Home Delivery Co-ordinator (outbound)

Glen Dimplex Home Appliances Aspiration & Purpose:

Home of recognisable brands Stoves and Belling, generations of people have grown up with our home appliances in the heart of their kitchen. As a company, we’re building a sustainable, innovative and market-leading branded cooking appliance business that our customers love and that’s driven by profitable growth.

Engaged and high-performing colleagues underpin the success of these ambitions. United by our shared values and dedication to accomplish our long-term goals, we are excited by the creative and diverse thinking you could bring to help transform our business.

Job purpose/summary:

- Ensure all orders are processed efficiently and systematically within required timelines

- Validate order accuracy, including product details, customer information, and delivery specifications

- Confirm access requirements (eg. property access, installation constraints, special instructions) prior to dispatch

- Proactively identify and resolve potential issues that could impact successful delivery

- Coordinate closely with logistics, warehouse, and delivery partners to ensure readiness for dispatch

- Monitor delivery schedules and take corrective action to avoid delays or service failures

- Reduce failed deliveries through thorough order checking and proactive customer communication

- Act as a point of contact for retailers and customers, providing updates and managing expectations

Key Responsibilities

Preinstallation Readiness

- Contact customers ahead of delivery to confirm installation readiness

- Verify site access (parking, stairs, lifts, restricted access, timing constraints)

- Confirm removal of old appliances where required

- Identify risks that may affect installation and escalate early

Order Accuracy Checks

- Review orders for completeness and correctness (product, specification, accessories)

- Ensure all required components and services are included

- Liaise with internal teams and retailers to resolve discrepancies

- Update systems with confirmed and corrected order details

Customer Communication

- Act as the primary contact for pre‑delivery engagement

- Clearly explain delivery timelines, installation requirements, and next steps

- Proactively manage customer expectations and reduce uncertainty

- Deliver a professional, clear, and reassuring experience aligned to GDHA brand values

Brand Introduction

- Introduce customers to GDHA, reinforcing trust and confidence

- Ensure every interaction reflects a premium and reliable brand experience

Issue Prevention and Resolution

- Identify potential failed delivery risks and resolve them in advance

- Work closely with logistics, installation teams, and customer service

- Escalate complex cases where required and ensure full resolution

Data and Insight

- Capture customer feedback and insights during pre‑delivery contact

- Maintain accurate records of interactions and outcomes

- Identify recurring issues and support continuous improvement

Personal Attributes / Must have:

- Highly organised and methodical – able to manage multiple tasks and priorities in a structured and systematic way

- Detail-oriented – strong attention to detail to ensure order accuracy and prevent delivery issues

- Customer-focused mindset – committed to delivering a positive experience for both retailers and end customers

- Proactive and solution-driven – able to identify potential issues early and take ownership of resolving them

- Strong communicator – confident communicating clearly and professionally across phone, email, and internal systems

- Resilient under pressure – capable of working in a fast-paced environment while maintaining accuracy and professionalism

- Collaborative team player – works effectively with cross-functional teams including logistics, warehouse, and service partners

- Accountable and dependable – takes ownership of tasks and follows through to completion

- Analytical thinking – able to use data, reports, and feedback to identify trends and drive improvements

- Adaptable and flexible – responds positively to changing priorities and business needs

Key Performance Objectives (KPO’s) (max 3):

- Reduction in failed or aborted deliveries

- Improved first‑time installation success rate

- Customer satisfaction scores related to NPS/Survey

- Order accuracy and reduced rebooks

Skills, know-how & experience:

At GDHA we are proud of our company Values which are our cultural cornerstones. In addition to role specific skills and experience (outlined below) all of our colleagues should always:

Think Customer / Care About People / Value Innovation / Keep It Simple.

Preferred:

- Experience in logistics, delivery coordination, or customer operations (preferred)

Technical/professional qualifications:

- n/a