Account Management & Customer Service
Each of Dimensions’ client accounts is allocated an experienced Account Manager, as well as an appropriate internal support structure to complement them. Many of the account team work across national and continental boundaries to manage and supply the global contracts that Dimensions manages.
The Account Manager is a central pin in the successful management of the client’s account and they lead the co- ordination from design to delivery, by being focused on utilising resources to achieve the end goal.
As the Account Manager will be the main point of contact for any tactical issues and will lead a multi-functional project team, the personalities of clients and Account Managers are carefully matched, to ensure that each relationship is as successful and mutually beneficial as possible. This aids in building long-standing relationships; Dimensions is proud that the longest client relationship currently stands at 28 years.
The Account Manager, supported by their Commercial Director, is responsible for managing the product development process within critical path timescales and will ensure the smooth and timely roll out of new uniform. They will also review Dimensions’ service levels and KPIs (Key Performance Indicators) on a regular basis and will be proactive in making recommendations that will improve the service to each client.
Dimensions has a growing team of around 40 Customer Service Co-ordinators, who are passionate about delivering exceptional customer service. The team manages multi-channel contact to resolve client queries promptly and effectively.
Each client account is provided with a dedicated telephone number and email address and allocated co-ordinators who have expert knowledge of their assigned client ranges. This knowledge enables each co-ordinator to answer queries quickly, due to their familiarity of the products and account service package. The team also includes bi-lingual co-ordinators, in order to comprehensively support an international client base.
Dimensions has an Automated Call Distribution phone system that is closely monitored. This provides accurate data detailing the length of each call, the amount of traffic and the number of lost calls. If required, additional co-ordinators can be brought into the mix, then call overflows and queues can be organised as appropriate.
The highly skilled Customer Service co-ordinators have an average of 5 years’ service at Dimensions, which means that they have extensive knowledge and experience to assist with any client enquiry. Performance standards are regularly monitored and reviewed, to ensure that the Customer Service desk provides an outstanding service to clients.