Major Accounts Support - DX Exchange
An exciting new opportunity to join the team at DX!
All About You
You will be friendly, hard-working and love the buzz of getting things done. We love team players and here at DX we are committed to providing our people the technical and personal skills to progress their careers.
About Us
We are a leading independent parcel, mail and logistics services company operating throughout the UK and Ireland delivering the important things in life.
DX Document Exchange is our private business-to-business network that provides a fast, trusted and secure delivery service for the legal and professional services sectors.
Established in 1975, 'The Document Exchange' swiftly became the legal sector's preferred document delivery service. Today it is also widely used by the public sector and professional services companies of all kinds.
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 you want to progress, DX will provide the training and the opportunities! Whatever you choose, you will work with passionate and supportive people who are focused on meeting the DX Delivered Exactly promise.
Key Responsibilities:
- To manage customer relationships by engaging in personal ownership of customers with the support from your Line Manager.
- Track performance of accounts, opportunity and scope to build and maintain customer relations.
- First escalation point for major accounts using the Document Exchange service.
- Working with the Customer Service and Membership Service teams to manage all new DX boxes and Exchanges, DX box and exchange closures and redirections.
- Maintain weekly customer specific service and complaints reports.
- Liaise with DX depots to improve collection, delivery performance and tracked service and seek effective resolution to customer issues.
- Ensure all customer service enquiries have been responded to within SLA.
- Maintain contact database for government, ensuring JDE and Workbooks are up to date with this detail.
- Provide regular, accurate and timely feedback to the investigations process.
- Proactively support end users, ensuring correct services are selected and addressing formats are compliant.
- Provide customer training on DX services and Despatch tools when needed.
- Carry out any other reasonable duties requested by your Line Manager or the business.
Benefits:
- 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!!