Customer Service Advisor

Brackmills Industrial Estate LTD; Northampton; Remote; GBP 20,000 - 24,000; Full time

Benefits offered by this job

Competitive pay

Health cash plan

Holidays: 20 days + bank holidays

Long service recognition

Pension scheme

Life assurance

Employee assistance programme

DX Discounts Portal

Career progression opportunities

Job summary

DX is seeking a Customer Service Advisor to deliver outstanding service under the Delivered Exactly promise. You will handle inbound and internal customer queries and drive resolution for assigned accounts with accuracy and empathy.

Working alongside operations and account management, you will proactively respond to requirements, follow processes to meet SLAs, and contribute to a culture of excellent customer care, with opportunities for progression within the business.

Qualifications

• Experience in handling customer queries with empathy and accuracy.
• Ability to work with operations and account management teams.
• Strong communication and interpersonal skills.

Responsibilities

• Receive and handle inbound customer queries and manage through to resolution for specific customer accounts
• Action all customer queries in line with required processes and service level agreements
• Work as part of a team to ensure great customer service delivery
• Engage proactively with service centres to ensure customer requirements are received and actioned
• Recognise and deal with queries, requests and problems in line with our customer account requirements
• Identification and action of escalation issues
• Undertake any other customer account support duties as required

Skills

Customer service

Query resolution

Team collaboration

Job description

An exciting new Customer Service Advisor opportunity at DX!

About Us

We think we are more than just a delivery company. We know each item tells a story and we know that for someone, somewhere, it'll make their day, or not - if we fail!

We are a leading independent parcel, mail and logistics services company operating throughout the UK and Ireland delivering the important things in life. DX Freight provides next-day or scheduled delivery services for parcels and freight, as well as comprehensive logistics solutions, including warehouse management and the operation of customer-liveried vehicles. Our brand is what we do every day and our values set the tone for how we want our colleagues to go about their business of delivering the Delivered Exactly promise.

What will it feel like to be part of our team?

At DX we know our people are our foundation of success. We are passionate about you developing your career with us; if this is part of your plan too, DX will provide the training and the opportunities! Whatever you choose, you will work with a great bunch of people who are focused on meeting the DX Delivered Exactly promise.

Why DX?

We achieve our outstanding results through our people. Our ability to recruit, train, promote and retain top quality talent is one of our core strengths and has been fundamental to our long term growth. It is our entrepreneurial, dedicated, customer-focused people who are making business happen. They are behind our fantastic success and incredible growth. They are driving us forward as we define the future of work.

We recruit ambitious, driven people who bring new ideas that improve our services. If you are energetic and can deliver outstanding results, we will give you the opportunity to build a rewarding and successful career.

Role summary:

Our Customer Service Advisors live our customer promise - Delivered Exactly - by delighting our customers each and every time. This role, through proactive and timely actions, provides fantastic service to a wide range of interesting and demanding customers. Working alongside our operational and account management teams you will be able to positively influence our customers' needs and resolve any potential issues.

Key responsibilities:

• Receive and handle all inbound, internal and external customer queries and manage through to resolution for specific customer accounts
• Action all customer queries in line with the required processes and service level agreements
• Work as part of a team to ensure great customer service delivery - every time
• Engage proactively with service centres to ensure customer requirements are received and actioned
• Recognise and deal with queries, requests and problems in line with our customer account requirements
• Identification and action of escalation issues
• Undertake any other customer account support duties as required

Benefits:

• Competitive Rates of Pay
• Company Funded Health Cash Plan
• Holidays: 20 days increasing with length of service + bank holidays
• Long Service Recognition scheme
• Enhanced Maternity & Paternity
• Company Pension Scheme
• Life Assurance
• Employee Assistance programme including 24/7 Virtual GP
• DX Discounts Portal
• Excellent opportunities for career progression and more!!