DHL eCommerce UK is one the UK’s leading integrated parcel businesses. As part of the DHL Group, we have an extensive delivery network which covers the UK and over 220 countries. We are committed to pushing the boundaries of the express parcel delivery markets and aim to be the first choice for customers.

EXCELLENCE. SIMPLY DELIVERED. THAT IS WHAT WE DO.

We are currently recruiting for a 9 month fixed-term maternity cover Customer Service Advisor based at our site in Norwich, Monday - Friday, on a 09.00-17.30. Salary is £24,310 per annum.
Our team are responsible for delivering excellent customer service on all contacts through case management. Taking ownership for the investigation and displaying our four attributes, ‘Can do’, ‘Passion’, ‘As One’ and ‘Right First Time’.
Key

RESPONSIBILITIes:

• To ensure all communication with customers is in a professional and timely manner and resolved to the customer’s satisfaction using the appropriate channels.
• Managing corporate customer queries from start to finish, taking ownership and being responsible for resolution of the issue.
• Develop a full understanding of DHL eCommerce UK services and products and all relevant DHL eCommerce UK operating systems.
• Promote self-service and alternative products to new and existing customers.
• Attend regular meetings/briefs held by the Customer Service Manager. Contribute ideas to change and improve the customer experience and the performance of the team.

SKILLS & EXPERIENCE REQUIRED:

• Planning and organisation skills with the ability to multitask whilst working under pressure.
• Customer focus and attention to detail.
• Excellent communication and listening skills

ABOUT US:

DHL eCommerce UK accredited Top Employer 2025 for the fourth year running along with being certified as a Great Place to Work.
Our attributes are the lifeblood of everything we do. We are looking for people to join us, who have a ‘Passion’ to deliver with a happy heart, energy and commitment. We want our people to work ‘As One’ team across all areas of the business with a ‘Can Do’ mind-set and commitment to deliver ‘Right 1st Time’ for all of our customers.
As well as offering competitive salaries at all levels and in every area of the business, we also offer comprehensive benefits package designed to help you make more of your money, safeguard your future and enhance your health and well-being.

• To ensure all communication with customers is in a professional and timely manner and resolved to the customer’s satisfaction using the appropriate channels.
• Managing corporate customer queries from start to finish, taking ownership and being responsible for resolution of the issue.
• Develop a full understanding of DHL eCommerce UK services and products and all relevant DHL eCommerce UK operating systems.
• Promote self-service and alternative products to new and existing customers.
• Attend regular meetings/briefs held by the Customer Service Manager. Contribute ideas to change and improve the customer experience and the performance of the team