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