Dispatch Manager eCom and Direct Dispatch TLNT1_NI

Dispatch Manager eCom and Direct Dispatch

Reports to:

Head of Business Operations Department:
Dispatch / Business Operations

Location:

Operations / Dispatch Sites Role 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 Order Wise 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…