Position:Customer Support
Location:DHL CBS office Staines - Office based
Standard Operating hours: M-F 9:00am – 5:30pm
Why choose DHL Cross-Border Solutions UK?
We are proud to say that DHL Cross-Border Solutions UK has achieved Top Employer accreditation for the 3rd year running. We offer competitive pay rates and a range of benefits including discount vouchers for restaurants, cinemas and retail outlets, saving you money on your everyday essentials. Along with pension, enhanced family leave, childcare discounts, employee assistance programme and much more!
About the role:
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.
* 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
The ideal candidate will have:
• 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.
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 atDHL Cross Border Solutions.
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.
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