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Customer Service Intern

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DHL Express UK Ltd are looking to recruit a Customer Service Intern on a 12-month fixed-term placement contract commencing September 2024. This is a fantastic opportunity to gain experience within the World’s Most International company and take on real responsibility within an encouraging and supportive business environment. This opportunity will provide you with a great foundation for your future career. Throughout the placement you will receive exposure to the wider customer service teams along with other key business departments, increasing your overall business knowledge and acumen.#

**Main Tasks and Responsibilities**

As part of our commitment to your development, we will be offering a varied and challenging 12 month undergraduate industrial placement. It is a “hands on” role where you will have the opportunity to take on critical business tasks and support with key business projects. The Customer Service Intern is responsible for supporting the Customer Service Development team with departmental projects and initiatives, to maximize effectiveness, efficiency and productivity in the UK Customer Services function. This is a fantastic opportunity to gain varied experience within the customer service department of a leading global company.

Throughout the 12 month placement, tasks may include but will not be limited to:
**Resource Planning**:

- Ensure accurate and up to date records are maintained and reviewed to enhance the forecasting and planning process.
- Investigate continuous improvement opportunities in the planning process and what is delivered to Customer service department.
- Support and work with all members of the Customer Service Development Team to ensure goals are met and seamless service is provided.
- Support Customer Service Management in all aspects of resource optimization
- Compile and distribute resource planning data utilizing tools including PowerBI.

**Digitalisation Initiatives**:

- Identify opportunities for digitalisation within the function to maximize efficiencies and employee engagement.
- Support with the implementation and management of existing initiatives.

**Customer Feedback**:

- Review and analyse Voice of the Customer feedback, identifying trends and opportunities
- Create, distribute and present feedback to Customer Service management teams and other stakeholders
- **Learning and Development**:

- Support Learning and Development team with administration tasks including the preparation of new cohorts induction paperwork
- Preparation of training plans for new employees
- Support the onboarding process for new employees including arrangements of security passes and access requirements
- Ensuring all training records and calendars are maintained accurately

**Project Management**
- Support with the planning and management of projects, as directed by the Head of Customer Service Development
- Monitor and report on progress of projects, initiating corrective action, as appropriate, to ensure that assigned deliverables are produced on time and within budget.
- Support with the implementation and monitoring of policies and procedures regarding health and safety, security, environmental and other legislation, ensuring the company’s legal obligations are met.
- Play an active role in project meetings, proposing and implementing adjustments where appropriate
- Liaise with project team members to ensure agreed workflows remain on schedule
- Develop reports and measurables to monitor cost, progress, quality and impact of projects

**Our promise to you**:
As a placement student at DHL Express UK you will have access to a wide variety of benefits, these will include:

- Opportunity for fast-track entry to DHL Express UK Graduate Programme
- Access to a formal training framework designed to support you in your ongoing career path
- A current graduate mentor throughout your placement duration
- Generous holiday entitlement
- Company pension scheme
- Eligibility for quarterly incentive scheme
- A competitive package of voluntary benefits including retail, entertainment, gym membership discounts, cash dental plans and more
- Access to professional employee assistance, wellbeing programme and qualified mental health first aiders
- Free onsite gym

**Skills, Experience and Educational Background**:

- Recent graduate or currently enrolled in a university degree ideally within a business discipline
- Obtained a minimum of a 2:1 or on track to do so
- Excellent skills in Excel, PPT and word
- Knowledge of Power BI would be beneficial
- Excellent communication and interpersonal skills
- Strong customer service and stakeholder relationship skills
- Good presentation skills
- Excellent analytical skills
- A team player
- A desire to learn
- Must be results oriented, customer focused and have a drive for excellence,
- Must be proactive and adaptable, with a deep concern for accuracy
- Previous experience within a contact centre/customer service capacity is beneficial but not r