareness
Self-motivated with good judgment and decision making qualities
Strong Negotiation skills
Displays the CIS attributes of can do, passion, speed and right first time, GCSE Maths/English
Experience in Administrative experience (preferred)
Experience/knowledge of the express logistic field (preferred)
2-3 years Operational processing experience (prefferred)
Monday to Friday: 3pm to 7pm and this postion is a Temp to perm position
Hourly Rate: £12:25ph
Shift Premium: Extra £2.65 per hour after 7.00pm
Saturday Premium: Extra £1.15 per hour
Sunday Premium: Extra £2.15 per hour
Specific Role Challenges (key focus areas/challenges expected for post holder)
Operations Agent employer: Gr Employment Limited
Contact Detail:
Gr Employment Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Operations Agent
✨Tip Number 1
Familiarize yourself with the key performance indicators (KPIs) that will be set by your manager. Understanding these metrics will help you demonstrate your commitment to customer satisfaction and operational excellence during the interview.
✨Tip Number 2
Practice your communication skills, both verbal and written. As an Operations Agent, you'll need to effectively interact with customers and colleagues, so being able to convey information clearly and professionally is crucial.
✨Tip Number 3
Showcase your problem-solving abilities by preparing examples of how you've handled challenging situations in the past. This will highlight your capacity to remain calm under pressure and provide excellent customer service.
✨Tip Number 4
Research the company’s values and standards, especially regarding customer service. Being able to align your personal values with those of the company can make a strong impression during your application process.
We think you need these skills to ace Operations Agent
Some tips for your application 🫡
Highlight Customer Service Skills: Make sure to emphasize your customer service experience in your application. Use specific examples that demonstrate your ability to handle queries and maintain professionalism under pressure.
Showcase Communication Abilities: Since the role requires excellent written and verbal communication skills, include instances where you effectively communicated with customers or colleagues. This could be through emails, phone calls, or face-to-face interactions.
Demonstrate Flexibility and Adaptability: Mention any experiences where you had to adapt to changing processes or tools. This will show that you can handle the diverse challenges of the Operations Agent role.
Include Relevant Experience: If you have prior experience in administrative roles or the express logistics field, be sure to include this in your application. Highlight any operational processing experience you have, as it is preferred for this position.
How to prepare for a job interview at Gr Employment Limited
✨Showcase Your Customer Service Skills
As an Operations Agent, you'll be the face of the Service Centre. Prepare examples from your past experiences where you provided excellent customer service, especially in challenging situations. Highlight how you remained calm and professional while resolving issues.
✨Demonstrate Flexibility and Adaptability
The role requires you to adapt to various changes in processes and tools. Be ready to discuss instances where you've successfully adapted to change in a work environment, showcasing your ability to remain open and flexible.
✨Understand Key Performance Indicators (KPIs)
Familiarize yourself with what KPIs are relevant to the role. During the interview, express your understanding of how meeting these targets contributes to overall customer satisfaction and operational efficiency.
✨Communicate Effectively
Excellent communication is crucial for this position. Practice articulating your thoughts clearly and concisely. Be prepared to answer questions about how you build relationships with colleagues and customers to enhance service quality.