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

Employment type
Permanent, Full Time

Work arrangement
No