Customer Service Level 3 Apprenticeship

Summary

Our Customer Level 3 Programme is all about developing the skills required to become a subject matter expert. From day one, you'll take on real responsibility with a supportive culture that helps you develop your skill set, whilst building on your stakeholder management skills.

Annual wage: £21,000 a year
Minimum wage rates (opens in new tab)
Training course: Customer service specialist (level 3)
Hours: Monday - Friday, shifts to be confirmed.
40 hours a week
Possible start date: Thursday 4 September
Duration: 1 year 6 months
Positions available: 1

Work

As an apprentice, you’ll work at a company and get hands-on experience. You’ll gain new skills and work alongside experienced staff.

What you’ll do at work

Logistics is more than getting the product from A to B. At DHL Supply Chain we combine management and value-added services with our customised, integrated logistics solutions which drives resilience, efficiency, improves quality and creates competitive advantage.

Our Customer Services Team collaborates closely with the Operational Team to ensure our customers get the best experience. From the point of order to final delivery

What the programme looks like:

Organise and deliver customer service
Understand the customer service environment: Use technology and software to produce documentation, such as spreadsheets and presentation packages to communicate information.
Interpret organisational strategy and communicate how this impacts others
Understand customers and customer retention
Managing Personal and Professional Development
Resolve customers' problems and improve performance

Where you’ll work

DHL Supply Chain

Hams Hall Distribution centre

Edison Road

Birmingham

B46 1DA

Training

An apprenticeship includes regular training with a college or other training organisation. At least 20% of your working hours will be spent training or studying.

College or training organisation

SR APPRENTICESHIPS LIMITED

Your training course

Customer service specialist (level 3)

Equal to A level

Course contents

Business focused service delivery: Demonstrate a continuous improvement and future focussed approach to customer service delivery including decision making and providing recommendations or advice
Business focused service delivery: Resolve complex issues by being able to choose from and successfully apply a wide range of approaches
Business focused service delivery: Find solutions that meet your organisations needs as well as the customer requirements
Providing a positive customer experience: Through advanced questioning, listening and summarising negotiate mutually beneficial outcomes
Providing a positive customer experience: Manage challenging and complicated situations within your level of authority and make recommendations to enable and deliver change to service or strategy
Providing a positive customer experience: Use clear explanations, provide options and solutions to influence and help customers make choices and agree next steps
Providing a positive customer experience: Explore and interpret the customer experience to inform and influence achieving a positive result for customer satisfaction
Providing a positive customer experience: Demonstrate a cost conscious mind-set when meeting customer and the business needs
Providing a positive customer experience: Identifying where highs and lows of the customer journey produce a range of emotions in the customer
Providing a positive customer experience: Use written and verbal communication to simplify and provide complex information in a way that supports positive customer outcome in the relevant format
Working with customers/customer insights: Proactively gather customer feedback, through a variety of methods. Critically analyse, and evaluate the meaning, implication and facts and act upon it
Working with customers/customer insights: Analyse your customer types, to identify or anticipate their potential needs and expectations when providing your service
Customer Service performance: Maintain a positive relationship even when you are unable to deliver the customer’s expected outcome
Customer Service performance: When managing referrals or escalations take into account historical interactions and challenges to determine next steps
Service Improvement: Analyse the end to end service experience, seeking input from others where required, supporting development of solutions
Service Improvement: Make recommendations based on your findings to enable improvement
Service Improvement: Make recommendations and implement where possible, changes in line with new and relevant legislation, regulations and industry best practice

Your training plan

As part of the Customer Experience Level 3 Apprenticeship, they will complete the learning online through SR Apprenticeships and on-site learning at their dedicated DHL Supply Chain site

Requirements

Essential qualifications

GCSE in:

English (grade Grade C and above/4-9)
Maths (grade Grade C and above/4-9)

Let the company know about other relevant qualifications and industry experience you have. They can adjust the apprenticeship to reflect what you already know.

Skills

Communication skills
Attention to detail
Organisation skills
Customer care skills
Problem solving skills
Administrative skills
Number skills
Logical
Team working

Other requirements

Assessment centre on 26th March 2025

About this company

Founded in 1969, DHL is the world's leading logistics company. Our 395,000 people in over 220 countries and territories work every day to help our customers cross borders, reach new markets and grow their businesses. DHL Supply Chain, part of the DHL Group, is the world's leading logistics provider and by joining DHL Supply Chain, you are joining a company that offers limitless opportunities to grow

https://careers.dhl.com/global/en/dsc-apprentices-uk (opens in new tab)

Company benefits

As part of a growing DHL population, you'll receive access to a variety of excellent benefits including 25 days holiday, pension scheme, medical cover, childcare vouchers, retail discounts, mental health support, and private GP services.

After this apprenticeship

We want Apprentices to build their careers, with the option to complete a further Apprenticeship after completing the Customer Service Apprenticeship Level 3
Apprentices can contribute their ideas to influence the success of our business and be a part of an organisation that makes an impact on society as well as on the world of logistics. After your programme you will transition into the Alumni community to continue the growth of your career

Ask a question

The contact for this apprenticeship is:

SR APPRENTICESHIPS LIMITED

emergingtalent@dhl.com

The reference code for this apprenticeship is VAC1000292658.

Apply now

Closes on Friday 21 February

When you apply, you’ll be asked to sign in with a GOV.UK One Login. You can create one at the same time as applying for this apprenticeship.

After signing in, you’ll apply for this apprenticeship on the company's website.

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