Culture at Dawleys

We believe our culture shapes and defines who we are as a company, which is why it’s so important to us. Our culture, core values and guiding principles are at the centre of what makes Dawleys the company it is and form the foundation we base our ethos and decisions on.

What makes us Dawleys?

Our core values are the compass that guides our decision-making and our ethos.

About us

Dawleys started in 1989 as a one-man consultancy for the newly emerging database marketing industry, offering one service to one blue-chip client. By 1991, with three employees, we had become a limited company, based in a rented office over a shop in Ross-on-Wye.

Fast forward to the present day and Dawleys is now one of the largest employers in the area, with an unwavering commitment to excellence, innovation and community engagement. We remain deeply committed to our local community, actively supporting charities and sponsorships. We are passionate about making a positive impact in Herefordshire.

Founded on the principles of a can-do attitude, dedication and integrity, we have not only survived but thrived in the ever-evolving business landscape. We are a business process outsourcer providing boutique-designed solutions to deliver exceptional customer service through our range of eCommerce Fulfilment, omni-channel Customer Services and Data Management teams.

Innovation is at the core of Dawleys’ success. We continually review new technologies and foster a culture of creativity among our employees. Our pioneering solutions and services have positively impacted our customers and improved our operations through the adoption of sustainable practices. We enjoy high customer and employee retention and are extremely proud of our company and our legacy within the community. As for that original client back from 1989, they are still with us today.

Customer experience team

Our Customer Experience team are the face of Dawleys, representing Dawleys and our range of services to our clients, and liaising with the teams within Dawleys to efficiently deploy campaigns and services on behalf of their clients. We have a complex relationship with our clients where our team become part of our client’s team, representing their company and their brand.  A service we best perform when we work in a trusted partnership with our client.

Data management team

Our Data Management team are experts in all things data from effective data collection, secure storage, data cleansing and updating, data research through to data analysis and insights.  Our team can help you build customer databases, assist with secure storage and analytics and help our clients realise the full potential of one of their biggest assets – customer data.

ecommerce fulfilment team

To offer a bespoke eCommerce Fulfilment service, our warehouses are streamlined to be as efficient as possible with a combination of technology and hand selection. Our team manages the pick, pack and despatch as well as the stock management processes for our eCommerce clients.

Contact centre team

Our Contact Centre team is filled with multiple teams of agents who specialise in sales and customer care as well as inbound and outbound business calls. The contact centre is a sophisticated unit and our team receives extensive training to ensure they are fully able to represent and promote the brands of our clients. We offer a comprehensive training and development programme, and while technology is used to improve the customer experience, we ensure it never takes the place of in-person communication.

Key team members

Sally Gibson

My role is to provide a clear vision and leadership for Dawleys to enable us to provide excellent customer service solutions for our customers whilst nurturing a fantastic work environment for the team.  Navigating the ever-changing landscape of e-commerce and customer service excellence we constantly review and adapt to meet our clients demands.  This adaptability, coupled with our commitment to provide tailored end-to-end services for each client and project, has been key to Dawleys’ continued success. I place huge value on listening to and understanding our clients’ aims and ideas, so that we can effectively represent their brand in everything we do for them.  Overall, we aim to not only meet but exceed their expectations.

Away from the office, I embrace my creative side, through photography, gardening and painting and recently qualified as a landscape garden designer.

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Dominic Parckar

In 1989 my late father Roger Parckar started Dawley Services with his wife Jill, a year later in 1990 I became employee No.3 and in 1991 Dawleys became an incorporated Limited Company.

In those 32 years, I have worked in all areas of the business – datacapture, warehouse, HR, payroll, finance and pretty much everything in between – however it is in IT where my passion lies.

While my responsibilities as Director and co-owner are all encompassing, nothing quite excites me as much as the business technology that I have seen evolve first hand from the early days of the PC to the cloud computing that we all now take for granted.

Whether its ISO compliance, GDPR or the inescapable basics of IT like crawling around under desks routing cables – my passion is bringing innovative technology to Dawleys that can deliver tangible benefits and new opportunities for our clients, our business, and of course our remarkable staff.

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Luke Beard

Having worked for Dawleys since October 2004, I have a great understanding of all areas within the business, this is crucial when carrying out work for clients. Currently, I am overseeing the Client Services department, looking after some of the organisation’s biggest clients along with working on new business and onboarding new clients. I thrive on the pressure, variety, deadlines and meeting clients expectations. Managing multiple teams within Dawleys means I have to be well organised to make sure all work is completed by all teams to the required deadlines.

Outside of work I’m a grassroots football coach for Ross Juniors FC U10’s which my son Alfie plays for. Other than this I spend a lot of time with my children, my partner and I try to keep fit.

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Dave Hopson

Since joining Dawleys in 2008 I’ve enjoyed working on a wide range of projects in my role as Finance Manager. Part of Dawleys success is down to its flexibility to adapt to each client’s requirements and this has enabled me to become involved with many of our clients and their projects during planning, onboarding and providing operational assistance to ensure we deliver exactly the right service at the right price.  Everyone has a very hands-on approach and I love the variety this offers me.  I’ve even been known to help out on the forklift when needed – and yes, I am fully licensed for it!

Outside the office, I enjoy spending time on the golf course, socialising and walking the dogs.

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Gemma Williams

Within my role I get to experience every aspect of Dawleys by liaising with all departments within the company, to ensure my client’s needs, requests and goals are met. I enjoy watching a small client grow and helping a large client maintain the high standards they are used to seeing. The range of clients that I work with means that every day can be different bringing variety to my role.

When I’m not at Dawleys you will find me running my children around for their various sporting activities and busy social life or with my wellies on helping out on the family farm.

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Rebecca Schnier

Being a Canadian, I offer a unique viewpoint to the Dawleys team as someone who is relatively new to the United Kingdom. This fresh perspective allows me to bring innovative ideas and insights to the table. Adapting to a new environment has equipped me with the ability to think outside the box and approach challenges with a different mindset. In my role as a Dawleys Client Relationship Manager, I am dedicated to cultivating enduring, trustworthy relationships with our clients. Drawing on my educational background in Visual Arts and work history in Customer Service, I am committed to proactively identifying our clients; needs and delivering customised, creative solutions through collaboration with internal Dawleys teams.

During my free time, I enjoy searching for a new online game to play, delving into a fantasy book, or taking Max the Dalmation for a walk with my partner. Since relocating across the pond, I am eager to make the most of the opportunity to explore the United Kingdom and neighbouring countries.

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Leigh-Ann Cowles

As Dawleys Key Account Manager I oversee one of Dawleys largest clients. I love the variety this role brings, moving from; sales, to data, to campaign setups, to managing multiple teams. With a degree in Psychology and a person-centred nature, I pride myself on being a personable manager who is on hand to support both the client and my teams. I enjoy being part of the jigsaw which turns the client’s ideas into reality. Through listening to and understanding their goals and working with great teams of people, I endeavour to make Dawleys the go-to provider for all client needs by providing a stress-free, seamless experience.

Away from my desk, you’ll find me sporting a mum bun whilst I juggle mum life! Since welcoming my daughter into the world in 2020 life outside of work is now filled with learning nursery rhymes, finding ways of hiding veg into meals… and wrestling an alligator each morning when clothes are seen as the enemy.

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Hannah Francis

Since joining Dawleys in 2005, I have worked in many aspects of the company progressing through various roles to become the HR and Admin Manager. I’ve loved the journey so far and the opportunities that I’ve been given to grow and develop. In my current role I focus a lot of my time on recruitment and onboarding, welcoming new recruits and helping them ease into their new careers at Dawleys and embrace the Dawleys culture.

Outside of the office, I dedicate my time to my young family, embracing all the joys and challenges of parenthood.

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Dion Jenkins

My work focuses on database management, marketing campaigns and contact centre liaising. Having previously worked for our fulfilment clients also, I have seen a good range of our services in a relatively short space of time. Dawleys’ variety of business relationships presents new challenges to overcome every day; for someone who likes to keep busy, this has been a fantastic part of the job.

Joining Dawleys has allowed me rapid professional and personal development as part of the Client Services team. Working as an Account Executive, reporting initially to Gemma and now Leigh-Ann, who both know the company inside out, has been invaluable in gaining knowledge in our operations. I hope to progress within the company in the long term as my ambition has been encouraged right from the start.

As a big people person, when not at work I like to socialise with my friends and play football. I am also a part-time DJ.

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Shannon Harris

Having worked at Dawleys for over 12 years the majority of my time has been within the datacapture team; however since January 2023 I have taken on a different challenge, where I am now part of Client Services where I have the opportunity to work more directly with clients and broaden my knowledge of the inner workings of the company.

When I’m away from the office you will usually find me relaxed under a blanket while playing a video game, or curled up and watching a movie with my dog.

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Our awards

Dawleys is proud to be a highly award-winning company with many prestigious awards to our name including Employer of the Year and Medium to Large Business of the Year in the Herefordshire Business Awards. We have been finalists in the local Chamber awards for excellence in customer service.

When a client partners with Dawleys they experience the difference of working with a supplier who genuinely loves their customer and cares about their business. As we become part of our client’s team we work side-by-side representing their brand and business. We are a strategic partner trusted to deliver exceptional customer service.

Community matters

We are a company that takes pride in being not only connected to but also involved in the local community in many ways. By ordering many of our supplies from companies within a 30-mile radius, we support our local business community whilst reducing our carbon footprint. We know how important being part of the community is for us as a company and have many relationships with local charities and schemes; we are proud to be Hereford FC’s front of shirt sponsor for both the men's and newly formed women’s teams and love creating the Christmas lights drive-by spectacle every year at our premises in Ross-on-Wye. Read more about our community involvement on our news page.

Proud sponsors of Hereford FC

We have been the front of shirt sponsor for Hereford Football Club since 2019.  In 2023 we were delighted to also be the front of shirt sponsor for the newly formed women’s team. Our founder and former Chairman, Roger Parckar, was a huge football fan and a keen follower of Hereford FC and we continue to sponsor the teams as his legacy. Every year, we also participate in the Roger Parckar Memorial charity football tournament to raise money for charity – connecting to our local community and our charity work.

Join the team

As an up-and-coming business that is exciting to be part of, we would encourage you to explore how becoming part of Team Dawleys could accelerate your career in a new and exciting way. If you feel our culture and community are something you align with and would be excited to join, why not check out our current vacancies? We’re always looking for fresh, talented individuals to join the Dawleys family, and the perfect career could be waiting for you here. Find out more on our Careers page.

Latest news

We are keen to keep clients updated with our most recent events and activities as well as offering useful advice and more.

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Funky Hair Day

Funky Hair Day Fundraiser

On Thursday 7th March, our Key Account Manager Leigh-Ann Cowles donated 30cm of her hair for The Little Princess Trust.

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