Overview
The Home Delivery Network’s purpose is to provide Dunelm customers with an exceptional delivery experience by ensuring quality two-person furniture is delivered safely, efficiently, and cost-effectively.
As a Customer Liaison – 9 month Maternity Cover you will act as a key point of contact between customers, drivers, depots, and logistics partners to support the smooth operation of the Daventry Home Delivery Network site. Responsibilities include handling customer enquiries, resolving delivery issues, rebooking deliveries when required, and keeping customers informed of delivery schedules and updates.
You will work closely with drivers and depot teams to ensure effective communication and a positive customer experience. In addition, you will support the depot with a range of administrative duties, contributing to the efficient day‑to‑day running of operations while maintaining a strong focus on customer satisfaction and service excellence.
What you’ll be doing
- Liaise with drivers to identify deliveries that require rescheduling and obtain accurate delivery updates.
- Work closely with the Warehouse Supervisor to coordinate and manage rescheduled deliveries.
- Keep customers informed of delivery times, delays, and any changes to their delivery arrangements.
- Contact customers proactively to arrange alternative delivery dates and times when required.
- Deliver a high standard of customer service, ensuring all enquiries are handled professionally and efficiently.
- Escalate complex customer queries or issues to the Central Customer Service Team when appropriate.
- Handle telephone enquiries in a polite, professional, and efficient manner.
- Build positive relationships with customers and ensure every interaction leaves them with a favourable impression of Dunelm.
- Support the smooth day‑to‑day operation of the Home Delivery Network through effective communication and administrative support.
- Resolve customer concerns wherever possible, demonstrating empathy, problem‑solving skills, and a customer‑focused approach.
What we’ll look for in you
- Be accountable, reliable, and take pride in delivering high‑quality work.
- Demonstrate excellent communication and interpersonal skills when working with customers and colleagues across the business.
- Put customers at the heart of everything you do, supporting Dunelm’s purpose of creating the joy of being at home.
- Be punctual, dependable, and able to work effectively to deadlines while taking ownership of your responsibilities.
- Have strong organisational skills and the ability to prioritise administrative tasks in a fast‑paced environment.
- Follow a methodical, practical, and common‑sense approach to your work.
- Work collaboratively with colleagues, offering support and contributing positively to team success.
- Use strong problem‑solving skills and sound judgement to resolve issues and identify effective solutions.
- Show initiative and confidently explain and justify priorities when managing multiple tasks.
- Be adaptable, flexible, and culturally aware, embracing change and working respectfully with colleagues from diverse backgrounds.
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