Role Purpose
The Pre-Caller plays a vital role in supporting the branch's daily delivery operation by proactively contacting customers ahead of scheduled water deliveries to confirm requirements, validate delivery quantities, and ensure customer and order information remains accurate and up to date.
Acting as a key link between customers, drivers and branch operations, the role is responsible for communicating route changes, managing stand-downs, and resolving potential delivery issues before they occur. Through effective customer engagement and administration, the Pre-Caller helps maximise delivery efficiency, improve first-time delivery success rates, enhance customer satisfaction, and support customer retention.
Key Responsibilities
Customer Pre-Delivery Calls
- Make outbound calls to all customers scheduled for delivery on the following working day.
- Confirm customer delivery requirements and accurately record the quantity required
- Remind customers of the minimum order quantity of four bottles per delivery where the requested quantity falls below the minimum threshold.
- Offer appropriate alternatives, including increasing the order to the minimum quantity, deferring the delivery, or rescheduling to a future date.
- Escalate any exceptions or customer concerns to the Branch Operations Manager.
- Read back and confirm the final order details with the customer before concluding the call.
- Identify and communicate any potential customer retention risks to management.
System & Contact Log Maintenance
- Update the CRM with confirmed quantities, changes to orders and any additional items requested.
- Maintain accurate customer records, including contact details, addresses, access information, delivery instructions, and email addresses.
- Log all customer interactions, including successful contacts, voicemails, unanswered calls, and incorrect numbers, using the appropriate reason codes.
- Ensure all information is recorded accurately and maintained in accordance with BWT UK's GDPR and Data Protection policies.
Stand-Down Route Communication
- Contact all customers affected by a stood-down route as soon as notification is received.
- Communicate revised delivery arrangements clearly, professionally, and empathetically.
- Record customer feedback and alternative delivery preferences where the revised delivery date is unsuitable.
- Liaise with Route Planners to ensure customer requirements are considered wherever possible.
- Maintain accurate records of all contact attempts and provide updates to the Branch Operations Manager.
Team & Branch Contribution
- Work closely with the Route Planner and drivers to ensure daily delivery schedules accurately reflect customer requirements.
- Escalate customer complaints, service concerns, or retention risks promptly and appropriately.
- Support continuous improvement of the pre-call process by feeding back what is (and is not) working on the phones.
- Deliver against the role's KPIs and take part in coaching, call reviews and refresher training.
Person Specification
Essential Experience
- Previous experience in an outbound calling, customer service, telesales, scheduling or logistics support role.
- Confident using CRM / order-management systems; strong attention to detail; ability to remain calm and professional under pressure.
- Organised and methodical; customer-first mindset; takes ownership; comfortable working to KPIs and daily call targets; a natural team-player within a branch environment.
Desirable Experience
- Experience within a distribution, logistics, delivery, FMCG, or field-service environment.
- Previous experience of route-based or pre-delivery calling.
- Working knowledge of route planning or transport scheduling systems.
- Experience handling objections, complaints, and customer retention conversations.
Skills & Competencies
- Excellent customer service skills; ability to work under pressure.
- Strong communication skills (written, verbal, listening).
- Highly flexible, adaptable, and self-motivated.
- Ability to work independently and as part of a team.
- Positive attitude, organisational skills, and attention to detail.
- Ability to manage a varied workload and meet deadlines.
- Consistent performance and achievement-oriented mindset.
Pay: £24,844.00 per year
Work Location: In person
