Operations Agent

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 escalate any potential safety or security concerns.


* Maintain professional standards, including DHL uniform and identification requirements.


* Be prepared to undertake a Counter Terrorism Check (C...