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