Service Quality Reporting and Systems Specialist

Location: DHL Aviation, East Midlands Airport

Contract type: Permanent

Hours: Monday to Friday, 08:00 – 16:30 (40 hours per week, flexibility required)

Department: Programmes, Performance & Quality

Grade: LP

Kick start your career with the #1 Best Workplace in Europe

At DHL, our people are our superpower. As the most international company in the world, we connect over 220 countries with a team of 500,000+ colleagues, delivering time-critical parcels across the globe. DHL Aviation UK forms part of DHL Express, playing a key role in keeping our network moving. We’re proud to create an inclusive, diverse workplace where everyone can thrive.

Why You’ll Love Working With Us

You’ll get amazing benefits while building your future:

• Competitive salary + shift allowance
• Annual bonus (up to 5%)
• Free onsite parking
• Pension (up to 6% company contribution)
• My DHL Rewards – discounts at 3,000+ retailers
• Private medical (after 12 months)
• Spark – wellbeing support
• Cycle to Work Scheme
• Enhanced Maternity Pay
• CIS Induction Week

About The Role

As our Service Quality Reporting & Systems Specialist, you’ll lead the development and enhancement of reporting tools, dashboards, and digital solutions that support data-driven decision-making across our UK network. Working closely with operational and senior stakeholders, you’ll turn complex data into clear, actionable insights, identify performance trends and improvement opportunities, and champion automation and digitalisation initiatives that improve efficiency and service quality. As the subject matter expert for Service Quality reporting and systems, you’ll ensure data accuracy, governance, and best practice standards while helping to deliver outstanding operational performance and customer experience.

What You’ll Be Doing

• Develop and lead Service Quality reporting, dashboards, and systems across the UK network.
• Turn complex operational data into clear insights that drive performance and customer service improvements.
• Create and enhance business-critical tools that provide visibility of trends, risks, and opportunities.
• Deliver high-quality reporting and analysis to support strategic and operational decision-making.
• Champion data integrity, reporting governance, and best practice across the Service Quality function.
• Lead automation and digitalisation projects that improve efficiency and reduce manual processes.
• Serve as the go-to expert for Service Quality data, reporting, and systems.
• Drive continuous improvement through innovative reporting solutions and actionable performance insights.

What You’ll Bring

• A-Level qualification (or equivalent experience) with a strong analytical and problem-solving mindset.
• Advanced Microsoft Excel skills, including Power Query, Power Pivot, and complex formulas, with the ability to transform data into meaningful business insights.
• Strong experience using Power BI or similar business intelligence and data visualisation platforms to create impactful dashboards and reporting solutions.
• Proficiency across the Microsoft Office Suite, with the ability to communicate data and insights effectively to a range of stakeholders.
• Proven experience in data analysis, performance reporting, and dashboard development within an operational, service quality, business intelligence, or systems-focused environment.
• At least 3 years' experience delivering reporting, systems, business intelligence, or service quality solutions that support operational performance and decision-making.
• Demonstrable experience designing, developing, and maintaining performance dashboards and operational reporting tools.
• Self-motivated and proactive, with the initiative to identify opportunities and deliver improvements.
• Able to work independently, manage competing priorities, and deliver high-quality outputs to deadlines.
• Excellent organisational and time management skills, with strong attention to detail and accuracy.
• Confident stakeholder engagement skills, with the ability to influence and build credibility at all levels of the organisation.
• A collaborative approach, with the drive to support operational excellence and customer-focused outcomes.

Closing Date: 21st September 2026

Our Recruitment Process

We aim to make your recruitment journey smooth, transparent, and engaging. Our process often includes competency-based interviews, so be ready to share your achievements and experiences. We encourage you to ask questions along the way - recruitment is a two-way process, and we want to make sure DHL is right for you too.

Have a question? Contact our team here: HGUKTalent@dhl.com

Important Information

Due to the nature of our business and CAA regulations, all candidates must provide a full 5-year employment history, and a Criminal Record Check will be carried out as part of the recruitment process.