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
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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
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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:
