Customer Relations Advisor

Overview

Position: Customer Relations Advisor
Contract Type: Permanent / Full-time
Location: Ryton on Dunsmore, Coventry (Hybrid working)

Salary: £27297.91

Why choose DHL eCommerce UK?

Want to work for one of the UK’s best workplaces? We are proud to announce that DHL eCommerce UK has been recognised as a Best Workplace 2025 and achieved Top Employer accreditation for the 5th year running. As well as competitive pay rates, you will be entitled to a range of benefits including discount vouchers for restaurants, cinemas, retail outlets, healthcare and much more as well as pension, enhanced family leave, childcare discounts, employee assistance programme and much more!

About the role

To manage enquiries and complaints to conclusion at a consistently high standard, making decisions to an agreed level that will assist with early resolution. The role is key in maintaining customer loyalty to the brand, preventing loss of business, and working across all areas of the business to establish root cause which will assist with continuous improvements, processes and performance.

Key Responsibilities

• Promote a customer focused approach within DHL
• Manage customers expectations.
• Support escalations from the outsource provider.
• Organise and prioritise complaint investigations whilst achieving KPI’s and standards of the role.
• Handle complex issues and objectives.
• Identify and document root cause information and contribute to the identification of improvement opportunities.
• Proactively communicate with customers and colleagues in order to resolve customer complaints in a timely manner in order to improve customer satisfaction levels and restore faith in DHL
• Liaise with the relevant functions in order to look at ways we can improve our processes and performance to prevent future reoccurrences.
• Manage the complaint investigation, gathering all available information related to the shipment’s transit to its final destination in line with the Claims and Complaint Handling guide.
• Record all real time data on each Complaint file.
• Where applicable, ensure that the details of completed complaints are passed to Claims personnel for settlement.
• Liaise with the Customer Relations Team Leader to agree and document root cause and potential improvement areas – for feedback to the business.
• Where the complaint has been received by a senior member of the business, ensure that they are updated.

The ideal candidate will have

• Planning and organisation skills with the ability to multi task whilst working under pressure.
• Excellent customer focus and attention to detail
• Excellent communication skills.
• Highly flexible approach with a keen eye for detail.
• Exceptional problem solving skills.
• Ability to work in a fast paced environment with tight deadlines.

What about career development?

We take every employee’s career seriously and believe in realising their full potential. We have dedicated learning and development programmes that are open to every employee and an open working culture where everyone’s voice is heard, so you can shape your future career path at DHL eCommerce UK.

What will you need to do next?

If you meet the requirements for this role and are looking for your next career move, submit your application to us along with an up-to-date CV

Our approach to Diversity and Inclusion

As a global company, we see the diversity of our employees as a genuine strength. A strength that we will only really leverage if we ensure that our employees sincerely feel that they can bring their true selves to work every day.

We’re committed to attracting the best possible person for every vacancy irrespective of age, gender, ethnicity, disability, sexual orientation, gender identity, socio-economic background, religion and/or belief. We will ensure that all our resourcing activities are fair, transparent, and consistent across the UK.