Finance Quality Assessor Job at DHL – in Finance Quality Assessor
DHL Express UK is part of the Deutsche Post DHL Group – the world’s most international company. We operate in more than 220 countries and territories worldwide, enabling us to provide exceptional national and international career development opportunities. Within DHL Express’s pursuit to be The Logistics Company of the World we engage in a number of initiatives such as – Go Teach, Go Green and Go Help.
Certified International Specialists
From Operations to Sales, Customer Services and Corporate Functions our mission remains the same, to provide Excellence. Simply Delivered to achieve this our Certified International Specialist programme builds a common culture and provides the specialised knowledge our employees need to do their job competently and confidently.
Our values and culture at DHL Express UK are an extremely important aspect of our business. We embody our culture in three core attributes;
Head: Being Results Orientated & Leveraging Strengths
Heart: Providing Purpose & Having and Creating Trust
Guts: Being Positive about Challenge, Uncertainty and Change & Focussing on Clear Priorities
In addition to ‘Head, Heart and Guts’. We promote an open and honest feedback culture based on Results & Respect, whereby our employees respect one another, embrace diversity and inclusion and drive employee engagement, every day and everywhere whilst never compromising n integrity and compliance.
Do you want to be part of a company that connects millions of people worldwide? Do you have the drive to make a difference? Click Apply Now!
Tasks and Responsibilities
The Finance Quality Service Assessor is a key role within the management of Customer Accounting (CA), the purpose of which is to provide the necessary reporting and action plans to enable optimisation of our business performance and quality measures. To ensure accurate and valuable information is shared with the department via regular Quality Assessments, maximizing the use of GSOPs, Reporting and IT tools to deliver improvements in performance and quality and to ensure achievement of ‘excellence’ in all areas of CA. To deliver continuous improvement by managing and analyzing complex data, identifying root cause and implementing change.
To act as a central point of contact for the relevant areas of the business, regarding issues relating to Customer Accounting Quality and Performance and fully utilising prompt feedback models such as AID (Action, Impact, Do) and effective communication.
Manage Customer Satisfaction & Feedback
Work closely with DHL Express Finance employees, CIS Admin Team and the Learning & Development Team to deliver crucial feedback to support training, quality of services and continuous improvement opportunities
Provide insights into training and coaching with the L&D Team, for new and existing team members
Assist local management in making recommendations and implementing changes to established processes, complying with the company procedures and policies.
Provide ad-hoc data for Senior Management Reports as requested
Duties include, but are not limited to:
Ensuring performance monitoring and corrective actions in place are effective and support continuous improvement via regular Quality Assessments
Assist the L&D Specialists with identifying opportunities for training, coaching and self-development
Communicate with Finance teams and Management to provide timely feedback within an agreed framework
Ensuring proper use of tools by CA teams, and all CA processes are GDPR compliant
Having the knowledge and access to search / retrieve information in CA Information Systems to highlight trends and identify areas of improvement
Identify root causes from analysis and propose corrective actions, identifying and communicating opportunities to demonstrate Best Demonstrated Practices
Implement an action tracker to monitor progress against goals and share monthly updates with CA SMT regarding progress against Performance, Quality and Efficiency objectives
Guarantee the sustainability of CA COE Certification, and embed a culture of ‘Excellence’ within CA Liaising with the audit team to ensure compliance and achievement of COE by ensuring recommendations are implemented and embedded in process and culture.
Organize quarterly Calibration meetings for all areas of CA (FL, BL, Receivables & Support Services, alongside BPO and L&D) to ensure consistency of Quality and Performance
To ensure Quality Assessments are completed and being effectively used by Managers as a tool to ensure quality and consistency, and that all aspects of Quality Management including guidelines, evaluation forms and reporting are being used to assist CA supervisors in meeting quality goals and exceeding previous performance.
To ensure all routes for feedback, including NPA are maximised and feedback is acted upon to ensure improvements in customer ratings and process change is implemented to support ICCC culture
To ensure knowledge management tools such as MyNet, Training Guides, GSOPs and local SOPs etc. are used effectively to promote a culture of learning
Design new tools and user guides where necessary to ensure benefits from investment and process changes are maximised
Provide ad-hoc data for senior management reports and presentations when requested
To ensure all information referenced by agents supports them in providing comprehensive, relevant, good quality and up to date information to our customers through reviewing existing information and approving all new documents
Safety and Security
Adhere to country laws/regulations and company procedures/ standards in regard to Safety and Security.
Adhere to customs / import / export procedures as applicable.
Ensure any potential security breaches or concerns are brought to the attention of supervisor/manager without delay.
There may be a requirement to undertake a Counter Terrorism Check (CTC) in relation to certain duties and procedures.
Our Promise to You – Benefits
Eligibility to participate in performance related bonus schemes
Generous holiday entitlement increasing with years completed service
Company pension scheme with excellent contribution rates
Enhanced maternity pay
Generous company sick pay
A competitive package of voluntary benefits including retail, entertainment, gym membership discounts, cash dental plans and more
Discounted Health Assessments
Access to professional employee assistance, wellbeing programme and qualified mental health first aiders
Excellent training and development opportunities with a strong focus on internal promotion
Your Profile – Skillsets and Attributes
Business / Commercial Acumen
Excellent communication and relationship building skills – Verbal / Written / Listening
Uses appropriate interpersonal styles and methods to inspire and guide individuals toward improved goal achievement
Rigorous, Strong Planning, Organisational skills and ability to use own initiative and work under pressure, prioritizing workload
Logical, Methodical and Proactive approach to Change Management
Ability to make recommendations and own implementation and follow-up
Customer Focused with a strong passion for ICCC and Quality orientation
Good understanding of and ability to organize and analyse data and summarize data trends and indications
Technical knowledge, including Microsoft Office Packages: Word, Excel, PowerPoint and ERP system knowledge
Excellent attention to detail
Ability to make recommendations and own implementation and follow-up
Positive and enthusiastic at all times
Education and Experience
Degree standard or equivalent, including GCSE or Equivalent (Grade 5 or above / A-C Grade) in English and Maths
Minimum 3-5 years DHL experience and knowledge of DHL business, practice, partners and customers
Analytical and project experience.
Understanding of Customer Accounting technology and tools.
Passion for quality and Continuous Improvement.
Apply now and upload your CV online.
If your CV has been shortlisted one of our Recruitment & Talent Advisor’s will contact you within 5-10 days to discuss further details.
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 once offered employment to provide a full 5 year employment history. Additional to this we are required to carry out a Criminal Record check.
Please note: This is currently a FTC/Secondment opportunity, however this position may have the scope to develop into a permanent contract.
About the Company
Company: DHL –
Company Location: Finance Quality Assessor