Logistics Customer Experience Advisor

The Dash Group; Dobwalls; On-site; GBP 18,000 - 24,000; Full time

Job summary

The Dash Group is seeking a Customer Service Advisor for Dash Express to deliver outstanding service across the Dash Logistix network. You will be the key link between customers, drivers, depots and operations, handling enquiries from first contact to resolution.

Based in the South-West, you will champion a One Team approach, maintain accurate records and ensure timely updates. The role emphasizes empathy, clear communication and proactive problem solving in a fast-moving logistics environment.

Qualifications

• Emotional intelligence, empathy and resilience to deliver exceptional service.
• Excellent communication, influencing and stakeholder management skills.
• Experience in logistics is highly advantageous.

Responsibilities

• Be the first point of contact for customer enquiries by phone and email.
• Investigate and resolve collection, delivery and general service queries.
• Liaise with drivers, depots and operational teams to obtain updates and resolve issues.
• Keep customers informed throughout the resolution process.
• Handle customer complaints professionally and empathetically.
• Process customer bookings and pricing enquiries.
• Welcome and assist customers and visitors at the depot.
• Support customers with tracking, POD requests and delivery updates.
• Complete end-of-day administration, including system updates and POD clearance.
• Process customer claims, credits and service investigations.
• Maintain accurate customer records and communications.
• Manage shared inboxes and customer correspondence.
• Build positive working relationships with Customer Service, Operations and Management teams.
• Take ownership of customer enquiries through to resolution.
• Support colleagues and contribute to a positive team culture.

Skills

Emotional intelligence

Empathy

Resilience

Stakeholder management

Job description

The Dash Group is seeking a Customer Service Advisor for Dash Express to deliver outstanding service across the Dash Logistix network. You will be the key link between customers, drivers, depots and operations, handling enquiries from first contact to resolution.

Based in the South-West, you will champion a One Team approach, maintain accurate records and ensure timely updates. The role emphasizes empathy, clear communication and proactive problem solving in a fast-moving logistics environment.