Role Overview
This role is with DHL Cross-Border Solutions UK, part of the global DHL eCommerce Division. Customer Support plays a critical part in ensuring service excellence across DHL Cross Border Solutions UK. The role is customer facing and responsible for managing claims, investigating queries ensuring adherence to service level agreements. It also supports internal operations through KPI reporting, data analysis and cross-functional collaboration to improve service and processes.
Key Responsibilities
* Deliver outstanding customer support and be the first point of contact across phone, email, and other platforms, ensuring all interactions are professional and timely.
* Handle Track and Trace queries using various internal and external platform.
* Effectively resolving customer complaints and customer issues and ensuring positive customer experience.
* Manage the end to end claims processes from receipt through resolution, liaising with internal teams and customers to ensure accurate, fair outcomes.
* Generate accurate and timely daily, weekly, and monthly KPI reports for internal and external stakeholders.
* Perform data collection, validation, and analysis to identify trends and support continuous improvement efforts.
* Maintain and update Excel-based reports, dashboards, and trackers as needed.
* Collaborate with internal departments (e.g., operations, logistics, finance, IT, billing support) to resolve customer issues and improve workflows.
* Ensure full adherence to SLAs, standard operating procedures (SOPs), and compliance requirements.
* Participate in cross-training within the team and engage with other departments to extend knowledge and support business flexibility.
* Perform general administrative tasks such as routine data entry, document management, and updating operational manuals.
* Represent DHL Cross Border Solutions UK in a professional and courteous manner, including occasional customer meetings or rare travel abroad (e.g., to Germany).
* Ensures that all interactions are compliant with DPDHL Code of Conduct and other compliance requirements e.g. anti-corruption
* Contribute to the First Choice continuous improvement program
Skills and Experience
* Experience using Salesforce or a similar CRM platform.
* Strong customer service skills – Able to communicate effectively both verbally and in writing, with a professional and approachable manner.
* Excellent time management – Able to prioritise tasks independently and manage workload effectively under pressure.
* High attention to detail – Delivers accurate work even when working to tight deadlines.
* Microsoft Office expertise - Proficient in Outlook and working knowledge of PowerPoint and Word.
* Ability to multitask efficiently in a fast-paced environment.
* Advanced Excel proficiency – Confident using spreadsheets, including formulas, data analysis, and reporting tools.
* Professional communication – Comfortable dealing with internal and external stakeholders, including in challenging or high-pressure situations.
* Team-oriented mindset – Works well within a support team and can also take ownership of individual responsibilities with minimal or no supervision.
* Previous customer service experience – Background in a call centre or customer-facing role is advantageous.
Education Level
* Secondary education is required.
* Degree-level education is desirable but not essential.
Qualifications
* Relevant vocational or administrative qualifications (e.g. NVQ, BTEC, or equivalent) are desirable.
* Any formal admin or customer service training/certification would be beneficial.
Experience Level
* Minimum of 2 years’ experience in a comparable customer support or administrative role.
* Ideally, 1+ year of experience in the logistics industry or a similar fast-paced environment.
Benefits
* A competitive salary
* Generous holiday entitlement
* Pension scheme which includes life assurance
* Access to professional employee assistance and wellbeing programme
* A competitive package of voluntary benefits including retail, entertainment, gym membership, cycle to work scheme, contribution to eye care costs, and many more discounts
* Training and Development opportunities with a strong focus on internal promotion
HOURS/SHIFT PATTERN
37.5 hours per week
REPORTS TO
Customer Support Manager
What’s Next?
If you would like to be considered for this position, then please apply via our careers website with a copy of your CV outlining your experience to date and suitability for the role.
EEO Statement
We are committed to creating a workplace that ensures mutual respect and is focused on results. We hire talented people from all backgrounds – irrespective of gender, disability, nationality, ethnicity, social background, religion and beliefs, age or sexual orientation and identity. Diversity enriches our workplace, drives our success, and helps us deliver excellence.
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