Customer Service Apprentice

Be among the first 25 applicants (posted 2 days ago).

Location: East Midlands Airport, DE74 2TR.

Employment Type: Full‑time, 18‑month fixed‑term apprenticeship contract.

Shift Pattern: Flexible, 8‑hour shifts starting between 08:00‑11:00 Monday‑Friday, finishing latest by 19:00.

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, providing business development opportunities. Within DHL Express’s pursuit to be The Logistics Company of the World we engage in initiatives such as Go Teach, Go Green and Go Help.

About The Role

Our East Midlands call centre is looking for a Frontline Customer Service Apprentice. The Frontline Customer Service department handles the majority of contacts between DHL and customers. As an apprentice you’ll support this function while attending workshops and learning interventions to complete your apprenticeship within the required timeframe.

Responsibilities

• Respond to customer enquiries, providing information for products and services prior to shipping, ensuring the most appropriate DHL offering is delivered in line with procedures and promoting the brand to secure initial bookings.
• Promote up‑ and cross‑selling opportunities in line with the DHL product portfolio.
• Improve the First Time Resolution rate for incoming tracking contacts, minimising unnecessary trace files.
• Handle customer objections professionally to restore confidence in DHL and avoid escalation to claims or complaints.
• Identify sales opportunities for long‑term business acquisition and forward them to Sales.
• Capture booking data methodically, validating information provided.
• Ensure service checks are completed and advise customers of any restrictions or additional information requirements.
• Inform customers about DHL services, including promotion of automated tools.
• Provide price and transit quotations and amend booking details as per customer requests.

Apprenticeship Overview

The Customer Service Practitioner Apprenticeship trains you to consistently deliver the highest standard of customer service. Training is a blended approach: 80% on‑the‑job learning and 20% off‑the‑job learning.

Learning modules include:

• Customer experience
• Dealing with difficult situations
• Regulations and legislations
• Understanding targets and goals
• Teamwork and communication skills
• Personal organisation

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
• Desire to progress your career within a customer service environment
• Experience with MS Word & Excel (highly desirable)

Qualifications / Education

• GCSE English and Mathematics at grade A–C or grade 4 and above (or equivalent).

Requirements

• Full right to work in the UK and have resided in the UK for a minimum of three years.

Our Promise to You

• Full support with 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 opportunities.
• Internal training programme.
• Modern and well‑maintained fleet.

In addition, you’ll have access to optional benefits such as Cycle2Work Scheme and discounts with thousands of retailers.

What’s Next?

• Apply now and upload your CV online.
• Please note: due to our regulatory environment with the Civil Aviation Authority (CAA), a full 5‑year employment history and a criminal record check are compulsory for all offered positions.

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