Helpdesk Operative

Role Overview

This permanent, full-time position is based in Stafford (ST18 9AR) within DHL Supply Chain's Home Delivery operations. The Helpdesk Operative is responsible for supporting delivery crews, customer service teams, and customers by efficiently managing delivery inquiries, directions, and updating orders. The role involves working a flexible, rotational early and late shift pattern, with shifts typically starting between 6:00am and 7:00am and finishing as late as 6:00pm; occasionally, shifts may run from 1:00pm to 9:00pm.

Key Responsibilities

• Handle inbound calls from Home Delivery Crews and Customer Services teams.
• Make outbound calls to customers to provide delivery updates and resolve issues.
• Utilize relevant systems and resources to assist crews in completing deliveries successfully.
• Accurately update customer orders following company protocols and policies.
• Manage daily call center systems to maintain high service levels and meet KPI targets.
• Establish and maintain strong working relationships with operational teams, ensuring excellent customer service at all times.

Candidate Profile

• Proven experience in customer service with robust telephone communication skills.
• Strong administrative and organizational capabilities, with proficiency in Microsoft Office applications.
• A proactive problem solver comfortable working in fast-paced operational environments.
• A collaborative team member who thrives under tight deadlines and fosters positive business relationships.
• Flexible to work varying shifts including weekends and adaptable to evolving customer demands.

Benefits

• Complimentary parking facilities.
• 33 days of annual leave.
• Participation in a generous pension scheme with an 8% employer contribution and 4% employee contribution.
• Access to free, confidential 24/7 GP consultations.
• Hundreds of discounts on retail and lifestyle products.
• Availability of affordable loans, savings schemes, and complimentary mortgage advice.

Company Information

DHL Supply Chain is the world's leader in supply chain management, with a workforce of 188,000 employees spanning more than 50 countries. The company serves diverse sectors including retail, automotive, and healthcare by combining expert teams to deliver exceptional customer service.

Diversity and Inclusion

DHL is committed to fostering an inclusive workplace where every individual's talents and experiences are valued. The company supports ex-service personnel through the Armed Forces Covenant and actively assists veterans in securing employment opportunities.

Recruitment Process Information

Interviews are expected during the week starting 7th September. Late applications may not be considered immediately but can be added to the talent pool with consent. Applications are reviewed continuously and may close early if a high volume is reached. Early submission is highly recommended to ensure consideration.