Operations Agent

Operations Agent

Location: Newport, NP10 9DQ

Contract: Permanent

Shift: 12:00 - 21:00 with a 60 minute break.

At DHL Express, people are at the centre of everything we do. We're looking for a proactive and customer-focused Operations Agent to join our team and help deliver the world-class service our customers expect.

As the face of the Service Centre, you'll be the first point of contact for customers, visitors, and colleagues, providing exceptional service and support while ensuring the smooth day-to-day running of operational and administrative activities. This is a fast-paced and varied role where no two days are the same. You'll need excellent communication skills, strong attention to detail, and the ability to stay calm under pressure while finding solutions that put the customer first.

• Acting as the first point of contact for internal and external customers
• Handling customer enquiries professionally, both face-to-face and over the phone
• Managing Service Centre reception duties when required
• Providing operational and administrative support to ensure smooth Service Centre operations
• Responding to customer and shipment-related queries in line with company standards
• Managing problem shipments and arranging solutions in accordance with operational procedures
• Using a range of systems and applications to complete daily tasks accurately and efficiently
• Supporting colleagues to maintain high levels of service delivery and customer satisfaction
• Ensuring compliance with all company policies, procedures, safety, and security requirements

We're seeking someone who enjoys working with people, solving problems, and delivering excellent service in a fast-moving environment.

• Excellent written and verbal communication skills
• Strong customer service and interpersonal skills
• Good IT skills and confidence using multiple systems
• Strong organisational and administrative abilities
• Self-motivated with sound judgement and decision-making skills
• Ability to build effective working relationships across teams
• Strong attention to detail and ability to prioritise workload
• A positive, flexible, and proactive approach to work

• GCSE Maths and English
• Previous administrative experience (preferred)
• Experience with in logistics, transport, or express delivery operations (preferred)
• Operational processing experience would be advantageous

At DHL Express, we recognise and reward the contribution our people make every day. Our benefits include:

• Competitive salary
• Performance-related bonus opportunities
• Generous holiday entitlement that increases with length of service
• Company pension scheme with excellent employer contributions
• Life assurance
• Enhanced maternity pay
• Generous company sick pay
• Retail, leisure, and gym membership discounts
• Cash dental plans and additional voluntary benefits
• Discounted health assessments
• Employee Assistance Programme and wellbeing support
• Ongoing training and development opportunities
• Strong focus on internal career progression and promotion

As the world's leading logistics company, we're passionate about connecting people and improving lives. Whether you're supporting customers, working with operational teams, or helping keep our Service Centre running efficiently, you'll play an important role in delivering the exceptional service DHL is known for worldwide.

If you're looking for a rewarding role where customer service, teamwork, and operational excellence come together, we'd love to hear from you.

We are committed to equal opportunity and reject any forms of discrimination. The basis for employee selection at DHL Group is qualification, performance, skills and experience.

DHL International (UK) Ltd acts as a "Data Controller" and, in line with our responsibilities under the General Data Protection Regulations (GDPR), we take data protection very seriously. We collect and use your Personal Information in accordance with our Privacy Policy, which will be supplied as part of the recruitment process.