Customer Service Manager
DX
ÂŁ27000/annum Monday - Friday
B70, Oldbury, Sandwell, B68
Full time
The Breakroom Take
- Pays all ages fairly
About DX
DX is a delivery company. They specialise in document delivery services.
Job description from 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 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 your career, 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:
The Customer Service manager will efficiently and effectively manage the Customer Services team, motivating and engaging the team to consistently deliver excellent customer experiences at every opportunity. This role fully appreciates and understands customer expectations and looks to exceed expectations every time through great teamwork and an environment of continuous improvement.
Key responsibilities
* Communicate with customers at all levels, appropriately and professionally; building close working relationships with key customers via service levels and site visits
* Build an environment of continuous service improvement and learning through utilising the feedback of changing customer requirements and required service improvements
* Liaise with Account Managers and General Manager's to improve overall customer service satisfaction
* Handle and resolve calls from Customer Service Advisors via internal teams and processes
* Be a role model for delivering great service with a confident approach to talking to customers and colleagues
Additional information on this role
This role is about communicating effectively, being proactive and having energy to get the job done! We would love to see applications from people who possess the skills to make a positive difference to our customers and enjoy a fun and fast-paced working environment.
Benefits:
* Competitive Rates of Pay
* Company Funded Health Cash Plan
* Holidays: 25 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
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What employees say
Pay
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Okay
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Only some people are paid a living wage
Do DX pay a living wage?
Some people are not paid a living wage.
How we know this
55% of people say they are paid below the Real Living Wage for where they live.Based on data from 53 people who took the Breakroom Quiz between April 2024 and April 2025.
Why this matters
Everyone should be paid enough to live on.
The Real Living Wage is a voluntary rate employers can sign up to that is based on the real cost of living.
The current rates are ÂŁ12.60 per hour, and ÂŁ13.85 per hour in London.
Find out more in our explainer about the Real Living Wage.
Needs improving
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Most people are paid below market rates
Do DX pay market rates?
Most people are paid less than average for their job.
How we know this
76% of people are paid below average for the type of work they do.Based on data from 55 people who took the Breakroom Quiz between April 2024 and April 2025.
Why this matters
Pay can vary a lot between types of job. Employers should be ensuring that the rates their staff are paid are in line with similar roles elsewhere.
Good
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Everyone is paid the same, whatever their age
Do DX pay the same regardless of age?
Yes, people under the age of 21 get paid the same as those above 21.
See what DX pays different age groupsHow we know this
The average pay of under 21s is the same as those above 21.Based on data from 66 people who took the Breakroom Quiz between June 2023 and April 2025.
Needs improving
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Most people don’t get paid breaks
Do workers at DX get paid breaks?
No. Most people don’t get paid breaks.
How we know this
89% of people say they don’t get paid breaks.Based on data from 53 people who took the Breakroom Quiz between April 2024 and April 2025.
Why this matters
A good job should have paid breaks.
You should be paid for all your time at work, whether you’re on a break or not.
Needs improving
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Most people don’t get sick pay
Do DX pay sick pay?
No. Most people don’t get proper sick pay.
How we know this
95% of people say they wouldn’t get paid if they were sick but scheduled to work.Based on data from 56 people who took the Breakroom Quiz between April 2024 and April 2025.
Why this matters
Everyone gets sick sometimes. You should be able to take time off without worrying.
At a good job you should still get paid if you’re scheduled to work but can’t due to sickness. Your contract should say how many sick days you can take each year.
This is more than the legal minimum, which says you should only get paid if you are unwell for 4 full days. See Citizens Advice for more details.
Good
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Most people don’t do unpaid extra work
Do workers at DX do extra work that they don't get paid for?
Rarely. Most people don’t do unpaid extra work.
How we know this
71% of people report that they don’t do extra unpaid work.Based on data from 42 people who took the Breakroom Quiz between May 2024 and April 2025.
Why this matters
Everyone should get paid for any extra work they do, even if it is outside your contracted hours. At a good job, you should be paid for all the time you spend at work.
Hours and flexibility
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Good
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Most people don’t worry about their hours
Do workers at DX worry about hours?
Most people don’t worry about getting enough hours.
How we know this
91% of people report they don’t worry about getting enough hours.Based on data from 34 people who took the Breakroom Quiz between May 2024 and April 2025.
Why this matters
At a good job, you shouldn’t have to worry about getting enough hours each week.
A good job should guarantee you a minimum number of hours in a contract, if you want it.
This makes it easier to plan your finances, because you know how much you’ll be earning.
Needs improving
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Most people don’t get any choice of shifts
Do DX workers get to choose the shifts they work?
Most people don’t get enough choice over which shifts they work.
How we know this
68% report that their manager doesn’t give them enough choice over which shifts they work.Based on data from 37 people who took the Breakroom Quiz between May 2024 and April 2025.
Why this matters
A good job is flexible around your personal life. This means you get a say in when you prefer to work.
Needs improving
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Hard to change shifts
How easy is it for DX workers to change shifts?
Most people find it hard to change shifts.
How we know this
77% of people report that it’s hard to change shifts if they need to.Based on data from 31 people who took the Breakroom Quiz between May 2023 and April 2025.
Why this matters
A good job is flexible around your personal life. It should be easy to change a shift if you need to, whether that’s in an emergency or for planning ahead.
Okay
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Can be hard to book holiday
How easy is it to book a holiday at DX?
Some people find it hard to book holiday.
How we know this
38% of people report it’s hard to book holidays.Based on data from 53 people who took the Breakroom Quiz between April 2024 and April 2025.
Why this matters
A good job should let you take time off when you need it, and it shouldn’t be a nightmare to arrange.
Good
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Shifts don’t get changed at short notice
Do DX managers change shifts at short notice?
Most managers don’t change people’s shifts at short notice.
How we know this
95% of people say their manager doesn’t changes their shifts at the last minute.Based on data from 39 people who took the Breakroom Quiz between May 2024 and April 2025.
Why this matters
If your manager is often changing your shifts at short notice that’s a sign of poor planning. At a good job you won’t be messed around at the last minute.
Okay
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Some people find it hard to take sick leave
How easy is it to take sick leave at DX?
Some people find it hard to take sick leave.
How we know this
60% of people report that it’s hard to take time off if they are sick.Based on data from 45 people who took the Breakroom Quiz between April 2024 and April 2025.
Why this matters
Everyone gets sick sometimes. You should be able to take time off when you need to.
A good job should support you when you’re unwell and have systems in place that will allow you to take time off to recover when you need it.
Needs improving
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Most parents say it’s bad
Is working at DX good if you’re a parent or carer?
Most parents and carer say this is a bad place to work.
How we know this
71% of people who care for a child or other relative report this isn’t a good place to work.Based on data from 28 people who took the Breakroom Quiz between June 2023 and April 2025.
Why this matters
Whether it’s looking after children or caring for a relative, a good job should support your responsibilities outside of work.
Workplace
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Okay
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Only some people feel treated with respect
Do people at DX feel treated with respect by their managers?
Some people don’t feel treated with respect by their managers.
How we know this
39% of people say they’re not treated with respect by their managers.Based on data from 51 people who took the Breakroom Quiz between April 2024 and April 2025.
Why this matters
Everyone should get treated with respect by their managers. You shouldn’t feel discriminated against or bullied, and if you have a problem you should be able to speak to someone about it.
Okay
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Only some people get proper breaks
Do people at DX get proper breaks?
Some people don’t get proper breaks.
How we know this
46% of people report that they don’t get to take proper breaks.Based on data from 54 people who took the Breakroom Quiz between April 2024 and April 2025.
Why this matters
When you take a break it should be a proper rest. It should last the full duration and you shouldn’t get pulled off it.
Needs improving
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Most people are stressed
Is it stressful to work at DX?
Most people feel stressed here.
How we know this
73% of people say they often feel stressed at work.Based on data from 56 people who took the Breakroom Quiz between April 2024 and April 2025.
Why this matters
Work isn’t always easy, but if you’re frequently feel stressed, that’s not good.
Your employer should support you with enough people and resources to get your job done without feeling overwhelmed.
Okay
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Only some people enjoy their job
Do people at DX enjoy their jobs?
Only some people enjoy their job.
How we know this
43% of people report they don’t enjoy their job.Based on data from 47 people who took the Breakroom Quiz between April 2024 and April 2025.
Okay
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Only some people recommend their team
Do people at DX recommend working with their team?
Only some people recommend working with their team.
How we know this
67% of people report that they wouldn’t recommend working with their immediate team to a friend.Based on data from 60 people who took the Breakroom Quiz between April 2024 and April 2025.
Why this matters
A good job means enjoying the place where you work.
The people you work with every day really matter. They can be the difference between a terrible day and a great one.
If you’d recommend your team to a friend, this shows that something’s going right.
Okay
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Only some people get enough training
Do people get enough training when they start at DX?
Some people didn’t get enough training when they started.
How we know this
51% of people report they didn’t get enough training when they started working here.Based on data from 55 people who took the Breakroom Quiz between April 2024 and April 2025.
Why this matters
A good job should give you good training when you start, not just drop you in at the deep end.
This means that you’ll be happier and more productive from day one and shows that your employer values you.
It’s also very important if your job involves anything that could be dangerous. Good training from the outset keeps you and your team safe.
Okay
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Only some people get support to progress
Are people given support to progress at DX?
Only some people are given support to progress here.
How we know this
In the last year, 61% of people report not being given an opportunity to get better at their job, learn a new skill, learn to manage a team or get more responsibility in their role.Based on data from 54 people who took the Breakroom Quiz between April 2024 and April 2025.
Why this matters
A good job should help you progress at work, if you want to. That might be supporting you to get better at the job you currently have, learn something new, manage a team or take on more responsibilities.
This means you’ll be able to build on your skills and experience, and earn more money.
Needs improving
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Head office doesn’t understand what’s happening
Do people think DX head office understands what's happening where they work?
Most people think head office doesn’t understand what’s happening where they work.
How we know this
86% of people think that this employer’s head office or owners don’t have a good understanding of what’s really happening where they work.Based on data from 51 people who took the Breakroom Quiz between April 2024 and April 2025.
Why this matters
At a good job, the role of head office should be to support the people on the frontline serving customers.
To do that properly, the company’s owners or head office need to have a good understanding of what’s really happening on the frontline. This is especially important when a company owns multiple locations.
Needs improving
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Most people don’t feel well informed by head office
Do workers feel well informed about how DX is doing?
Most people don’t feel well informed about how the company is doing.
How we know this
68% of people feel that they aren’t kept well informed about how the company is doing as a whole.Based on data from 56 people who took the Breakroom Quiz between April 2024 and April 2025.
Why this matters
At a good job, there should be a supportive relationship between the people working on the frontline serving customers and the people who own the company or work in head office.
You should be kept informed about how the company is doing as a whole, both in good times and when things get tough for the business.
What DX employees say about their job
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Best thing
Get to see all sorts when out
Worst thing
No respect, managers don't make any effort with drivers, care more about bonus than helping staff
75 tonne driver at DX, February 2025
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Best thing
Nothing
Worst thing
Pay work managers hours
Warehouse operative at DX, February 2025
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