Client Services & Logistics Manager

International Logistics Group; East Grinstead; Hybrid; GBP 42,000 - 62,000; Full time

Benefits offered by this job

Hybrid working 50/50

25 days holidays + Bank Holidays

Birthday leave

Free on-site parking

Electric car charging

Employee awards

Employee assistance programme

Job summary

International Logistics Group in East Grinstead is seeking a Client Services Manager to lead the client logistics function, overseeing a team of Senior and Client Logistics Coordinators and ensure exceptional service to fulfilment clients. This hands-on leadership role combines strategic oversight with people management to deliver service excellence.

You will coach the team, act as the senior escalation point, monitor KPIs and drive continuous improvements while collaborating with internal teams

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.
• Experience using CRM, ticketing and operational management systems.
• Strong analytical and problem-solving skills, with the ability to identify and drive improvements.
• Excellent organisational skills and the ability to manage competing priorities in a fast-paced environment.

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.

Skills

Client services

Logistics

People management

CRM

KPI analysis

Tools

CRM systems

Ticketing systems

Job description

International Logistics Group in East Grinstead is seeking a Client Services Manager to lead the client logistics function, overseeing a team of Senior and Client Logistics Coordinators and ensure exceptional service to fulfilment clients. This hands-on leadership role combines strategic oversight with people management to deliver service excellence.

You will coach the team, act as the senior escalation point, monitor KPIs and drive continuous improvements while collaborating with internal teams