Frontline Agent

Frontline Agent

Contract: 12month Fixed Term Contract 

Location: Southern Hub, Colnbrook, SL3 0BB

Join Our Finance Team as a Frontline Agent

Are you passionate about delivering outstanding customer service and resolving queries with confidence and professionalism? Do you enjoy working in a fast-paced environment where no two days are the same? If so, we have an exciting opportunity for you to join our Customer Accounting – Frontline Queries team as a Frontline Agent .

About the Role

As a Frontline Agent, you will be the first point of contact for customers contacting us via telephone, email and post regarding billing and debt-related enquiries. You will play a key role in delivering a high standard of customer service by resolving issues efficiently, professionally and accurately, while building positive relationships with customers and internal stakeholders.

Working closely with teams across Customer Services, Sales, Operations, IT and Customer Accounting, you'll ensure customer enquiries are managed within agreed service levels and that every interaction reflects DHL's commitment to being knowledgeable, polite and helpful.

What You'll Be Doing

• Managing customer billing and debt-related enquiries and escalations.
• Providing exceptional customer service through telephone, email and written correspondence.
• Striving for First Time Resolution wherever possible.
• Logging and maintaining accurate records of customer interactions.
• Liaising with internal departments to investigate and resolve customer queries.
• Promoting customer self-service tools and solutions.
• Supporting the training and development of colleagues where required.
• Supporting continuous improvement initiatives to enhance quality, productivity and customer experience.
• Meeting agreed SLAs, KPIs and performance standards.

What We're Looking For

• Excellent verbal, written and listening communication skills.
• Strong customer service focus and a positive, professional approach.
• Attention to detail and excellent organisational skills.
• Good decision-making and problem-solving abilities.
• Confidence working under pressure and prioritising workloads.
• Strong Microsoft Office skills, particularly Word and Excel.
• A collaborative team-player mindset.
• A continuous improvement mentality and desire to learn and develop.
• Previous call centre or customer service experience (Desired).  

Why Join DHL Express?

You'll have access to a competitive rewards and benefits package, including:

• Competitive salary.
• Performance-related bonus opportunities.
• Generous holiday entitlement that increases with service.
• Excellent company pension contribution rates.
• Life Assurance.
• Enhanced maternity pay.
• Generous company sick pay.
• Retail, entertainment and gym membership discounts.
• Cash dental plans and additional voluntary benefits.
• Discounted health assessments.
• Employee Assistance Programme and wellbeing support.
• Excellent training, development and internal career progression opportunities.

Our Commitment

We are committed to equal opportunity and reject any 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.