DHL Parcel UK is looking for new customer service practitioners


Do you want to start a rewarding, new career with a well-known company? We have a great opportunity for you to earn, learn and achieve with the DHL Parcel UK.

About the apprenticeship

Delivery company DHL Parcel UK is looking for new customer service practitioners to join their friendly, exciting, and fast-paced team. For this role, you will be required to build successful relationships with customers and help them to resolve any issues they might have.

Hours and salary

Hours – 40 hours per week

Salary: £19,989

After completing this apprenticeship, you will have developed an understanding of DHL Parcel UK services, products, and all relevant operating systems. You will also be able to create and deliver ideas to improve customer experience and team performance.

Duties and responsibilities

Your responsibilities will include:

  • Promoting a customer focused approach within DHL Parcel UK
  • Remaining positive and enthusiastic during every customer contact
  • Updating all key information in the systems clearly and concisely, ensuring customers are updated regularly with progress on their query
  • Ensuring communication is in a timely and professional manner and the query resolved to the customers satisfaction
  • Implementing the department escalation process when needed
  • Working 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
  • Completing customer and site-specific reports in a timely and accurate manner as required
  • Promoting self-service and alternative products to new and existing customers
  • Attending regular meetings/briefs held by the customer service management team
  • Contributing ideas to change and improve the customer experience and the performance of the team
  • Attending regular performance reviews and participate in personal development activities and discussions
  • Be flexible, as directed by your line manager, to cover other customer service activities within the team when required
  • Demonstrating a positive and proactive attitude

Is this course right for you?

This is an entry-level programme to help you develop the knowledge, skills, and behaviours to be a successful customer service professional. You’ll be in a role handling frontline enquiries, using a variety of communication methods to manage and support your customers across a wide range of situations, including face-to-face, telephone, written communication, and social media.

It’s an ideal apprenticeship for anyone who is starting in customer service or has just started a customer service practitioner role.

You’ll be supported by an expert team throughout the apprenticeship with a programme designed by leading customer service specialists so that you gain a quality learning experience by the sector and for the sector.

Promotional opportunities include: customer service team leader, digital comms manager, national accounts & digital manager, or cs-key accounts manager.

What you’ll learn

Throughout the apprenticeship, you’ll develop a range of new knowledge, skills, and behaviours; designed to help you create, handle and influence your customer’s experience. All of the learning is focused on helping you to be a successful customer service adviser, gathering feedback, and providing appropriate solutions.

Learning topics include:

  • Customer experience
  • Dealing with difficult situations
  • Regulations and Legislations
  • Understanding targets and goals
  • Teamwork
  • Personal organisation
  • Communication skills

How you’ll learn

Teaching and learning for the customer service practitioner qualification will be delivered through sessions by our expert staff at Realise. These could be a face to face or remote depending on your needs and business requirements and can be on a 1-2-1 basis or in groups

Our blended learning programme includes:

  • 1-2-1 support with a dedicated training and development officer
  • Access to a range of self-study resources including webinars
  • remote support
  • Quarterly progress reviews (with the employer, apprentice, and trainer)
  • Ongoing information, advice, and guidance
  • Endpoint assessment preparation, including regular progress checks, support, and gateway readiness checks so that you’re ready for the end assessment (observation, discussion, and showcase of what you’ve learnt)
  • Support from English/Maths Tutors if required

Written by