At a Glance
- Tasks: Be the friendly voice of DHL, assisting customers with bookings and tracking.
- Company: Join DHL Express, a global leader in logistics with opportunities across 220 countries.
- Benefits: Earn while you learn, enjoy competitive pay, and access great perks like discounts and Cycle2Work.
- Why this job: Kickstart your career in a supportive team, gaining valuable skills and a recognised qualification.
- Qualifications: Good communication and IT skills; English & Maths C or above preferred.
- Other info: Full support for studies and a chance to work in a rapidly growing industry.
Customer Service Apprenticeship Location: East Midlands Airport Apprenticeship: Customer service practitioner - Lvl 2 (18 month fixed-term Contract)
About us
DHL Express UK is part of the Deutsche Post DHL Group - the world's most international company. We operate in more than 220 countries and territories worldwide, enabling us to provide exceptional national and international career development opportunities.
Kickstart Your Career with DHL – Frontline Customer Service Apprentice
Are you passionate about delivering great customer experiences? Ready to earn while you learn and grow with a global logistics leader? Join us at DHL as a Frontline Customer Service Apprentice – and be at the heart of the action from day one.
About the Role
As a Customer Service Apprentice, you’ll be the friendly voice behind the DHL brand – the first point of contact for our valued customers. Whether it’s helping them book shipments, tracking deliveries, or upselling our premium services, you’ll play a key role in making their experience smooth, professional, and memorable.
You’ll gain hands-on experience in a fast-paced call centre environment while working towards your Customer Service qualification. With expert training, dedicated support, and real responsibility, you’ll be set up for long-term success.
What You’ll Do
- Respond to customer enquiries, offering tailored advice on our products and services
- Maximise booking conversions and promote value-added DHL offerings
- Resolve tracking enquiries quickly and accurately, boosting first-time resolution rates
- Handle objections with professionalism and empathy to restore customer confidence
- Spot and share potential business opportunities with the Sales team
- Accurately input booking data and validate customer information
- Ensure customers are aware of delivery restrictions and additional requirements
- Educate customers on DHL’s digital tools and self-service options
- Provide pricing and delivery quotes, and update bookings as needed
What You’ll Learn
- Outstanding communication and problem-solving skills
- Sales and negotiation techniques
- The inner workings of global logistics and customer service
- Professionalism, teamwork, and time management
- And much more – all while working towards a nationally recognised qualification!
Why Join DHL?
- Work with one of the most respected logistics companies in the world
- Get paid to learn, with full support throughout your apprenticeship
- Build a career with real opportunities for development and progression
- Be part of a supportive, inclusive, and high-performing team
Your Profile – Skill sets and Attributes
- Good communication skills (written and verbal)
- Strong IT skills
- Willingness to learn
- Ability to adapt to change
- Ability to work towards deadlines
- Ability to work independently and as part of a team
- A desire to progress your career within a customer service environment
- Experience of working with MS Word & Excel is extremely desirable
Education/Qualifications
- English & Maths – C or above (preferred)
Our Promise to You
- Full support with your studies including 20% off the job activities
- An excellent pay structure
- Annual leave entitlement pro rata based on contract period
- Work in a rapidly growing industry, with career development
- Internal training programme
- Modern and well-maintained fleet
- Access to some other fantastic optional benefits such as Cycle2Work Scheme, and discounts and savings on thousands of retailers.
What’s Next?
Apply now and upload your CV online. Please note: Due to the nature of our business, we are regulated by the CAA (Civil Aviation Authority), therefore it is compulsory for all applicants once offered employment to provide a full 5 year employment history. Additional to this we are required to carry out a Criminal Record check.
Customer Service Apprentice employer: DHL
Contact Detail:
DHL Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Apprentice
✨Tip Number 1
Familiarise yourself with DHL's services and values. Understanding their commitment to customer service and sustainability will help you align your answers during interviews and show that you're genuinely interested in the company.
✨Tip Number 2
Practice your communication skills, especially in a customer service context. Role-playing common customer scenarios can help you feel more confident when discussing how you'd handle various situations during the interview.
✨Tip Number 3
Research the logistics industry and current trends. Being knowledgeable about the sector will not only impress your interviewers but also demonstrate your enthusiasm for the role and your potential to contribute positively to the team.
✨Tip Number 4
Network with current or former DHL employees if possible. They can provide valuable insights into the company culture and the apprenticeship experience, which can help you tailor your approach and questions during the application process.
We think you need these skills to ace Customer Service Apprentice
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant skills and experiences that align with the Customer Service Apprentice role. Emphasise your communication skills, IT proficiency, and any experience in customer service or teamwork.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your eagerness to learn. Mention specific reasons why you want to join DHL and how you can contribute to their mission of delivering exceptional customer experiences.
Highlight Relevant Qualifications: In your application, clearly state your educational qualifications, especially your English and Maths results. If you have any certifications or training related to customer service, be sure to include those as well.
Show Enthusiasm: Express your enthusiasm for the role and the company in your application. Companies like DHL appreciate candidates who are genuinely excited about the opportunity to grow and develop within their organisation.
How to prepare for a job interview at DHL
✨Show Your Passion for Customer Service
Make sure to express your enthusiasm for delivering great customer experiences. Share any previous experiences where you went above and beyond for a customer, as this will demonstrate your commitment to the role.
✨Prepare for Common Questions
Anticipate questions related to customer service scenarios, such as how you would handle an unhappy customer or how you would upsell a service. Practising your responses can help you feel more confident during the interview.
✨Highlight Your Communication Skills
Since communication is key in this role, be ready to showcase your verbal and written skills. You might want to provide examples of how you've effectively communicated in past roles or situations.
✨Demonstrate Your Willingness to Learn
DHL values individuals who are eager to learn and grow. Be prepared to discuss how you adapt to new challenges and your desire to develop your skills within the customer service environment.