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Senior Client Relations Specialist

2 months ago

Trafford Park, United Kingdom DX Group Full time
Major Accounts Support – DX Exchange

Overview:
An exciting opportunity to contribute to the operations at DX.

About You:
You will possess a friendly demeanor, a strong work ethic, and a passion for achieving results.

We value collaborative individuals, and at DX, we are dedicated to equipping our team with both technical and interpersonal skills to advance their careers.

About Us:


DX is a prominent independent provider of parcel, mail, and logistics services across the UK and Ireland, delivering essential items efficiently.


DX Document Exchange operates as our exclusive business-to-business network, offering a rapid, reliable, and secure delivery solution tailored for the legal and professional services sectors.

Since its inception in 1975, 'The Document Exchange' has been the preferred choice for document delivery within the legal community. It has since gained traction among public sector entities and various professional service firms.


What to Expect as Part of Our Team:

At DX, we recognize that our employees are the cornerstone of our success.

We are committed to your professional development; should you aspire to advance, DX will provide the necessary training and opportunities. Regardless of your path, you will collaborate with enthusiastic and supportive colleagues focused on fulfilling the DX Delivered Exactly promise.


Key Responsibilities:

  • Manage customer relationships by taking personal ownership of accounts with guidance from your Line Manager.
  • Monitor account performance, identifying opportunities to enhance and sustain customer relations.
  • Serve as the primary escalation point for major accounts utilizing the Document Exchange service.
  • Collaborate with Customer Service and Membership Service teams to oversee new DX boxes and Exchanges, as well as manage closures and redirections.
  • Maintain weekly reports on customer-specific service and complaints.
  • Coordinate with DX depots to enhance collection and delivery performance, seeking effective resolutions to customer concerns.
  • Ensure all customer service inquiries are addressed within the agreed service level agreements (SLA).
  • Keep the contact database for government entities updated, ensuring JDE and Workbooks reflect accurate information.
  • Provide timely and precise feedback to the investigations process.
  • Proactively assist end users, ensuring appropriate services are selected and address formats comply with requirements.
  • Conduct customer training on DX services and Despatch tools as necessary.
  • Perform any other reasonable duties as requested by your Line Manager or the business.

Benefits:

  • Holidays: 20 days, increasing with length of service, plus Bank Holidays.
  • Long Service Recognition scheme.
  • Enhanced Maternity & Paternity leave.
  • Company Pension Scheme.
  • Life Assurance coverage.
  • Employee Assistance Programme, including 24/7 Virtual GP access.
  • DX Discounts Portal.
  • Excellent opportunities for career advancement and more.