Customer Service Apprentice

Summary

The Customer Service department is responsible for handling the vast majority of contacts between DHL and customers on a daily basis. The main role purpose is logging customer’s bookings, maximising the booking conversion and increasing sales of value-added services within the product offering and tracking customer’s shipments.

Wage

£25,018.50 a year

Training course

Customer service practitioner (level 2)

Hours

Flexible shift patterns starting between 08:00am - 11:15am Monday - Friday (8-hour shifts) Latest shift finishing at 7:15pm. Exact working hours TBC.

37 hours 30 minutes a week

Start date

Monday 7 September 2026

Duration

1 year 6 months

Positions available

12

Work

Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.

What you'll do at work

• Respond to customers’ enquiries providing information for products and services prior to shipping, to ensure the most appropriate DHL offering is provided in line with DHL procedures
• Promoting the benefits of the brand to secure the booking at initial point of contact
• Promote up/cross selling opportunities, in line with DHL Product Portfolio
• Improve the First Time Resolution rate for incoming tracking contacts from customers to minimise the opening of unnecessary trace files
• Handle customers objections in a professional manner to reinstall the customer’s faith in DHL and avoid escalation to claims/complaints
• Identify sales opportunities for long term business acquisition and pass to Sales
• Capture booking data in methodical manner-validating information provided
• Ensure service checks are completed and customer advised accordingly of any restrictions or additional information requirements
• Inform the customer of DHL services, including promotion of automated tools
• Provide price/transit quotations for customers and amend booking details as per customer’s request

Where you'll work

Cargo West
East Midlands Airport, Castle Donington
Derby
DE74 2TR

Training

Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.

Training provider

REALISE LEARNING AND EMPLOYMENT LIMITED

Training course

Customer service practitioner (level 2)

What you'll learn

• Use a range of questioning skills, including listening and responding in a way that builds rapport, determines customer needs and expectations and achieves positive engagement and delivery.
• Depending on your job role and work environment: Use appropriate verbal and non-verbal communication skills, along with summarising language during face-to-face communications; and/or
• Depending on your job role and work environment: Use appropriate communication skills, along with reinforcement techniques (to confirm understanding) during non-facing customer interactions.
• Depending on your job role and work environment: Use an appropriate ‘tone of voice’ in all communications, including written and digital, that reflect the organisation’s brand.
• Provide clear explanations and offer options in order to help customers make choices that are mutually beneficial to both the customer and your organisation.
• Be able to organise yourself, prioritise your own workload/activity and work to meet deadlines.
• Demonstrate patience and calmness.
• Show you understand the customer’s point of view.
• Use appropriate sign-posting or resolution to meet your customers needs and manage expectations.
• Maintain informative communication during service recovery.

Training schedule

Customer Service Practitioner Level 2.

You will be trained in the essential skills, knowledge and behaviours you need to excel in your role. This apprenticeship is delivered through a blended approach of 80% on-the-job learning and 20% off-the-job learning (inclusive of 1-2-1s, Team Meetings & Performance Dialogues).

Requirements

Desirable qualifications

GCSE in:

• English (grade 4 or Above)
• Maths (grade 4 or Above)

Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.

Skills

• Communication skills
• Attention to detail
• Customer care skills
• Team working
• Initiative
• Patience

Other requirements

• Passing a Disclosure and Barring Service (DBS) check
• Relevant RTW in the UK
• Must have lived in the UK for 3 years or more