Client Services Manager - Wholesale

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

An award-winning, market-leading 3PL (third party logistics provider) ILG specialises in high-quality order fulfilment and 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.

The 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
• 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

What we are looking for

• 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

• 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.

Please be aware we will be considering applications as we receive them and arranging interviews accordingly. Depending on the volume of applications we may close this advert ahead of the advertised closing date.

For more information about our company or employee benefits please visit https://www.ilguk.com/about-us/