Customer Service Advisor

DX Network Services; Wickford; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading delivery company is seeking a Customer Service Advisor to provide exceptional service by addressing customer queries effectively. You will work closely with operational teams to ensure customer satisfaction, taking proactive actions to resolve issues as they arise. The role offers competitive pay, a range of employee benefits, and excellent opportunities for career progression within a dynamic environment.

Benefits

Competitive Rates of Pay

Company Funded Health Cash Plan

20 days holidays + bank holidays

Company Pension Scheme

Life Assurance

Employee Assistance programme

Excellent opportunities for career progression

Qualifications

• Proficiency in handling customer queries effectively.
• Ability to work collaboratively in a team setting.
• Strong communication and problem-solving skills.

Responsibilities

• Receive and handle all inbound customer queries.
• Action customer queries in line with required processes.
• Engage proactively with service centres.
• Identify and escalate issues as needed.

Job description

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.

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!!

We look forward to hearing from you!