Client Services Manager – Wholesale

International Logistics Group; East Grinstead; Hybride; GBP 42 000 - 62 000; Plein temps

Avantages offerts par ce poste

Hybrid working 50/50

25 days holidays + Bank Holidays

Birthday leave

Free on-site parking

Electric car charging

Employee awards

Employee assistance programme

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

Client services

Logistics

People management

CRM

KPI analysis

Outils

CRM systems

Ticketing systems

Description du poste

Hours: 40 hours per week, Monday to Friday, 8am – 5pm or 9am – 6pm

An award-winning, market-leading3PL (third party logistics provider) ILG specialisesin high-qualityorder fulfilmentand delivery services. Our customers are premium brands, many in the beauty, fashion and wellbeing sectors. Our mission is to help them succeed.

We are a people business, investing in training and development, recognising and rewarding our people’s achievements and creating opportunities for them to progress within our business. If you want to develop an exciting career, learn from a friendly team and realise your full potential in a fast‑growing company, this is the role for you.

Your Role

As the Client Services Manager, you will lead the client logistics function, overseeing a team of Senior and Client Logistics Coordinators. You will be responsible for ensuring the delivery of exceptional service to fulfilment clients, driving operational excellence, and fostering a culture of continuous improvement. This role combines strategic oversight with hands‑on leadership, ensuring that client needs are met efficiently, escalations are resolved effectively, and the team is supported and developed to perform at their best.

This is a hands‑on leadership role where you will combine operational oversight with people management to ensure service excellence, continuous improvement and outstanding customer outcomes. The key responsibilities of the role will include:

• 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

About You

To join the team, you’ll need:

• 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

Job Application Requirements – We welcome your application and look forward to considering you for this role. Please note the following important requirements for all applicants:

• Right to Work in the UK & Basic DBS Check – You must have the legal right to work in the UK, (we are not able to sponsor you). If successful, you will also need to pass a Basic Disclosure and Barring Service (DBS) check before starting employment. We use a third-party checking service for each of these, so you will need to provide them with relevant information if offered a role with us.
• References – We reserve the right to request two or more references, to cover the past five years of your employment history. Please ensure you can provide accurate contact details for each of your referees.
• English Language – You must be able to work in English; enough to fully understand spoken and written work instructions, follow health and safety guidance and participate in discussions with your manager or colleagues.

• 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 holidays, plus Bank Holidays with the option to buy / sell holiday
• Birthday leave
• Free on-site parking, with electric car charging at certain locations
• Range of employee awards
• Employee assistance programme to promote mental health wellbeing