Life at Dawleys
Award winning culture
Culture is the
heartbeat of Dawleys
At Dawleys, culture isn’t a poster on the wall, it’s how we work, how we lead and how we deliver. Rooted in our six core values, it defines who we are, drives every decision and inspires us to give our very best.
We are team Dawleys
We love our customers
We are ready, willing and able
We never stop learning
We are proactive
We have fun
For over 35 years, we’ve been trusted by clients across the UK, Europe and the USA to deliver outstanding outsourcing solutions in contact centre support, data management and fulfilment services. But the real reason people choose Dawleys is simple: our people, our superpower.
Dawleys is driven by people
Our purpose is clear: to improve lives through exceptional customer service
“Our team is our superpower. We train our team to listen deeply, understand quickly and act with ownership. Our teams are trained not just in systems, but in empathy.
And through regular feedback loops, performance reviews and client conversations, we constantly refine and evolve our services.“
Sally Gibson, Managing Director, Dawleys
Key Stats
For over 36 years in Ross-on-Wye, we’ve grown to a team of over 60 with an employee NPS of 60 and a customer NPS of 94. We reinvest £1.5m annually into the regional economy, source 40% of our suppliers locally and are proud winners of Business of the Year and Leading Employer of the Year 2025.
36+ years in Ross-on-Wye
eNPS score of 60
60+ employees
NPS score of 94
40% of suppliers sourced locally, £1.5m reinvested annually into the regional economy
Awarded Business of the Year and Leading Employer of the Year 2025, Commitment to the Community 2024
Life at Dawleys:
A place where High Performers Thrive
At Dawleys, people feel valued, supported and challenged. We grow our leaders from within through initiatives like the Shadow ExCo programme and the Dawleys Academy and we celebrate everyday excellence through our WOW Board, where our team recognise each other for living our values.
“Great team spirit, lots of recognition when something WOW happens.”
Luke Beard, Client Services Director
With over 20 years of experience at the company, Luke Beard began his career in the Datacapture team before steadily progressing through a variety of roles. His dedication, expertise and leadership have seen him rise to his current position as Client Services Director, where he continues to drive exceptional service and build strong client relationships.
“The culture, teamwork and opportunities for development are all excellent.”
Lucy Yemm, Head of Customer Experience
With over 10 years of service, Lucy Yemm began her career in the Contact Centre and has progressed to become Head of Customer Experience. Her deep understanding of customer needs and passion for delivering outstanding service makes her a driving force behind the company’s customer-focused approach.
The Dawleys Way.
Amazing things happen when we have fun at work
Our whole team share our vision and values. We have created an environment where everyone can develop and be the best version of themselves.
We value training and development, and while we offer fantastic benefits, we also believe that work should should be fun. A friendly team atmosphere, a focus on wellbeing and plenty of laughter help make Dawleys a truly great place to work.
“There are always opportunities for progression.”
Josh Jones, Warehouse Team Leader
Josh Jones has been with the company for over 4 years, starting his career in the warehouse before progressing to his current role as Warehouse Supervisor. His hands-on experience and commitment to excellence make him a key part of the team’s success.
“I feel valued here – it’s great to work somewhere that listens and encourages new ideas.”
Becci Smith, Productivity Manager
Becci Smith has been with the company for over 4 years, starting in the Contact Centre before progressing to her current role as Head of our dedicated Client Sales Teams. Her drive and commitment have been key to building strong client relationships and delivering sales success.
Our People in Action
Partnering with Dawleys isn’t just about outsourcing tasks; it’s about unlocking the full potential of your business. Our teams deliver smart, efficient and personalised solutions that strengthen your brand, delight your customers and drive growth.
Here’s how we make it happen:
Customer Experience
Our Customer Experience team is our clients dedicated link to Dawleys. They take the brief, translate it into action and coordinate the right people across our business to deliver results. Their job is simple: to make working with Dawleys effortless and effective.
Data Management
Our Data Management team turn information into insight. From secure storage and cleansing to research, enhancement and analysis, they unlock the full potential of data so it drives smarter decisions and sharper performance.
Fulfilment services
Our Fulfilment team blend smart technology with a personal touch. Every order is picked, packed and dispatched with care, ensuring stock is managed efficiently and customers receive the right products on time, every time.
Contact Centre
Our Contact Centre team are frontline Brand Ambassadors. Every call, email and chat is handled with empathy, professionalism and precision working as a trusted partner. With advanced training and smart systems, our team protect brand reputation, delight customers and build loyalty with every interaction.
Award-winning for a reason
Dawleys is proud to be recognised by the Herefordshire & Worcestershire Chamber of Commerce as Business of the Year and Leading Employer of the Year 2025, as well as Highly Commended for Excellence in Customer Service. In 2024, we also won Commitment to the Community, celebrating our dedication to local causes and people. These awards remind us why we do what we do: to serve clients brilliantly, look after our team and make a difference in our community.
Community matters
Community isn’t a box we tick, it’s part of our identity. For over 35 years we’ve been proud to play an active role in Ross-on-Wye and Herefordshire, giving back in ways that make a lasting difference.
Through the Dawleys Foundation, our employees choose the charities and initiatives we support, from St. Michael’s Hospice, Acorns and The Little Princess Trust to Warm Welcome Ross and the Community Larder.
We’re proud to be front-of-shirt sponsors of Hereford FC’s men’s, women’s and youth teams and we also sponsor junior and walking football clubs.
We reinvest locally, sourcing over 40% of our supplies within 30 miles and every December, our Christmas Lights display transforms our Ross-on-Wye offices into a festive landmark.
For us, community matters because it’s where we live, work and belong. Supporting it isn’t optional, it’s the Dawleys way.
Join the Team
Are you motivated? Curious? Someone who thrives in a culture that combines high standards with high support?
We’re proud winners of the Leading Employer of the Year 2025 award, and we’re always on the lookout for people who want to be part of a culture that thrives on teamwork, growth, and delivering results.
"*" indicates required fields
ISO14001: Environmental Management helps Dawleys manage waste, reduce our carbon footprint and environmental impact.
Our Green Credentials
At Dawleys, growth and sustainability go hand-in-hand.
By embedding ISO 14001, the international standard for environmental management, we’ve proven that greener really is smarter.
How we make it happen
Sustainability is built into everything we do – from solar power and smarter lighting to zero-to-landfill waste and eco-friendly packaging. Every step reduces our impact, saves resources, and makes our operations leaner and more efficient.
Why it Matters
Our ISO14001 accreditation isn’t just a certificate on the wall – it’s a promise to our clients, partners, and community. It ensures transparency, compliance and continuous improvement, delivering real value for clients through lower energy use and greener supply chains.
Growth, Responsibly
At Dawleys, sustainability isn’t a side project – it’s the way we grow together. With 100% of waste diverted from landfill and over 6.2 tonnes of cardboard repurposed each year, we’re turning good practice into lasting progress for our people, clients and community.
We’re fully accredited
We’re proud to be fully accredited for quality, security and sustainability, giving you peace of mind you are in safe hands.
ISO-certified for quality, security and environmental responsibility through ISO27001, ISO9001 and ISO14001.
Cyber Essentials helps Dawleys prevent cyber threats and proves our commitment to cyber security.
Call Centre Management Association helps Dawleys share best practice to deliver excellence.
ISO9001: Quality Management provides Dawleys with a system, driven by customer needs, of continual assessment and service improvement. It provides our clients with the assurance that they will consistently receive a quality service.
ISO27001: Information Security Management provides policies and procedures needed by Dawleys to protect information and includes all the risk controls (legal, physical and technical) necessary for a robust IT security management system.
ISO14001: Environmental Management helps Dawleys manage waste, reduce our carbon footprint and environmental impact.
Cyber Essentials is a government-backed scheme that helps Dawleys to guard against the most common cyber threats and affirms our commitment to cyber security.
Call Centre Management Association for call centre professionals helps Dawleys share best practice and experiences to deliver business excellence.
Innovating the Dawleys Way
Building on over 35 years of growth and service, embracing technology, developing talent and putting people at the heart of progress
Our future is about growth, innovation and opportunity. We’re embracing AI and smart technologies to enhance how we manage data, support customers and drive efficiency; always with the human touch at the heart of service.
We’re developing our Dawleys Academy and Future Leaders programme to build on our existing team development programmes.
Through the Dawleys Foundation, we’ll continue to expand our community impact, empowering employees to support the causes that matter most to them. For high performers, this means being part of a company that welcomes new ideas, encourages innovation and creates clear pathways to grow and succeed.
Insights on delivering an
Award Winning culture in the workplace
Discover how the Dawleys community lives and breathes exceptional service every day
How life at
Dawleys has evolved
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.
“Dawleys truly care for their staff, we feel more like family than just colleagues. I’ve never
Dawleys Employee – latest eNPS survey
worked anywhere that values its people so highly.”
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 Contact Centre, eCommerce Fulfilment and Data Management solutions.
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.
“The people are friendly, approachable, and always willing to help, which makes day-
Dawleys Employee – latest eNPS survey
to-day work enjoyable.”