Senior Customer Service Advisor

DHL Parcel UK is one the UK’s leading integrated parcel businesses. As part of the Deutsche Post DHL Group, we have an extensive delivery network which covers the UK and over 220 countries. We are committed to pushing the boundaries of the express parcel delivery markets and aim to be the first choice for customers.

Excellence. Simply Delivered. That is what we do.

We are currently recruiting for a Senior Customer Service Advisor based at our site in Milton Keynes, Monday – Friday, on an 8-hour shift between the hours of 07:00 - 19:00, £24,515.57 annual salary.

Our team are responsible for delivering excellent customer service on all contacts through case management. Taking ownership for the investigation and displaying our four attributes, 'Can do', 'Passion', 'As One' and 'Right First Time'.

Key responsibilities:

• Complete daily quality checks to ensure Customer Service Advisors update all key information in the systems clearly and concisely, ensuring customers are updated regularly with progress on their query.
• To assist the Customer Service Team Leader in providing front line support, coaching and development with Customer Service Advisors.
• To ensure all communication with customers is in a professional and timely manner and resolved to the customer’s satisfaction using the appropriate channels.
• Support all new starters during induction period.
• Managing corporate customer queries from start to finish, taking ownership and being responsible for resolution of the issue.
• Develop a full understanding of DHL Parcel UK services and products and all relevant DHL Parcel UK operating systems.
• Promote self-service and alternative products to new and existing customers.
• Attend regular meetings/briefs held by the Customer Service Centre Management team. Contribute ideas to change and improve the customer experience and the performance of the team.
• Handle first level call escalations from Customer Service Advisors.
• Work consistently to the highest standards to achieve or exceed both individual and team Quality Targets, Key Performance Indicators and Service Level Agreements in line with department objectives.
• Provide timely feedback to Customer Service Advisors to drive improvements in quality to support the quality monitoring process.
• To lead by example and display a positive and pro-active attitude, Be timely, efficient and professional in all aspects of your role.

Skills & Experience required:

• Planning and organisation skills with the ability to multitask whilst working under pressure
• Customer focus and attention to detail
• Excellent communication and listening skills
• Experience in handling escalations and finding a resolution

Perks & Benefits

• 25 days Holiday Entitlement
• Hybrid Working
• Enhanced over time rates
• Holiday Purchase Scheme
• Refer a Friend Scheme
• Recognition Scheme: Employee of the Month, Employee of the Quarter, Employee of the Year, Exceptionals, CEO Can Do Award
• Parcel Perks
• Aviva Wellbeing App
• Aviva Digital GP 24/7
• Cycle to Work Scheme
• Discounted bus travel scheme

About Us:

DHL Parcel UK accredited Top Employer 2023 for the third year running along with being certified as a Great Place to Work.

Our attributes are the lifeblood of everything we do. We are looking for people to join us, who have a ‘Passion’ to deliver with a happy heart, energy and commitment. We want our people to work ‘As One’ team across all areas of the business with a ‘Can Do’ mind-set and commitment to deliver ‘Right 1st Time’ for all of our customers.

As well as offering competitive salaries at all levels and in every area of the business, we also offer hybrid working and a comprehensive benefits package designed to help you make more of your money, safeguard your future and enhance your health and well-being.