Client Services Manager - Wholesale

ILG; 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

About us

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.

Key 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

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

Benefits

• 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
• Birthday leave
• Free on-site parking, with electric car charging at certain locations
• Range of employee awards
• Regular social events
• Employee assistance programme to promote mental health wellbeing
• Cycle to work scheme
• Enhanced maternity and paternity leave

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 receive 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/