About this role
An exciting new Carrier Implant opportunity at DX!
About Us
We think we are more than just a delivery company. We know each item tells a story and we know that for someone, somewhere, it’ll make their day, or not - if we fail!
DX is the specialist provider of customer-driven solutions for time sensitive, mission critical, high value and heavier items delivery. DX routinely handles goods from many high street retailers and industry sectors including homeware, high street fashion, optical lenses, pharmacy items and jewellery along with legal documents, the UK Government and foreign embassies for identity documents and visas.
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. Our goal every day is to deliver on our promises, so you can deliver on yours.
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 this is part of your plan too, DX will provide the training and the opportunities! Whatever you choose, you will work with a great bunch of people who are focused on meeting the DX Delivered Exactly promise.
Why DX?
We achieve our outstanding results through our people. Our ability to recruit, train, promote and retain top quality talent is one of our core strengths and has been fundamental to our long term growth. It is our entrepreneurial, dedicated, customer-focused people who are making business happen. They are behind our fantastic success and incredible growth. They are driving us forward as we define the future of work.
We recruit ambitious, driven people who bring new ideas that improve our services. If you are energetic and can deliver outstanding results, we will give you the opportunity to build a rewarding and successful career.
Role summary:
The DX Carrier Implant will be embedded within Viking Office’s Customer Service facility to provide direct, real-time carrier expertise. The role exists to:
Resolve escalations quickly and effectivelyAccelerate urgent and high-priority queriesProvide direct access to appropriate escalation levels within DXImprove communication between Viking CS/Sales and DX operationsReduce repeat contacts and improve customer satisfactionProvide data on continuous improvement areas for reviewManage nursery programs to aid customer retention The Implant acts as the initial point of carrier expertise within Viking Office, driving accountability, clarity, and faster resolution, being the face of DX within Viking.
Key responsibilities:
Escalation Management
Act as a carrier escalation contact for CS and Sales, managing and owning key deliverablesTake ownership of urgent, aged, or high-risk consignmentsLiaise directly with appropriate DX operational managers to secure rapid updatesProactively manage cases through to resolutionProvide clear, structured feedback on root cause and next steps Urgent & Time-Critical Support
Prioritise time-sensitive consignmentsEnsure queries are handled at the correct escalation level within DX from the outsetReduce turnaround time for information and resolution Sales & Account Support
Support Sales with service capability queries, operational feasibility checks, and high-value account supportAssist with service recovery for strategic or at-risk accountsProvide operational insight to help protect service Process Improvement
Identify recurring failure points and systemic issuesWork with DX and Viking leadership to reduce root cause failuresProvide trend data and feedback on performance gapsSupport implementation of corrective actions Communication & Reporting
Deliver daily/weekly summaries of escalated cases and outcomesMaintain visibility of ageing escalations Benefits:
Competitive Rates of PayCompany Funded Health Cash PlanHolidays: 20 days increasing with length of service + bank holidaysLong Service Recognition schemeEnhanced Maternity & PaternityCompany Pension SchemeLife AssuranceEmployee Assistance programme including 24/7 Virtual GPDX Discounts PortalExcellent opportunities for career progression and more!! We look forward to hearing from you!