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Senior Client Support Specialist

2 months ago

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

Overview:
An exciting opportunity to become a vital part of the DX team.

About You:
You will possess a friendly demeanor, a strong work ethic, and thrive in a dynamic environment focused on achieving results. We value collaboration, and at DX, we are dedicated to equipping our employees 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 service tailored for the legal and professional services sectors. Established in 1975, 'The Document Exchange' quickly became the preferred choice for document delivery within the legal field and has since expanded its reach to various sectors.

What to Expect:
At DX, we recognize that our employees are the cornerstone of our success. We are passionate about supporting your career development; if you aspire to advance, DX will provide the necessary training and opportunities. Regardless of your path, you will collaborate with enthusiastic and supportive colleagues dedicated to 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 specific to customer service and complaints.
  • Coordinate with DX depots to enhance collection and delivery performance, ensuring effective resolution of customer issues.
  • Ensure all customer service inquiries are addressed within the established SLA.
  • Keep the contact database for government updated, ensuring JDE and Workbooks reflect accurate information.
  • Provide regular, precise, and timely 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.