Client Services Lead - Logistics & Customer Excellence

ILG (International Logistics Group Ltd); East Grinstead; Hybrid; GBP 55,000 - 75,000; Full time

Benefits offered by this job

Pension

Life Assurance

Healthshield Cash Plan

Discount Perks

25 days holiday

Free on-site parking

Electric car charging

Job summary

ILG (International Logistics Group Ltd) is seeking a Client Services Manager to lead the client logistics function, overseeing a team of Senior and Client Logistics Coordinators and ensuring exceptional service to fulfilment clients.

This hands‑on leadership role combines operational oversight with people management to meet objectives, drive continuous improvement and deliver outstanding customer outcomes. A discretionary bonus and hybrid working up to 50/50 after probation are available.

Qualifications

• Experience in client services, logistics, fulfilment or a similar customer‑focused environment.
• Proven people management experience with the ability to motivate, coach and develop high‑performing teams.
• Strong communication, relationship‑building and stakeholder management skills.
• Confidence managing customer escalations and delivering positive outcomes.

Responsibilities

• Lead, coach and develop the Client Services team to achieve high levels of performance and engagement.
• Act as the senior escalation point for client issues, ensuring timely and effective resolution.
• Oversee service delivery, ensuring SLA and KPI targets are consistently met.
• Build strong client relationships and support service reviews, action plans and continuous improvement initiatives.
• Collaborate with internal teams to ensure seamless operational delivery and issue resolution.
• Monitor performance metrics, identify trends and implement service improvements.
• Support the onboarding of new clients and their transition into operational service.
• Produce regular reporting on team performance, customer satisfaction and operational KPIs.
• Discretionary company bonus scheme.
• Following successful probation period opportunity for hybrid working in line with ILG policy up to 50/50 remote / office working.
• Pension, Life Assurance, Healthshield Cash Plan and Discount Perks.
• 25 days holiday (plus Bank Holidays) with the option to buy/sell holiday.
• Free on‑site parking, with electric car charging at certain locations.
• Range of employee awards.
• Employee assistance programme to promote mental health wellbeing.
• Cycle to work scheme.
• Enhanced maternity and paternity leave.

Skills

Leadership

Client relations

Stakeholder management

CRM systems

Analytical thinking

Tools

CRM

Ticketing systems

Operational management

Job description

ILG (International Logistics Group Ltd) is seeking a Client Services Manager to lead the client logistics function, overseeing a team of Senior and Client Logistics Coordinators and ensuring exceptional service to fulfilment clients.

This hands‑on leadership role combines operational oversight with people management to meet objectives, drive continuous improvement and deliver outstanding customer outcomes. A discretionary bonus and hybrid working up to 50/50 after probation are available.