Operations Agent
Contract: Permanent
Location: Reading Service Centre, Reading. RG2 0RP
Shift Pattern: Mon – Fri: 10:00 – 19:00
Be the Face of DHL and Deliver an Outstanding Customer Experience
We are offering an exciting opportunity for a motivated and customer-focused individual to join DHL Express as an Operations Agent within our Service Centre operation.
As one of the first points of contact for customers and visitors, you will play an important role in delivering an excellent customer experience while supporting the smooth day-to-day running of the Service Centre. From resolving frontline queries and supporting operational processes to welcoming visitors and providing administrative support, this is a varied role where no two days are the same.
This is a fantastic opportunity for someone who enjoys working with people, thrives in a fast-paced environment and can remain calm and professional while finding practical solutions for customers and colleagues.
What You'll Be Doing
Delivering Excellent Customer Service
- Act as a first point of contact for internal and external customers contacting or visiting the Service Centre.
- Respond professionally to customer queries and provide a consistently high standard of service.
- Answer incoming calls promptly and professionally, helping customers and colleagues resolve queries efficiently.
- Act as Service Centre receptionist when required, ensuring all visitors are welcomed and managed appropriately.
- Represent DHL professionally and positively in every customer interaction.
Supporting Service Centre Operations
- Complete administrative and operational tasks that support the effective running of the Service Centre.
- Manage daily workloads effectively, prioritising tasks to meet customer and operational deadlines.
- Respond to Problem Pieces and arrange redistribution in line with global standards.
- Use multiple computer systems and applications accurately to complete operational activities.
- Plan and organise working practices to support efficient service delivery.
Driving Performance & Continuous Improvement
- Work towards individual and team KPIs, maintaining a strong focus on customer satisfaction and service quality.
- Identify opportunities and share ideas that could improve working practices and customer experience.
- Adapt positively to changes in processes, systems and operational requirements.
- Work collaboratively with colleagues to ensure consistently high levels of service delivery.
Maintaining Safety, Security & Compliance
- Follow all DHL Health & Safety, security and operational procedures.
- Adhere to applicable customs, import and export procedures.
- Identify and promptly escape any potential safety or security concerns.
- Maintain professional standards, including DHL uniform and identification requirements.
- Be prepared to undertake a Counter Terrorism Check (CTC) where required for specific duties.
Who We're Looking For
A Customer-Focused & Proactive Team Player
You are someone who:
- Takes pride in delivering excellent customer service, both face-to-face and over the phone.
- Communicates confidently and professionally with customers, colleagues and stakeholders.
- Remains calm under pressure and takes ownership of resolving problems.
- Can balance competing priorities and work effectively to deadlines.
- Is flexible and adaptable when processes, systems or business requirements change.
- Builds strong working relationships and enjoys contributing to a team environment.
- Demonstrates DHL's CIS attributes of Can Do, Passion, Speed and Right First Time .
Skills & Experience
- Excellent written and verbal communication skills.
- Strong interpersonal skills and the ability to build effective working relationships.
- Good IT skills and confidence working across multiple systems and applications.
- Good analytical, influencing and decision-making capability.
- Administrative experience is preferred.
- Experience or knowledge of the express logistics industry would be advantageous.
- Previous operational processing experience is beneficial, with 2 to 3 years identified as ideal in the role profile.
- Knowledge and understanding of Dangerous Goods is preferred.
- GCSE Maths and English, or equivalent.
What This Opportunity Offers You
- A varied role at the heart of a fast-paced DHL Service Centre.
- The opportunity to build experience across customer service, administration and operational processes.
- Excellent training and development opportunities with a strong focus on internal career progression.
- Competitive salary and eligibility to participate in performance-related bonus schemes.
- Generous holiday entitlement and company pension contributions.
- Life Assurance, enhanced maternity pay and company sick pay.
- Access to wellbeing support and a range of voluntary benefits, including discounts across retail, entertainment and gym memberships.
Interested in Applying?
If you're customer-focused, proactive and ready to play an important role in delivering an outstanding experience for our customers, we'd love to hear from you.
Whether you're an existing DHL colleague looking for your next internal opportunity or considering joining DHL from outside the business, this is a great opportunity to develop your experience within a fast-paced operational environment.
Equal Opportunity
We are committed to equal opportunity and reject all forms of discrimination. The basis for employee selection at DHL Group is qualification, performance, skills and experience.
Privacy Notice
DHL International (UK) Ltd acts as a "Data Controller" and, in line with our responsibilities under the General Data Protection Regulations (GDPR), we take data protection very seriously. We collect and use your Personal Information in accordance with our Privacy Policy, which will be supplied as part of the recruitment process.
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