Dispatch Manager eCom and Direct Dispatch

Dispatch Manager eCom and Direct Dispatch

Reports to: Head of Business OperationsDepartment: Dispatch / Business OperationsLocation: Operations / Dispatch SitesRole Type: Full-time

Role Purpose

The Dispatch Manager is responsible for the effective management of eCommerce and Direct Dispatch operations across UK, Northern Ireland, Republic of Ireland and Export schedules.

The role will ensure that all outbound dispatch activity is completed accurately, efficiently and in line with customer, business and carrier requirements. The Dispatch Manager will be accountable for dispatch performance, schedule control, carrier performance, service risk, team management and continuous improvement across the dispatch function.

The role will work closely with warehouse, customer service, sales, embroidery, IT and business improvement teams to ensure orders are dispatched on time, service failures are reduced and dispatch processes are continually improved.

Key Responsibilities

Dispatch Operations

• Manage the day-to-day running of eCom and Direct Dispatch operations.
• Oversee all dispatch schedules, including UK, NI, ROI and Export.
• Ensure outbound orders are processed, packed, labelled and dispatched accurately and on time.
• Monitor daily workload and ensure priorities are clearly communicated to the dispatch team.
• Ensure dispatch activity is aligned with business requirements, customer expectations and carrier deadlines.
• Manage dispatch risks, delays, backlogs and service failures.
• Escalate issues that may impact customer service, delivery performance or operational output.
• Ensure dispatch areas are organised, safe and operating efficiently.

Schedule Management

• Own and manage UK, NI, ROI and Export dispatch schedules.
• Ensure schedules are accurate, up to date and clearly communicated.
• Work with sales, customer service and warehouse teams to resolve shortages, back orders and schedule changes.
• Ensure dispatch teams understand daily and weekly priorities.
• Review schedule processes and identify ways to reduce administration, duplication and errors.
• Support improved visibility of orders, dispatch status and delivery risks.

Carrier and Service Performance

• Manage relationships and daily communication with carriers and delivery partners.
• Monitor carrier performance, missed collections, delivery delays and service failures.
• Investigate recurring carrier issues and agree corrective actions.
• Ensure dispatch processes meet carrier labelling, documentation and collection requirements.
• Review service failures and work with relevant departments to reduce repeat issues.
• Support the business in maintaining reliable and cost-effective outbound delivery performance.

People Management

• Lead, manage and support the dispatch team.
• Ensure team members understand their roles, responsibilities and performance expectations.
• Manage attendance, conduct, training, standards and daily performance.
• Support supervisors and team leaders in managing workload and team priorities.
• Identify training needs and ensure staff are competent in dispatch systems and processes.
• Promote a culture of accountability, teamwork, accuracy and customer focus.
• Address poor performance or process non-compliance in a timely and appropriate manner.

Process Improvement

• Review dispatch processes and identify opportunities to improve efficiency.
• Reduce manual work, duplicated administration, errors and avoidable delays.
• Work with the Business Improvement and Performance Manager to improve dispatch workflows.
• Support OrderWise improvements relating to dispatch, shipping, schedules and reporting.
• Create and maintain SOPs for key dispatch processes.
• Support standardisation of dispatch processes across eCom and Direct Dispatch.
• Ensure improvements are embedded and followed consistently by the team.

Reporting and Performance

• Monitor key dispatch KPIs and provide regular updates to the Head of Business Operations.
• Track dispatch volumes, on-time dispatch, service failures, errors and carrier performance.
• Identify trends, risks and areas of underperformance.
• Agree corrective actions and follow up to ensure completion.
• Support weekly and monthly performance reviews.
• Provide clear updates on dispatch risks, operational pressures and improvement actions.

Compliance and Standards

• Ensure dispatch documentation is accurate and complete.
• Ensure Export, ROI, NI and UK dispatch requirements are followed correctly.
• Maintain high standards of housekeeping, safety and organisation within dispatch areas.
• Ensure staff follow safe working practices and company procedures.
• Work with SHEQ where dispatch processes have health, safety, environmental or compliance implications.
• Ensure dispatch processes support customer service, audit and business requirements.

Key Performance Measures

• Orders dispatched on time.
• Accuracy of UK, NI, ROI and Export schedules.
• Reduction in dispatch delays.
• Reduction in dispatch errors and rework.
• Carrier collection and delivery performance.
• Reduction in customer service escalations linked to dispatch.
• Team productivity and attendance.
• Schedule accuracy and communication.
• Improvement actions completed within agreed timescales.
• Compliance with dispatch procedures and documentation requirements.

Person Specification

Essential

• Experience managing dispatch, logistics, warehouse, transport or outbound operations.
• Strong understanding of dispatch processes, carrier requirements and service performance.
• Experience managing teams in a fast-paced operational environment.
• Strong organisational and planning skills.
• Ability to manage multiple schedules and changing priorities.
• Good communication skills with the ability to work across departments.
• Strong attention to detail and accuracy.
• Ability to identify problems, make decisions and follow through on actions.
• Confident using systems, reports and operational data.

Desirable

• Experience in eCommerce dispatch or direct-to-customer fulfilment.
• Experience managing UK, NI, ROI or Export dispatch activity.
• Experience using OrderWise or a similar ERP / warehouse management system.
• Knowledge of carrier platforms, shipping labels and export documentation.
• Experience creating SOPs or improving operational processes.
• Previous experience supporting process improvement or system change.

Skills and Competencies

• Leadership and team management
• Dispatch and logistics knowledge
• Schedule management
• Problem solving
• Communication
• Attention to detail
• Performance management
• Process improvement
• Systems awareness
• Customer focus
• Accountability
• Ability to work under pressure

Summary

The Dispatch Manager will play a key role in ensuring that eCom and Direct Dispatch operations run efficiently across UK, NI, ROI and Export. The role is responsible for managing schedules, people, carrier performance, dispatch accuracy and service risk, while also supporting improvements that strengthen the overall dispatch operation.

WHJS1_NI

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