Job Description
- JOB TITLE: Delivery Management Advisor
- SALARY: £30,609 rising to £31,809 as of April 2026
- LOCATION: Watford
- HOURS: Full-time
- WORKING PATTERN: Hybrid – at least three days per week (or 60% of time) in the Watford office. During training, new starters work 5 days a week unless an exception is granted.
About This Opportunity
The successful candidate will work within the Order and Delivery Team, assisting in all areas of the department and providing excellent customer service. The role requires managing drivers’ expectations and liaising with dealers to ensure timely delivery of new cars. Key metrics are tied to delivery targets, so a dedication to consistent strong performance is essential.
Responsibilities
- Take responsibility for all inbound and outbound interactions, putting oneself in the driver’s shoes and owning the interaction through completion.
- Respond to all interactions artfully and professionally, supplying all necessary information the first time and continually seeking improvements.
- Take full accountability for the work and service delivered, striving to exceed KPIs and SLAs.
- Deliver difficult messages, using the opportunity to explain and educate.
- Make calls instead of sending emails when possible and understand driver needs.
- Manage internal and external systems, keeping information accurate and up to date.
- Be flexible to take on bespoke and ad hoc tasks assigned by Line Manager and assist with team training.
- Co‑ordinate multiple team responses to give a holistic response when required, resolving complaints and difficult enquiries at first contact (FCR).
Preferred Experience & Attributes
- Excellent verbal and written communication skills with a polite and professional telephone manner.
- Proactively looks for ways to improve performance.
- Inquisitive nature, asking questions about context and impact.
- Strong organisational and time‑management skills, managing oneself effectively.
- Thrives when working as part of a team and is motivated by achieving targets.
- Ability to flex and prioritise to meet varied business pressures.
- High accuracy levels and keen attention to detail.
- Confident in handling conflict and able to explain solutions to others.
Benefits
- Generous pension contribution of up to 15%
- Annual performance‑related bonus
- Share schemes including free shares
- Benefits you can adapt to your lifestyle, such as discounted shopping
- 22 days’ holiday, with bank holidays on top
- Range of wellbeing initiatives and generous parental leave policies
EEO Statement
Our focus is to ensure we’re inclusive every day, building an organisation that reflects modern society and celebrates diversity in all its forms. We want our people to feel they belong and can be their best, regardless of background, identity or culture. We welcome applications from under‑represented groups and are disability confident. If reasonable adjustments are needed to our recruitment processes, let us know.
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