Customer Services Clerks
Position: Customer Services Clerk x4
Contract Type: Permanent (Full-Time)
Shift Patterns: Days, 12 hour shifts of 4 on 4 off
Closing Date for Applications: 22nd January 2018
For the role of Customer Services Clerk you will be responsible for ensuring day to day delivery of high quality customer service solutions across the network. Resolution of concerns and issues regarding deliveries, supporting c 1,600 stores across the network. Support the claims process for stores across the network
Ensure that customer service levels are met and exceeded through the delivery of customer service KPI's
Key Responsibilities in this role will include;
Investigating and solving customer problems, which may be complex and may have been passed on by customer's own Customer Service Agents.
Handling customer complaints or any major incidents, such as security issues and escalate when needed.
Supporting the resolution of customer claims, including requests for refunds or compensation to customers, ensuring the best possible Customer Experience.
Ensure detailed communication in respect of all failed or problem deliveries.
Deal with customer complaints at point of delivery to ensure the best possible outcomes.
Review and improve on service processes to ensure a seamless experience for all customers.
Support process implementation to measure customer satisfaction and improve services.
Ability to engage and communicate at all levels.
Support a culture of continuous improvement through improvement suggestions and challenging of processes
Supports projects as when required
Communicate information regarding claims and monitor as required
Supports training and induction of new colleagues as required
Key skills and experience in this role will include:
Experience of retail Customer Service operation advantageous
Previous customer services or call centre experience advantageous
GCSE / A Level equivalent
What will you get in return?
As a part of a growing DHL population you will receive access to a variety of our excellent benefits which could include; 25 days holiday, pension scheme, medical cover, childcare vouchers, retail discounts, flexible working, training, development and secondments opportunities and MANY MORE.
What you'll need to do next?
If you have a proven track record of achievement to match the requirements for this role and you are looking for your next career move, simply apply online ensuring that a full up to date CV is attached with your application.
We will ensure that all our resourcing activities are fair, transparent and consistent across the UK. We want to ensure that the candidate experience is of the highest professional standard.
The Company is committed to providing equality of opportunity for all employees. Furthermore we aim to ensure our workplaces are free from discrimination and that not only employees but also our potential future employees are treated fairly and with dignity and respect. We will ensure that equality of opportunity maintains a high profile in our organisation.
Facts and FiguresDivisionV7, SUPPLY CHAINEmployment TypePermanent Full-TimeBusiness UnitDHL Supply Chain UKContract TypePermanent (Full-Time)LocationManchesterWorking HoursJob TypeCustomer ServiceShift RequirementDay time onlyCareer LevelSupport & AdministrativesRelocation OfferedNoneResponsible forTravel RequiredBelow 25%Reports toCustomer Services Team ManagerTravel ExtentWithin regionTarget Hire Date21/01/2018Work Permit RequiredYes
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