Operation Agent (16)
We are currently looking for an Operations Agent who acts as the face of the Service Centre at our Bristol Site BS32 0BF, 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 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.
As the Operations Agent you will be measured upon customer satisfaction, as the first point of contact at the Service Centre for frontline queries you will operate in a customer-focused manner at all times, ensuring that the standards of the company are upheld. This role is diverse requiring a high level of attention to
detail and exceptional problem-solving skills. You must be an excellent communicator and team player with the ability to build 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: 3:30pm to 7:30pm and this position is a temp to perm position
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
Specific Role Challenges (key focus areas/challenges expected for post holder)
The Ops Agents are responsible for providing excellent customer service and care, regardless of the situation for both internal and external customers; face-to-face and over the phone. A key challenge will be to remain calm and professional and ensure you provide the best possible customer service no matter the behaviour of the customer, you will also be required to work under time pressures to ensure that your workload is completed on time to ensure that customers’ needs are met and that they are satisfied. Your workload will differ day to day and you will be expected to communicate and seek support when required.
As an Operations Agent, a key focus area will be the key performance indicators which will be set by your manager. You will play a key role in ensuring that you are meeting your KPI targets, the challenge will be improving and maintaining your goals and coming up with new ideas and suggestions to ensure these are met, As the business grows and changes, Ops Agents will need to be flexible and adaptable. Various changes in processes and tools will happen and it is vital you are able to take an open approach to this.
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.
Adhere to customs / import / export procedures.
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
Displays the CIS attributes of can do, passion, speed and right first time
Education/Qualifications
GCSE Maths/English
Experience in Administrative experience (preferred)
Experience/knowledge of the express logistic field (preferred)
2-3 years Operational processing experience (prefferred)
Security trainning will be given when required
- Statuary holiday entitlement, pro rata
- Ongoing support from your dedicated consultant
- Weekly pay and pension scheme
- Temp to perm, pending performance
- Access to 24-hour Employee Assistance Programme
G R Employment Limited is committed to being an equal opportunity employer
All employment decisions at G R Employment Limited are based on business needs, job requirements and individual qualifications, without regard to age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex or sexual orientation. G R Employment Limited will not tolerate discrimination or harassment based on any of these characteristics.
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