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Delivery Station Liaison Agent
Delivery Station Liaison Agent – Amazon UK Services Ltd.
Amazon’s Delivery Station Liaison Agents ensure seamless delivery experiences, resolving missed deliveries and customer inquiries while maintaining the robustness of our logistics operations. Your ability to problem-solve quickly and implement solutions keeps Amazon’s last-mile delivery running smoothly.
About the Role
Even the best-functioning processes need resilience for unexpected circumstances. As a Delivery Station Liaison Agent, you’ll directly support customers by addressing missed deliveries, rescheduling requests, and delivery issues, collaborating with Amazon’s logistics and delivery partners to ensure parcels reach our customers on time.
You’ll play a vital role in handling queries, maintaining accurate records, and driving continuous improvement within Amazon’s delivery systems.
Key Responsibilities
- Place outbound calls to customers to assess and resolve delivery issues.
- Investigate and resolve delivery problems, liaising with Amazon logistics teams and third-party delivery partners when necessary.
- Maintain accurate records of daily, weekly, and monthly progress for customer queries.
- Adhere to Standard Operating Procedures (SOPs), ensuring customer data security at all times.
- Assist with internal communications, including presenting updates and contributing to organisational improvement initiatives.
- Facilitate same-day redelivery when required and investigate cases where drivers cannot locate addresses.
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A Day in the Life
You’ll be based at an Amazon last-mile delivery warehouse, working closely with:
- Delivery station teams
- Warehouse associates
- Third-party delivery partners
- Customers experiencing delivery challenges
Your responsibility is to quickly resolve issues, whether organizing rescheduled deliveries, helping customers with alternative options, or ensuring failed deliveries are retried efficiently.
Daily operations occur within these shift patterns:
- Option 1: Wednesday–Saturday, 10:00 AM – 8:45 PM
- Option 2: Sunday–Wednesday, 10:00 AM – 8:45 PM
⚠️ Role Note: This is a time-limited position until mid-July 2027.
About the Team
The Delivery Service Liaison (DSL) team focuses on resolving last-mile delivery challenges, ensuring parcels reach customers even after initial delivery failures. Our global team specializes in:
- Facilitating same-day redelivery for missed attempts
- Investigating address access issues where drivers face difficulties
- Maintaining close collaboration with Amazon’s delivery teams and third-party partners.
DSL agents combine customer service expertise with in-depth operational logistics knowledge. Some team members also support regional or country-wide initiatives to further optimize delivery performance.
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Basic Qualifications
- Strong phrasal communication in English (CEFR level B2/C1).
- Needs-metting and problem-solving experience, particularly in handling customer queries via phone and email.
- Admin support experience involving teamwork with both internal and external stakeholders.
- Hands-on experience in resolving day-to-day issues, whether customer-related or procedural.
Preferred Qualifications
While not mandatory, the following traits will strengthen your application:
- Experience communicating with senior team members effectively.
- Professionalism in fast-paced, high-volume environments.
Amazon’s Commitment to Diversity & Inclusion
Amazon is an equal opportunity employer. We believe diversity fuels innovation, and you’ll be assessed solely on your skills, experience, and passion to contribute to our mission.
- Bridging Access: If you have a disability requiring workplace adjustments (accommodations during application, interviewing, or onboarding), visit Amazon’s accommodation page for guidance. If your country is not listed, contact your Recruiting Partner.
Company
Amazon UK Services Ltd. | Job ID: A10409741
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