Customer Service Apprenticeship
- Location: East Midlands Airport, DE74 2TR
- Type: Full-time
- Hours: Flexible shift patterns, Monday - Friday, starting between 08:00am – 11:15am, 8‑hour shifts, latest finish 19:15
- Programme: Customer Service Practitioner – Level 2 Apprenticeship (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, enabling us to provide exceptional national and international career 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 vast majority of contacts between DHL and customers daily. The advisor’s ultimate aim is to log bookings, maximise booking conversion and increase sales of value‑added services while tracking customers’ shipments.
As an apprentice you will support the function outlined above while attending workshops and learning interventions to complete your apprenticeship programme within the required timeframe.
Responsibilities
- Respond to customers’ enquiries, providing information for products and services prior to shipping to ensure the most appropriate DHL offering is provided in line with DHL procedures, and promote the benefits of the brand to secure the booking at initial point of contact.
- Promote up‑sell / cross‑sell opportunities in line with the DHL Product Portfolio.
- Improve the First Time Resolution rate for incoming tracking contacts from customers to minimise the opening of unnecessary trace files.
- Handle customer objections in a professional manner to rebuild the customer’s faith in DHL and avoid escalation to claims or complaints.
- Identify sales opportunities for long‑term business acquisition and pass to Sales.
- Capture booking data in a methodical manner, validating information provided.
- Ensure service checks are completed and customers are advised accordingly of any restrictions or additional information requirements.
- Inform the customer of DHL services, including promotion of automated tools.
- Provide price / transit quotations to customers and amend booking details per customer’s request.
Apprenticeship Overview
The Customer Service Practitioner Apprenticeship is designed to teach you to consistently deliver the highest standard of customer service possible. You will be trained in the essential skills, knowledge and behaviours needed to excel in your role. The apprenticeship is delivered through a blended approach of 80% on‑the‑job learning and 20% off‑the‑job learning (inclusive of 1‑2‑1s, Team Meetings & Performance Dialogues).
Learning Modules
- 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 toward 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
Qualifications / Education
- GCSE English and Mathematics at grade A–C or grade 4 and above (or equivalent).
Requirements
- Applicants must have the full right to work in the UK and have been resident in the UK for a minimum of three years.
- As of January 2027 – the role will be full time in the office.
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
As well as a competitive hourly rate, you have access to optional benefits such as the 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. Additionally, a criminal record check is required.
Privacy Notice
DHL International (UK) Ltd acts as a “Data Controller” and, in line with the General Data Protection Regulation (GDPR), we take data protection very seriously and understand the importance of protecting your privacy and Personal Information. We collect and use your Personal Information in accordance with our Privacy Policy, which will be supplied to you as part of our recruitment process.
