Dispatch Manager

Cumbria Chamber; Grasmere; Remote; GBP 28,000 - 42,000; Full time

Job summary

Grasmere Gingerbread is seeking a hands-on Dispatch Manager to lead a busy mail order department, ensuring daily dispatch of orders and meeting urgent deadlines while maintaining exceptional customer service standards.

You will organise staffing for 6/7 days operation, direct the team to meet deadlines and quality, and liaise with the Operations Manager to support relief packers during peaks. Strong IT, Excel and logistics skills are essential.

Qualifications

• Exceptional attention to detail in all dispatch and packing tasks.
• Minimum 3 years’ experience in dispatch, logistics, warehouse or ecommerce fulfilment.
• Strong understanding of pick/pack workflows, parcel labelling and courier handover.
• Highly proficient in Microsoft Office and dispatch-related IT systems.
• Confident using order management, courier booking and parcel tracking platforms.

Responsibilities

• Process and execute the daily dispatch of orders.
• Organise staffing of the department enabling full operation 6/7 days a week.
• Direct the team to fulfill dispatch deadlines and meet quality standards.
• Liaise with Operations Manager to support relief packers during busy periods.
• Monitor staff performance and conduct staff reviews with Senior Management.

Skills

Attention to detail

Dispatch & logistics

Team supervision

Communication

Time management

Problem solving

GDPR/data handling

Excel (intermediate/advanced)

Courier platforms

Order management systems

Tools

Microsoft Excel

Order management systems

Courier booking platforms

Dispatch software

Stock/inventory systems

Job description

This is very much a ‘hands on’ management role within a busy mail orderdepartment. It incorporates several crucial elements and processes and isintegral to delivering the high standards, ethos and first-class customer serviceof Grasmere Gingerbread®. Key responsibilities include ensuring the efficientoperation and execution of the daily operational dispatch ofdomestic/international parcels to acute/rolling deadlines and to pro-activelyand supportively manage the team to deliver ‘the above’ effectively andefficiently. It is a position that demands an understanding and appreciation ofthe internal and external demands upon Grasmere Gingerbread®.

Meetingthese consistently has enabled the business to establish and maintain a globalreputation for excellent customer service.

Dispatch:

• Process and execute the daily dispatch of orders.

Management of mail order team:

• Organise staffing of the department enabling full operation 6/7 days a week.
• Give daily direction to the team to fulfill dispatch deadlines and meet company quality standards andcustomer expectations.
• Liaise with Operations Manager to further support and manage relief packers during busy periods.
• Monitor staff performance and action staff reviews in conjunction with Senior Management andcompany procedures.
• Deliver relevant staff training as and when required.

Communication:

• Communicate internally and externally at all levels and formats (face-to-face, telephone, email andletter) to build and maintain excellent relationships.
• Communicate regularly (daily) with bakery to ensure mail order requirements are fulfilled.
• Communicate internally with the rest of the team as and when required.
• Provide the Finance Manager with financial information as and when required (often to legaldeadlines).
• Gather and collate regular statistical mail order data for presentation to the Operation Manager,Directors & Ecommerce Manager.
• Provide regular operational up-dates for Operations Manager or, in his absence, the Directors.
• Communicate with external providers, e.g. couriers (account managers, customer support and drivers)and suppliers (where applicable) to build harmonious working relationships.
• Communicate with customers (individual/corporate) to meet the company’s ethos and standards andensure this is replicated by the rest of the team to deliver first-class customer service.
• Monitor and deal with negative issues, respond accordingly and record relevant data.
• Communicate with the Sales and Marketing Department in reference to the online shop.

Consumables:

• Liaise with Stock & Procurement Manager or, in their absence, Bakery/Operations Manager forstock requirements/issues.
• Maintain suitable stock levels for both saleable and consumable stock (mail order only) which takeinto account seasonal peaks and sales promotions by liaising with the Stock & Procurement Managerand the Sales & Merchandising Manager.

Technology and Data Management:

• Data management and compliance with GDPR across all areas.
• Ability to operate all courier software and execute courier software updates.

Finance:

• Process all relevant payments.
• Compile records of refunds and replacements for monthly submission to the Finance Manager.
• Monitor courier costs and communicate when changes/issues arise.
• Process refund claims with courier companies and keep records of these for quarterly submission to the Finance Manager.
• Alert Operations Manager or, in their absence, the Directors in the event of any payment systemfailures.
• Responsible for petty cash in the absence of the Finance Manager.

Websites & Digital:

• Ensure complete understanding of the company’s Terms and Conditions and that they are fullyadhered to.
• Liaise directly with Ecommerce Manager on any issue with website.
• Monitor and update stock on website in the absence of the Stock & Procurement Manager.
• Create and design marketing emails, link to site and email in absence of Sales & MerchandisingManager.

Promotion:

• Manage and execute dispatch of special or seasonal promotions working alongside Marketing &Sales, Procurement.
• Full responsibility for the mail order department building – security, housekeeping plus healthand safety of colleagues working in and others that may enter the building.
• Any other tasks as and when required by the Directors.

Skill Requirements

Person Specification:

As previously stated, the role of Dispatch Manager is very much a ‘hands on’ managerial role. It requires ahigh level of self-confidence, a commercial mindset, excellent communication skills, an analytical, organisedapproach and the ability to self-motivate and work independently and/or as part of a team.

Ultimately, theDispatch Manager relates to and interacts with the business as a whole to deliver excellent customer service.

The ideal candidate must demonstrate experience across ecommerce management, technology, distributionand possess strong logistics and staff management experience.

Essential skills and experience:

• Exceptional attention to detail in all dispatch and packing tasks.
• Minimum 3 years’ experience in dispatch, logistics, warehouse or ecommerce fulfilment.
• Strong understanding of pick/pack workflows, parcel labelling and courier handover.
• Highly proficient in Microsoft Office and dispatch‑related IT systems.
• Confident using order management, courier booking and parcel tracking platforms.
• Personable with first‑class customer service skills.
• Clear, effective communicator across written, verbal and digital channels.
• Highly organised with excellent time management.
• Able to manage and co‑ordinate multiple tasks simultaneously.
• Working knowledge of GDPR and secure data‑handling practices.
• Strong problem‑solving skills, particularly around courier delays or stock discrepancies.
• Experience supervising or coordinating small teams.
• Knowledge of courier performance metrics or dispatch KPIs.
• Experience improving dispatch processes or reducing error rates.
• Familiarity with stock control or inventory systems.
• Advanced Microsoft Excel (Intermediate–Advanced) and confident with formulas such as IF,VLOOKUP; macros.
• Microsoft Outlook, Word and PowerPoint.
• Cloud backup and Anti-virus software.
• Shipping and logistics software systems.