Claims Apprentice

Company Overview

Join us on our journey as we aim to be the UK’s most sustainable delivery company, whilst ensuring our customers continue to receive a world class service.

You will be in a busy and fast paced business, with a turnover of nearly £2 billion, that can offer you great benefits and plenty of opportunities to progress your career.

DPD is passionate about creating an environment that is open, ethical, inclusive and socially responsible.

Along with job security, the tools to do the job and a competitive salary, you’ll receive fantastic benefits starting on day one, including never working on your birthday ever again!!!

DPD is a Valuable 500 company and a Disability Confident Employer.

Job Description

We are currently recruiting a Claims Apprentice to strengthen our awesome Credit Management & Claims team based in Bristol.

We are looking for an individual who demonstrates great attention to detail and has a background of fast-paced process administration-based roles.

To administer the processing of customer claims for lost and damaged parcels, subsequently issuing financial settlements where applicable and appropriately communicating to customers when not.

Manage customer interactions via telephone and email, ensuring our customers’ expectations are always appropriately met.

The Claims Apprentice will work alongside their wider team whilst completing a Level 3 Business Administration apprenticeship.

• Key Tasks/Areas of responsibility
• Validate new claim requests against clearly defined policies and issue claims forms to our customers where appropriate.
• Validate completed customer claim forms against clearly defined policies to establish if DPD are liable for loss and damage in transit, issuing settlement or rejecting where appropriate.
• Manage inbound calls and emails relating to all of the above areas, ensuring customers’ expectations are always appropriately met.
• Ensure all tasks are completed within agreed timescales, ensuring all defined quality standards are met.
• Complete adhoc tasks in relation to the above when appropriate.
• Apprenticeship Qualification

Completion of a Level 3 Business Admin qualification.

• Key Measures of Performance
• Compliance with training and qualification schedule.
• Productivity.
• Attendance record.
• Training reports.
• Assigned mentor report.
• Ensure 99.8% of receipts are allocated within the period received.
• All data imported to systems within agreed timescales.
• All Direct Debit mandates actioned within 24 hours of receipt.
• Minimum Qualifications and Experience

Apprentices must have achieved a pass at GCSE/Level 2 in Maths and English before they can complete their final exams.

• What we’re looking for
• Familiar with Google Workspace (GMail/GSheet) or Microsoft Office package (Word and Excel primarily).
• Independently motivated, with the ability to take on tasks and duties without immediate direction.
• High attention to detail to produce accurate and quality work.
• You will be polite and professional at all times and have a willingness to go the ‘extra mile’ to exceed expectations.
• Ability to work as a team player and on your initiative.
• Excellent communication skills, with a confident telephone manner and the ability to build rapport with both internal and external customers.
• Can welcome and adapt to change, within a forward-thinking business.
• Demonstrate the core DPD DNA values of Passion, Respect, Honesty, Flexibility, Caring and Accountability.
• Rates of Pay

Apprentices at DPD are paid above the national standard apprenticeship pay.

• Special Conditions
• Study leave.
• Opportunity to work in a clean, health and safety conscious environment.
• Funded Training to develop your skills.
• The opportunity to progress your career within the business.
• Further training to develop wider skills.
• Access to My Benefits and DPD rewards programme.
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