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- Tasks: Deliver top-notch customer service and manage queries with a positive attitude.
- Company: Join DHL eCommerce UK, a leading parcel business with a global reach.
- Benefits: Enjoy 25 days holiday, hybrid working, and perks like discounted travel and wellness apps.
- Why this job: Be part of a supportive team culture that values passion and collaboration.
- Qualifications: Strong communication skills and a customer-focused mindset are essential.
- Other info: DHL is a Top Employer 2024, offering competitive salaries and a great work environment.
The predicted salary is between 21000 - 30000 £ per year.
DHL eCommerce UK is one of 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 £25,251.04 per annum on a 12 month FTC.
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.
- Planning and organisation skills with the ability to multitask whilst working under pressure.
- Customer focus and attention to detail.
- Excellent communication and listening skills.
- 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.
Senior Customer Services Advisor employer: DHL eCommerce UK
Contact Detail:
DHL eCommerce UK Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Customer Services Advisor
✨Tip Number 1
Familiarise yourself with DHL eCommerce UK's services and products. Understanding their offerings will not only help you in interviews but also demonstrate your genuine interest in the role.
✨Tip Number 2
Showcase your customer service experience by preparing specific examples of how you've handled escalated queries or difficult customers in the past. This will highlight your problem-solving skills and ability to manage pressure.
✨Tip Number 3
Emphasise your teamwork abilities during discussions. DHL values a collaborative spirit, so be ready to share instances where you've worked effectively as part of a team to achieve a common goal.
✨Tip Number 4
Prepare thoughtful questions about the company culture and the Customer Service Centre's goals. This shows that you're not just interested in the job, but also in contributing positively to the team environment.
We think you need these skills to ace Senior Customer Services Advisor
Some tips for your application 🫡
Understand the Role: Before applying, make sure to thoroughly read the job description for the Senior Customer Services Advisor position. Understand the key responsibilities and required skills, such as customer focus and excellent communication.
Tailor Your CV: Customise your CV to highlight relevant experience and skills that align with the role. Emphasise your customer service experience, planning and organisation skills, and any achievements that demonstrate your ability to work under pressure.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your understanding of DHL eCommerce UK’s values. Mention how you embody their attributes like 'Can Do', 'Passion', and 'As One'.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail, which is crucial for a customer service role.
How to prepare for a job interview at DHL eCommerce UK
✨Understand DHL's Values
Before your interview, make sure you understand DHL eCommerce UK's core values: 'Can Do', 'Passion', 'As One', and 'Right First Time'. Be prepared to discuss how you embody these attributes in your previous roles.
✨Showcase Your Customer Service Skills
Prepare examples from your past experiences that demonstrate your ability to handle customer queries effectively. Highlight situations where you took ownership of an issue and resolved it to the customer's satisfaction.
✨Demonstrate Multitasking Abilities
Since the role requires planning and organisation skills while working under pressure, be ready to share instances where you successfully managed multiple tasks simultaneously. This will show your potential employer that you can thrive in a fast-paced environment.
✨Ask Insightful Questions
At the end of the interview, ask questions that reflect your interest in the role and the company. Inquire about team dynamics, opportunities for professional development, or how they measure success in customer service. This shows your enthusiasm and commitment to the position.
