Client Services Manager — Hybrid (Remote/Office) Growth Lead

Webrecruit; East Grinstead; Hybrid; GBP 65,000 - 85,000; Full time

Benefits offered by this job

Bonus scheme

Hybrid working (up to 50/50 remote/ons

Pension

Life Assurance

Healthshield Cash Plan

25 days holiday

Birthday leave

Free on-site parking

Employee awards

Regular social events

Employee assistance programme

Cycle to work scheme

Enhanced maternity and paternity leave

Job summary

ILG is seeking a Client Services Manager to lead the client logistics function and a team of Senior and Client Logistics Coordinators. You will ensure exceptional service for fulfilment clients, drive operational excellence, and foster a culture of continuous improvement with hands-on leadership.

You will handle escalations, monitor SLA/KPI performance, build strong client relationships and collaborate with internal teams to deliver seamless service.

Qualifications

• Experience in client services, logistics or fulfilment in a customer-focused environment.
• Proven people management experience with the ability to motivate, coach and develop teams.
• Strong communication and stakeholder management skills.
• Experience with CRM, ticketing and operations management systems.
• Analytical and problem-solving skills with drive for improvements.

Responsibilities

• Lead, coach and develop the Client Services team to achieve high 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.
• 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

People management

Client services

Logistics

Stakeholder management

CRM systems

Analytical thinking

Tools

CRM software

Ticketing systems

Operations management tools

Job description

ILG is seeking a Client Services Manager to lead the client logistics function and a team of Senior and Client Logistics Coordinators. You will ensure exceptional service for fulfilment clients, drive operational excellence, and foster a culture of continuous improvement with hands-on leadership.

You will handle escalations, monitor SLA/KPI performance, build strong client relationships and collaborate with internal teams to deliver seamless service.