Amazon
Delivery Station Liaison Agent Overview
| Company Name | Amazon |
| Job Role | Delivery Station Liaison Agent |
| Qualifications | Not Specified |
| Category | IT Jobs |
| Job Type | Full Time |
| Location | Rest of UK |
This role sits at the centre of Amazonâs last-mile delivery operation and focuses on helping customers when deliveries do not go as planned. The position is designed for someone who can respond quickly, investigate issues, and coordinate practical solutions so that missed or problematic deliveries are resolved efficiently and customers receive a strong service experience.
You will be based at a last-mile delivery warehouse and will work closely with warehouse colleagues, delivery partners, logistics teams, and customers. The job combines customer service, administration, and operational problem-solving, with a strong emphasis on keeping delivery issues moving toward resolution and maintaining clear records of progress.
What you will do
- Contact customers by phone to follow up on delivery issues and help move cases toward resolution.
- Investigate delivery problems and work with Amazon logistics teams and external delivery partners when coordination is needed.
- Keep organised records on a daily, weekly, and monthly basis showing the status and progress of customer queries.
- Work according to standard operating procedures and make sure customer information is handled securely.
- Support internal communication activities, which may include presenting information and contributing to improvement work and engagement initiatives.
- Act as a day-to-day contact point at a delivery station, helping warehouse and delivery colleagues when guidance is needed.
- Help arrange solutions such as redelivery or other follow-up actions when a parcel has not reached the customer as expected.
- Respond quickly when delivery exceptions arise so that customers do not need to contact Amazon repeatedly to get help.
- Use your understanding of local delivery routes, warehouses, and supply-chain processes to support smooth operations and good customer outcomes.
Working pattern
The role is onsite at one of Amazonâs last-mile delivery warehouses. The working schedule is either Wednesday to Saturday from 10:00 AM to 8:45 PM, or Sunday to Wednesday from 10:00 AM to 8:45 PM.
About the team
You will join Amazonâs Delivery Service Liaison team, also referred to as DSL. This team supports customers with last-mile deliveries and focuses on getting parcels to customers when there has been an error, a failed delivery, or another delivery-related issue.
The team handles tasks such as arranging same-day redelivery and investigating situations where a driver cannot locate an address. Members of the team are based in last-mile delivery sites around the world, which allows them to work closely with delivery station colleagues and partners. The role brings together customer service and logistics knowledge, and team members collaborate with several Amazon groups. Some team members also take on management responsibilities supporting regions and countries. The shared goal is to make sure parcels reach customers successfully.
What you need
- Advanced English ability at CEFR level B2/C1.
- Previous experience dealing with customer questions or complaints by phone and email.
- Background in an administrative support position that required collaboration with internal or external stakeholders.
- Experience solving problems, whether those issues involved customer enquiries or internal process challenges.
- Ability to work in a busy, fast-paced setting.
- Experience communicating with senior colleagues is desirable.
Additional information
Amazon states that preferred qualifications are not required in order to apply. If you meet the essential requirements, the company encourages you to submit an application.
Amazon describes itself as an equal opportunities employer and says that hiring decisions are based on experience and skills. The company also states that it does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
Applicants who need a workplace adjustment or accommodation during the application, interview, or onboarding process are directed to Amazonâs accommodations information page. The posting also refers candidates to Amazonâs privacy notice for details on how personal data is collected, used, and transferred.
The job is listed for Croydon, United Kingdom, in customer service.
Degree Requirement: Not Specified
Visa Sponsorship May be
To apply for this job please visit www.amazon.jobs.
