Carrier Implant - #2118871

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 effectively
• Accelerate urgent and high-priority queries
• Provide direct access to appropriate escalation levels within DX
• Improve communication between Viking CS/Sales and DX operations
• Reduce repeat contacts and improve customer satisfaction
• Provide data on continuous improvement areas for review
• Manage 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 deliverables
• Take ownership of urgent, aged, or high-risk consignments
• Liaise directly with appropriate DX operational managers to secure rapid updates
• Proactively manage cases through to resolution
• Provide clear, structured feedback on root cause and next steps

Urgent & Time-Critical Support

• Prioritise time-sensitive consignments
• Ensure queries are handled at the correct escalation level within DX from the outset
• Reduce turnaround time for information and resolution

Sales & Account Support

• Support Sales with service capability queries, operational feasibility checks, and high-value account support
• Assist with service recovery for strategic or at-risk accounts
• Provide operational insight to help protect service

Process Improvement

• Identify recurring failure points and systemic issues
• Work with DX and Viking leadership to reduce root cause failures
• Provide trend data and feedback on performance gaps
• Support implementation of corrective actions

Communication & Reporting

• Deliver daily/weekly summaries of escalated cases and outcomes
• Maintain visibility of ageing escalations

Benefits:

• Competitive Rates of Pay
• Company Funded Health Cash Plan
• 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!!

We look forward to hearing from you!