Account Specialist - Template

Join us on our journey as we aim to be the UK’s most sustainable delivery company, whilst ensuring our customers continue to receive a world class service. You will be in a busy and fast paced business, with a turnover of nearly £2 billion, that can offer you great benefits and plenty of opportunities to progress your career

DPD are passionate about creating an environment that is open, ethical, inclusive and socially responsible.

Along with job security, the tools to do the job and a competitive salary, you’ll receive fantastic benefits starting on day one, including never working on your birthday ever again!!!

DPD is a Valuable 500 company and a Disability Confident Employer

Job Description

Our Customer Service Manager is looking for an excellent Account Specialist to join their new highly skilled and customer centric Diamond team. 

As an Account Specialist your primary responsibilities will be to proactively highlight and resolve any issues for our Elite customers and to undertake hotspot reporting to recognise trends.

Key Tasks/Areas of Responsibility

• Working closely with accounts to work on ways to improve customer satisfaction
• Communicating issues, such as service delays and network issues through daily morning alerts
• Support accounts onsite during peak times (if required)
• Being a ‘plan B’ point of contact to resolve escalated complaints from Diamond and named accounts.
• Responding promptly and efficiently to account queries
• Liaising with account contacts and DPD CRM team
• Provide one-to-one tailored customer services to your named accounts
• Provide a ‘nursery desk’ service to at risk accounts. 
• Support with CSM complaints. 

Qualifications

About You

To be successful in this role you must be able to evidence proven and demonstrable customer service experience ideally gained within a busy and pressurised environment.

Your naturally confident communication and excellent relationship building skills will be fully utilised in this role as will your ability to produce high quality work and manage your time effectively to meet our customers demands. We will also expect you to;

• High levels of self-motivation with a willingness to go the “extra mile” to exceed customer expectations.
• Strong problem resolution skills
• Work effectively as part of a team
• Have strong organisational skills
• Demonstrate the core DPD Values of – Flexibility, Accountability, Respect, Honesty, Caring and Passion.
• You must be able to work 5 shifts from 7 and this will include some weekends

A driver’s licence would be preferred but is not essential.

Additional Information

About our benefits:

We recognise that our people are at the heart of our business, without them we wouldn’t be able to deliver our award-winning service to millions of customers across the country each day. It’s important to us that we demonstrate our recognition of you in providing you with more than just a salary and job stability. To name but a few…

• Holiday trading
• Enhanced maternity and paternity package 
• Free life assurance of 4 x salary on joining the pension scheme
• Free onsite car parking for all employees
• Health Kiosks visiting every location
• Vitality at Work
• Discounted shopping from 100’s of retailers including up to 5% off supermarket shopping
• Milestone Days off to celebrate with your family and friends 
• Free eye tests and support with the cost of glasses

Joining DPD can lead to not just a stable job but also a career. DPD prides itself on recognising and developing talent alongside a desire to promote from within. As a continually growing and evolving organisation, we are proud to offer a great number of development and promotion opportunities. 

If you identify with our aims and values and can help us deliver our customers' promises, then this is the job for you! Apply today.