Customer Services Advisor

DigiHaul; Hatfield; On-site; GBP 40,000 - GBP 60,000; Full time

Job description

Are you ready to help revolutionise transport and join the UK’s largest Digital Freight Business? Our Future is digital, and Our Future is NOW! This is your opportunity to join our incredible team and help transform the way the transport industry works.

Nine times out of ten when you see a heavy‑duty vehicle they are not at full capacity. When heavy‑duty vehicles are not at full capacity, they throw unnecessary CO₂ into the atmosphere. Our platform creates a Digital Network that enables loads to be delivered more efficiently, at a better price and with greater quality than ever before. We want our Hauliers and Customers to benefit from using our extensive network to help them fill their empty capacity and reduce their carbon footprint.

DigiHaul brings together smart technology and expert knowledge, we make end‑to‑end logistics seamless and stress‑free. Our daily mission is to provide our Hauliers and Customers with nothing but excellent service and solutions, including excellent on time performance and an end‑to‑end managed service with un‑paralleled visibility every step of the way. We’re driven and determined to deliver a fast, flexible, and reliable solution that makes road freight work better – for everyone.

About you

You are someone who enjoys a fast paced, dynamic work environment, who excels in quick problem solving and likes to get the job done!

You are able to work tactically and think strategically as the business rapidly scales. You understand how integral you are to the success and future of DigiHaul and the part you play in transforming the transport industry.

Customer Service Advisor Responsibilities:

• Act as the first point of contact for customers by dealing with a wide range of customer requests.
• Provide high quality, responsive, efficient customer service and deal with customers enquiries to a high standard.
• Develop and maintain good professional relationships with both internal and external customers.
• Assign new shipments to carriers and monitor to ensure they are completed within agreed timelines.
• Ensure POD's (Proof of Delivery) for each shipment are quality checked and signed off to meet customer requirements.
• Manage carrier app adoption to ensure shipments are updated in real-time through to completion.
• Investigate and resolve carrier platform non‑compliance, implementing robust corrective actions to reduce repeat issues.
• Provide platform technical support and training to carriers and customers to enable full compliance.
• Manage and process a high volume of incoming emails and calls using the required software.
• Take ownership for inbound enquiries ensuring complete customer satisfaction and query resolution.
• Provides support with key administrative tasks.
• Receive and record, in a correct and precise manner, via systems, internal and external enquiries resulting from the services provided by the organisation.
• Ensure all enquiries are investigated, resolved and answered promptly within the Customer Service guidelines.

What do you need to be a Customer Service Advisor?

• A general understanding of the UK transport industry
• Experience in dealing with 3rd party sub contractors
• Ability to work under pressure as part of a team and also as an individual
• Call centre experience
• Able to travel within the UK
• Good system understanding and ability to work at pace
• Excellent customer service skills

What will you get in return as a Customer Service Advisor?

• 33 days holiday
• 15% non-contractual bonus
• Access to Pension Scheme plans
• Access to Private Medical Cover
• Access to Employee Benefit Portal including retail discounts
• Access to Cycle to Work scheme*
• Access to Employee Assistance Programme
• Access to Electric Vehicle Salary Sacrifice lease scheme*
• Birthday vouchers
• Health Assessments*
• Training, development opportunities and more

*subject to T&Cs

What you’ll need to do next?

Joining the DigiHaul family is easy! If you feel that you meet the criteria of this Customer Service Advisor role, simply apply online, uploading an up-to-date CV with your application.

We will ensure that all our resourcing activities are fair, transparent and consistent across the UK. We want to ensure that the candidate experience is of the highest professional standard.

The Company is committed to providing equality of opportunity for all employees. Furthermore, we aim to ensure our workplaces are free from discrimination and that not only employees but also our potential future employees are treated fairly and with dignity and respect. We will ensure that equality of opportunity maintains a high profile in our organisation.