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CSD Program Co-Ordinator - EMA
Ref: req70864


Liaise with central security, EMA Hub security, EMA hub facilities, EMA Hub Health & Safety to ensure Customer Service operates within company guidelines and achieves required company standards.
Manage outcomes and expectations of ECF meetings providing responses and actions where applicable
To oversee the ordering, delivery and distribution of uniform for Customer Service staff
To oversee the ordering, delivery and distribution of stationery and IT consumables for Customer
Service Implementation and monitoring of policies and procedures regarding health and safety, security, and environmental and other legislation and good practice ensuring the company’s legal obligations are met
Support Customer Service in planning and tracking of advisors attendance on CIS courses
To provide support and cover for CSD Project Manager role flexibly when required
Responsible for the content of the Knowledge Management component of the Multi-Channel Tool.
This involves the creating and publishing the content in correct format.
Also, communicating daily issues and action points to Customer Service, keeping them informed of any relevant and necessary information
Responsible for the content and maintenance of NINA IQ, content manager for the Virtual Assistant on the DHL website. This involves creating question and answers, monitoring the success of the tool, and amending and publishing new content, when required
Responsible for facilitating decisions concerning the scope, timing and resources needed to maintain and expand online and digital tools, including the Virtual Assistant
Engage with stakeholders to foster future expansion and strategy, designing the metrics, direction on content and integration opportunities. Manage the pipeline of new capabilities/ enhancements.
Work with other DHL functional representatives as primary contact for content development, content updates, conversation flow design, graphics, videos, and related content update processes.
Review conversations, provide insight into user behaviour and recommend enhancements
To act as business owner and point of escalation, accountable for the analysis and resolution of issues impacting the performance of the virtual assistant and play a key role in testing and refining user process
Respond to requests for updates and data relating to usage of digital tools
To respond flexibly to all requirements and be a team player


To maintain and develop content for all digital and online contact channels
To improve understanding of input and ensure output is relevant and helpful to our customers
Assist in making recommendations and changing management process to support expansion and development of digital tools
To support the preparation of daily, weekly and monthly reporting and slides for board level submission

Key competencies

Strong analytical and interpersonal skills.
Planning and organising skills
A good work ethic and a desire to get the job done.
Passion to provide excellent Customer Service.
Computer literacy, data management and analysis
Self-motivated and proactive
Attention to detail and high standards of delivery.
Right first time philosophy.
Excellent verbal and written communication skills
Strong Team Player
Flexible Approach
Willingness to learn

Expected years of experience

2-3 years’ experience in Contact Centre Environment Awareness of contact centre facilities and associated requirements

Educational qaulifications

A Levels

GSCE Grade C or above in Maths and English

Working hours:

Monday to Friday, 0730 to 2000

Facts and Figures

Division V3, EXPRESS
Business Unit DHL Express UK
Location United Kingdom - UK
Job Type Customer Service
Career Level Support & Administratives
Responsible for
Reports to Sam Collings
Target Hire Date 12/16/2018
Employment Type Temporary Full-Time
Contract Type
Working Hours 37.5
Shift Requirement Mixed
Relocation Offered None
Travel Required
Travel Extent
Work Permit Required Yes

About the company

DHL is present in over 220 countries and territories across the globe, making it the most international company in the world. With a workforce exceeding 285,000 employees, we provide solutions for an almost infinite number of logistics needs.

DHL is part of the world's leading postal and logistics Group, Deutsche Post DHL and encompasses three divisions: DHL Express, DHL Global Forwarding, Freight and DHL Supply Chain.

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