Membership Support Executive
An exciting new Membership Support Executive opportunity at DX!
Monday – Friday 9am-5.30pm - £26,500
All About You
Provide exceptional customer service to Exchange members by exceeding our member expectations by providing swift and efficient responses to queries of all kinds. You will act as a problem solver, by resolving issues rapidly and identify ways to improve performance and service delivery to members.
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 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.
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.
Role Summary:
* To provide exceptional customer service to DX Exchange members via a range of communication channels.
* Ensure inbound call resolution, complaints handling and liaison with depots, to address service issues, is achieved within service level and meets the expected quality standards.
* To be an active contributor enhancing an environment that delivers excellent member service.
* As required, provide sales lead data and opportunities to the sales team.
Key Responsibilities:
* Communicate with members at all levels, appropriately and professionally, building close working relationships with members.
* Accept all incoming telephone calls, letters, emails logging all information, dealing with each enquiry to completion.
* To manage member issues in order to prevent them from becoming complaints or to seek assistance from Manager when required.
* To provide support to colleagues and to ensure that effective communication is maintained within the team.
* To update DX’s CRM system correctly and ensure the information is captured and recorded efficiently.
* To be a champion of member service standards, policies and procedures including correspondence standards, e.g. email & letter.
* Liaise and work with sales and operations to improve overall member satisfaction and minimise accounts at risk, bringing to their immediate attention any information which provides evidence of an account in jeopardy.
* Manage and control the processing of member complaints in line with policy and procedures.
* Ensure call details are logged & recorded on the appropriate systems.
* Carry out any other reasonable duties as requested by your Line Manager.
Benefits:
* Holidays: 20 days + 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