Main purpose of the job:

This is very much a ‘hands on’ management role within a busy mail order department. It incorporates several crucial elements and processes and is integral to delivering the high standards, ethos and first-class customer service of Grasmere Gingerbread. Key responsibilities include ensuring the efficient operation and execution of the daily operational dispatch of domestic/international parcels to acute/rolling deadlines and to pro-actively and supportively manage the team to deliver ‘the above’ effectively and efficiently. It is a position that demands an understanding and appreciation of the internal and external demands upon Grasmere Gingerbread. Meeting these consistently has enabled the business to establish and maintain a global reputation for excellent customer service.

Salary: £32,000 - £35,000 per annum (dependent on skills, experience and relevant qualification)

Location: Grasmere, Lake District National Park (on-site role)

Days & hours of work: 5 days a week (split days due to a 6-day week operation, weekend off every 6 weeks) 8.30am – 5.00pm (30 mins for lunch).

Person Specification:

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

Desirable:

• 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.

Technology Requirements:

• Advanced Microsoft Excel (Intermediate–Advanced) and confident with formulas such as IF, VLOOKUP; macros.
• Microsoft Outlook, Word and PowerPoint.
• Mailchimp/Campaign Monitor.
• Shopify.
• EPOS systems.
• Cloud backup and Anti-virus software.
• Shipping and logistics software systems.

Benefits/Provision: We offer you the opportunity to work in the most beautiful part of the UNESCO Lake District National Park and as part of a successful, friendly family business that prides itself on its social responsibility and commitment to the charitable sector. The role includes a 3 month probationary period. The following benefits (points 1, 4, 5 & 7) after 3 months’ probationary period and point 2 after one year’s service:

1. Health policy with the option to add family members, including a cashback scheme for healthcare, everyday essentials and leisure spending.

2. A day’s pay on your birthday.

3. Free parking in Grasmere for non-residents.

4. ‘My Cumbria Card’, offering discounts on regional attractions and facilities.

5. Staff discount.

6. Paid external courses that support the role.

7. £50 worth of goodies of your choice.

8. Free refreshments and unlimited Grasmere Gingerbread while at work.

To note:

• A special confidentiality agreement must be signed as part of the appointment process.
• Additional working outside normal office hours may be required to meet the demands of the business.
• This on-site position is located in Grasmere and is not offered hybrid or remote.

Vision and Mission:

Our mission is to make ‘the best gingerbread in the world’ and deliver a truly unique sensory experience.

Our vision is threefold; to respect over 170 years of heritage, to protect the integrity of the brand, and to sympathetically grow the business to fulfil future customer expectation.

About us:

Grasmere Gingerbread is an iconic, third generation family business in the heart of the UNESCO Lake District National Park in Cumbria. Our core values are passion, trust, integrity, authenticity, excellence and respect.