Home Delivery Support Manager

Dreams Ltd; Huntingdon; On-site; GBP 28,000 - 36,000; Full time

Benefits offered by this job

Staff discount

Private healthcare

Wellbeing resources

L&D opportunities

Bonus potential

Job summary

Dreams Ltd is seeking a Service Support Manager to coach and support our Delivery Drivers, Assistants, and Warehouse Operatives, ensuring smooth customer journeys and high service standards. You will lead performance, manage stock, and recruit/train new team members from Monday to Friday, 1pm–10pm.

You will report on KPIs, liaise with suppliers, and drive continuous improvement while maintaining brand standards and delivering excellent customer service.

Qualifications

• An experienced Team Leader or Supervisor who knows how to coach, develop and bring out the best in people.
• Confident and positive communicator with cross-team relationship skills.
• Organised, proactive and able to balance multiple priorities in a busy operational environment.
• Customer-focused and passionate about delivering high standards.
• Comfortable using Microsoft Office and other systems to maintain information and produce clear reports.
• Confident interpreting performance information and using it to keep the team on track.
• Calm, supportive and solutions-focused when challenges arise.
• Experience in a similar industry or operational environment is desirable.

Responsibilities

• Lead, coach and motivate the delivery team to provide outstanding customer service and achieve performance targets and KPIs.
• Keep daily performance information accurate and up to date, sharing clear reports and priorities with the team.
• Oversee stock moving into and out of the service centre, maintaining accurate inventory records and highlighting shortages or issues.
• Liaise with UK suppliers and reconcile booking-in requests through internal systems.
• Set clear expectations, communicate team goals and identify opportunities for development and skills training.
• Support the recruitment, onboarding and training of new team members.
• Help colleagues resolve day-to-day queries while ensuring work meets our quality standards and guidelines.
• Lead team meetings, share best practice and keep everyone focused on operational goals.
• Maintain high standards across the working environment and ensure our brand is represented brilliantly.
• Support customers with enquiries and complaints, working to reach a positive and professional resolution.

Skills

Team leadership

Coaching

Communication

Organization

Customer focus

MS Office

Tools

Microsoft Office

Job description

The Role

Your dream role

As a Service Support Manager, you'\'ll coach, motivate and support our Delivery Drivers, Assistants, and Warehouse Operatives to provide outstanding service. From keeping stock and performance on track to helping your team be their best, you'\'ll play a key role in making sure every customer's journey towards a better night's sleep runs smoothly. Working Monday to Friday 1pm - 10pm.

How\'you\'ll help the nation sleep better

• Lead, coach and motivate the delivery team to provide outstanding customer service and achieve performance targets and KPIs.
• Keep daily performance information accurate and up to date, sharing clear reports and priorities with the team.
• Oversee stock moving into and out of the service centre, maintaining accurate inventory records and highlighting shortages or issues.
• Liaise with UK suppliers and reconcile booking-in requests through internal systems.
• Set clear expectations, communicate team goals and identify opportunities for development and skills training.
• Support the recruitment, onboarding and training of new team members.
• Help colleagues resolve day-to-day queries while ensuring work meets our quality standards and guidelines.
• Lead team meetings, share best practice and keep everyone focused on operational goals.
• Maintain high standards across the working environment and ensure our brand is represented brilliantly.
• Support customers with enquiries and complaints, working to reach a positive and professional resolution.

The Person

• An experienced Team Leader or Supervisor who knows how to coach, develop and bring out the best in people.
• A confident and positive communicator who can build great relationships across the business.
• Organised, proactive and comfortable balancing different priorities in a busy operational environment.
• Customer-focused and passionate about delivering consistently high standards.
• Comfortable using Microsoft Office and other systems to maintain information and produce clear reports.
• Confident interpreting performance information and using it to keep the team on track.
• Calm, supportive and solutions-focused when challenges arise.
• Experienced in a similar industry or operational environment, although this would be desirable rather than essential.

In return, we offer you

• Competitive pay and bonus opportunities.
• Generous staff discount, plus savings on restaurants, holidays and shopping.
• 24-hour Retail Trust helpline and wellbeing resources.
• Buy-in schemes for extra holiday, private healthcare, or savings and loans.
• Learning and development opportunities to help you grow your career with Dreams.

About Dreams

What makes Dreams different

Since 1985, we've been making bedtimes better, and we're not hitting the snooze button anytime soon. Backed by Somnigroup, the world's largest bedding provider, we sell over 14,000 mattresses, bases and headboards every week.

You'll join the expert delivery team behind those orders, in a friendly and supportive environment where every dreamer makes a difference. If you're bonkers about beds, keen on your kip and passionate about people, Dreams could be the perfect place for you.

Dreams. Love your job.