Operations Agent

We are currently looking for an Operations Agent that acts as the face of the Service Centre at our Exeter Site EX5 2GB.

You will be responsible for providing excellent customer service both internally and externally.As an Operations Agent you are responsible for ensuring that the day to day customer facing activities within the service centre are completed to the required standards. You will be required to ensure that all internal and external visitors to the Service Centre are handled in the appropriate manner and act as Service Centre Receptionist at times.

The Operations Agent you will be measured upon customer satisfaction. This role is diverse requiring a high level of attention todetail and exceptional problem solving skills. You must be an excellent communicator and team player with the ability to build up effective relationships in order to deliver great service quality and enhance our customer experience. You remain calm under pressure and go the extra mile to resolve any problems which may arise.

Shift Available:

Monday to Friday: 3:00pm to 7:00pm
Hourly Rate: £12:25 per hour

Shift Premium: Extra £2.65 per hour after 7:00pm
Saturday Premium: Extra £1.15 per hour
Sunday Premium: Extra £2.15 per hour

This is temp-to-perm position

Benefits:

• Statuary holiday entitlement, pro rata
• Ongoing support from your dedicated consultant
• Weekly pay and pension scheme
• Access to 24 hour Employee Assistance Programme
• Temp-to-perm position,pending performance

• Provide administrative and operational tasks, necessary to ensure the correct functioning of the Service Centre
• Answer all calls to the Service Centre
• Respond to all queries in accordance with company standards (GSOP)
• Deal with all internal and external customers visiting the Service Centre in a professional manner.
• Manage day to day workload and seek support when required
• Represent in a professional and efficient manner in order to increase customer satisfaction
• Responding to Problem Pieces and ensure redistribution is arranged in accordance with global standards
• Use computer systems with numerous applications to ensure work completed in accordance with company requirements
• Plan and prepare working practices ensuring maximum efficiency
• Adhere to legislation including Health and Safety, Working Time Directive regulations etc
• Expected to comply with DHL standard uniform and ID passes should be worn at all times.
• Adhere to all company procedures
• Act as Service Centre receptionist when necessary
• Perform any other reasonable duties as required
• Safety and security: adhere to country laws and regulations, company and third party rules and standards
• All employees engaged in activity on behalf of DHL International (UK) Ltd are to comply with all applicable security procedures
• All employees are to bring any potential security breaches or concerns to the attention of their supervisors Customer/Stakeholder
• To act as the first point of contact for all internal and external customers contacting the service centre
• Communicate with colleagues ensuring that service delivery levels are consistently high

• Excellent written and verbal communications skills
• Good interpersonal skills
• Strong IT skills
• Operational process knowledge
• Knowledge and understanding of Dangerous Goods (preferred)
• Good at establishing working relationships and developing personal contacts
• Strong personal influencing and consultative skills
• Good analytical and commercial awareness
• Self-motivated with good judgment and decision making qualities
• Strong Negotiation skills
• GCSE Maths/English
• Experience in Administrative experience (preferred)
• Experience/knowledge of the express logistic field (preferred)
• 2-3 years Operational processing experience (preferred)
• Security training will be given when required