End Date: Thursday 21 May 2026
Flexible Working Options
Flexibility in when hours are worked.
Job Title
Delivery Management Advisor
Salary
£31,380 per annum
Location
Watford
Hours and Working Pattern
Full‑time, hybrid: at least three days per week, or 60% of time, at our Watford office. During the training period we ask new starters to be in the office five days a week until they are competent and fully trained unless an exception is requested.
Responsibilities
* Responsibility for all inbound and outbound interactions, putting ourselves in the driver’s shoes and owning any interaction through to completion, proactively chasing responses internally and externally where needed.
* Respond to all interactions articulately and professionally, providing all the information required the first time and continually reviewing what we do to look for improvements.
* Takes full accountability for the work and service delivered, striving to exceed KPIs and SLAs.
* Able to deliver difficult messages, using each opportunity to explain and educate.
* Makes calls instead of sending emails in the first instance where possible and takes time to understand driver needs.
* Manages internal and external systems, keeping information accurate and up to date.
* Flexible to take on bespoke and ad‑hoc tasks allocated by the Line Manager and assists with team training.
* Co‑ordinates multiple team responses to give a holistic response where required, with experience resolving complaints and difficult enquiries on the first interaction and becoming a champion empowered in first contact resolution (FCR).
Qualifications
* Experience of responsibility for all inbound and outbound interactions and always puts themselves in the driver’s shoes to see things from their perspective and owns any interaction through to completion, proactively chasing responses internally and externally where needed to complete a task.
* Responds to all interactions articulately and professionally, providing all the information required first time, and continually reviews what you are doing to look to make improvements and takes responsibility to find out if you don’t know the answer.
* Takes full accountability for the work and service you deliver, striving to exceed KPIs and SLAs.
* Able to deliver difficult messages, using each opportunity to explain and educate.
* Makes calls instead of sending emails in the first instance where possible and takes time to understand the driver needs.
* Manages internal and external systems, keeping information accurate and up to date.
* Is flexible to take on bespoke and ad‑hoc on tasks allocated by Line Manager and assists with team training.
* Co‑ordinates multiple team responses to give a holistic response where required, with experience resolving complaints and difficult enquiries with first interaction and to become Champions and is empowered in first contact resolution (FCR).
* Excellent verbal and written communication skills with a polite and professional telephone manner.
* Proactively looks for how to do the best job.
* Inquisitive nature which asks questions about context and impact.
* Manages self with strong organisational and time management skills.
* Thrives when working as part of a team and is motivated by and understands the importance of achieving targets.
* Ability to flex and prioritise to meet varied business pressures.
* High accuracy levels and attention to detail.
* Confident in handling conflict with the ability to explain how to others.
Benefits
* A generous pension contribution of up to 15%
* An 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
* A range of wellbeing initiatives and generous parental leave policies
Diversity and Inclusion
We focus on ensuring we are inclusive every day, building an organisation that reflects modern society and celebrates diversity in all its forms. We welcome applications from under‑represented groups and are disability confident. If you’d like reasonable adjustments to be made to our recruitment processes, just let us know.
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