Job Description

To manage enquiries and complaints to conclusion at a consistently high standard, making decisions to an agreed level that will assist with early resolution. The role is key in maintaining customer loyalty to the brand, preventing loss of business, and working across all areas of the business to establish route cause which will assist with continuous improvements, processes and performance.

The main responsibilities for this role are:

• Have a good understanding of all DHL Parcel UK services, products and systems.
• Promote a customer focused approach within DHL Parcel UK.
• Manage customers’ expectations.
• Support escalations from the outsource provider.
• Organize and priorities complaint investigations whilst achieving KPI’s and standards of the role.
• Handle complex issues and objectives.
• Identify and document root cause information and contribute to the identification of improvement opportunities.
• Remain positive, enthusiastic and professional at all times.
• Proactively communicate with customers and colleagues in order to resolve customer complaints in a timely manner in order to improve customer satisfaction levels and restore faith in DHL Parcel UK services.
• Liaise with the relevant functions in order to look at ways we can improve our processes and performance to prevent future reoccurrences.
• Manage the complaint investigation, gathering all available information related to the shipment’s transit to its final destination in line with the Claims and Complaint Handling guide.
• Record all real time data on each Complaint file.
• Where applicable, ensure that the details of completed complaints are passed to Claims personnel for settlement.
• Liaise with the Customer Relations Team Leader to agree and document root cause and potential improvement areas - for feedback to the business.
• Where the complaint has been received by a senior member of the business, ensure that they are updated on the outcome as well as the customer by separate note.
• Ability to communicate clearly, in the relevant format, at all levels in DHL Parcel UK, DHL Express, DHL Group, and to all customers.

Required Knowledge, Skills, and Abilities

Planning and organization skills with the ability to multi task whilst working under pressure. Excellent customer focus and attention to detail. Experience in dealing with angry customers. Excellent communication skills. Highly flexible approach with a keen eye for detail. Exceptional problem solving skills. Ability to work in a fast paced environment with tight deadlines.