Zero Defects Senior Agent

Hours: 06:00 - 15:00 Tuesday - Saturday Location: DHL Aviation at London Heathrow Airport Grade: N Department: Process (Zero Defects) DHL is the most international company in the world with a global network in over 220 countries and territories across the globe, and a workforce exceeding 500,000 employees serving 2.8 million customers worldwide. We pride ourselves on our inclusive and diverse workforce, as demonstrated through our initiatives such as DHL4All. As DHL continues to grow, we've an excellent variety of employee benefits available! These include:

• Competitive salary, including unsociable hours shift allowance
• Annual bonus up to 5% (depending on company performance)
• Free onsite parking
• My DHL Rewards (discount, saving, cash back at over 3000 retailers)
• Pension Scheme with up to 6% company contribution
• DHL Share Purchase Plan (after 3 months)
• Private Medical Scheme (after 12 months)
• Access to Occupational Health
• Enhanced Maternity pay (after 12 months)
• Cycle to Work scheme
• CIS Induction - a week's all expenses paid induction to our Company Values!
• HealthyMinds - Employee Assistance Programme
Key responsibilities:
• Drive the Safety First mind-set, identifying and reporting safety concerns immediately.
• Performing additional project and tasks from Management/Supervisors' request
• Daily walk-throughs and internal audits to identify areas of non-compliance.
• Become an expert in Global SOP processes and procedures, lead by example and help drive cultural change within LHR's operation.
• Act as internal consultant to management and supervisors on best practice in line with Global SOP.
• Offer advice and assistance in resolving compliance gaps and non-conformity.
• Check pointing of all non-stackable NCY.
• Analyse data and generate performance reports.
• Act autonomously and diligently to drive improvement.
• Complete accurate daily shift handover
• Monitor ops support email and conduct warehouse searches as required.
• Action tracing enquiries received from operations Management/Supervisors in a timely manner, whilst providing high quality communications to all stakeholders.
• Conduct ops support duties e.g. monitor high value cage/ops support shelves, process embargo/restricted commodities, offnets, GEMA, exception shipments, etc.
• Handle ad-hoc issues positively and effectively. Communicate and escalate when required
• Conduct detailed investigation (include conduct warehouse searches) and report on operational issues to Ops management.
• Maintain internal and external audit schedules and report on same.
• Training in Sort control and have flexibility to cover when required usually during unforeseen absences
• Assist with operational duties as required to support other departments within Process e.g. ACS, Ops Support , Bond/FSC, Sort Control and NCC.
• Assist in aircraft loading / unloading when required
• Attend any training/workshops required for the role.
• Provide on job training to colleagues
• Provide holiday cover for supervisory positions as required.
• Actively participate in daily PDs and give feedback to Supervisor to facilitate continuous improvement.
• Actively promote Health and Safety by completing and logging H&S conversations and near misses
• Ensuring compliance with new projects or initiatives
• All employees are responsible for their own health, safety, and wellbeing, and for the health & safety of their colleagues who may be affected by their actions or failure to take action.
• You are expected to report all accidents, near misses and hazards in the workplace.
• All employees are responsible for the health and safety of themselves and also those affected by their activities.
• You must conduct yourself in an orderly manner within the workplace, ensuring that correct uniform and PPE is worn when required.
You'll bring to this role:
• Good knowledge of Global SOP, AHS, ACA, RAFI, DHL Tracing Tools (e.g. SHERLOC).
• A safety first attitude.
• 5S, GEMBA, First Choice preferable.
• Good Microsoft Office skills required.
• Excellent communication skills, with good written and spoken English.
• Knowledge of DHL Network desirable.
• Able to work well under pressure.
Able to understand and tailor communications according to audience. Applications:To apply for the position, please submit your CV detailing your full and complete 5 year history including employment, education and any gaps of unemployment longer than 28 days. Please note, if you are an internal applicant you are required to let your manager/supervisor know that you are applying for a new position. Closing date: 12th November 2024 Our recruitment process at DHL Aviation From a candidate who has identified an exciting opportunity to join us and make a real difference, to becoming an established team member connecting people and improving lives, we want to ensure your journey is as smooth and enjoyable as possible. We ask competency-based interview questions to keep our recruitment processes fair and consistent, so please be ready to share your experiences and achievements with us! We also understand recruitment is a two-way process, so we'd ask that you share any feedback and ask questions along the way to ensure we are the right fit for you. Next steps: Once you have applied for a role, an email confirmation will be sent to you to let you know we have received your application. A member of our HR Recruitment team will then be in touch with the outcome of your application, which may include a short pre-screening conversation. If you have any queries regarding the recruitment process or for more information on our roles, please contact us via dhlcareers@dhl.com Please note: Due to the nature of our business we are regulated by the CAA (Civil Aviation Authority), therefore it is compulsory for all applicants to provide a full 5 year employment history. In addition to this, we are required to carry out a Criminal Record check.


• Good knowledge of Global SOP, AHS, ACA, RAFI, DHL Tracing Tools (e.g. SHERLOC).
• A safety first attitude.
• 5S, GEMBA, First Choice preferable.
• Good Microsoft Office skills required.
• Excellent communication skills, with good written and spoken English.
• Knowledge of DHL Network desirable.
• Able to work well under pressure.
Able to understand and tailor communications according to audience.

DHL is the most international company in the world with a global network in over 220 countries and territories across the globe, and a workforce exceeding 500,000 employees serving 2.8 million customers worldwide. We pride ourselves on our inclusive and diverse workforce, as demonstrated through our initiatives such as DHL4All.

As DHL continues to grow, we've an excellent variety of employee benefits available! These include:
• Competitive salary, including unsociable hours shift allowance
• Annual bonus up to 5% (depending on company performance)
• Free onsite parking
• My DHL Rewards (discount, saving, cash back at over 3000 retailers)
• Pension Scheme with up to 6% company contribution
• DHL Share Purchase Plan (after 3 months)
• Private Medical Scheme (after 12 months)
• Access to Occupational Health
• Enhanced Maternity pay (after 12 months)
• Cycle to Work scheme
• CIS Induction - a week's all expenses paid induction to our Company Values!
• HealthyMinds - Employee Assistance Programme