Customer Service Representative

Gi Group UK; East Grinstead; Hybrid; GBP 26,000 - 29,000; Full time

Benefits offered by this job

Hybrid working after probation (50/50)

Pension

Life Assurance

Healthshield Cash Plan

Discount Perks

22 days holiday + bank holidays

Birthday leave

Discretionary bonus scheme

Free on-site parking

Employee awards and social events

Employee Assistance Programme

Cycle to work scheme

Enhanced maternity/paternity leave

Job summary

Gi Group UK is recruiting a Customer Service Representative (Logistics) in East Grinstead. The role focuses on day-to-day client coordination, handling queries and ensuring service levels are met within SLAs. A hybrid working pattern after probation combines 50% remote work with office presence.

You will work closely with clients and internal teams, logging requests in CRM systems, monitoring orders and resolving issues promptly to maintain high client satisfaction.

Qualifications

• Strong customer service mindset and client-facing approach.
• Proficient in MS Office and comfortable with CRM/ticketing systems.
• Able to juggle priorities, stay calm under pressure and communicate clearly.

Responsibilities

• Acting as the first point of contact for client enquiries via phone and email.
• Managing day-to-day queries and problems, keeping clients updated with clear timelines and outcomes.
• Using CRM/ticketing systems to log, track and progress requests within agreed SLAs.
• Building strong relationships with clients through proactive communication, regular updates and reporting.
• Liaising with internal departments to ensure smooth service delivery.
• Monitoring client accounts to ensure orders and correspondence are processed accurately and on time.
• Attending client calls where required, managing actions and ensuring follow-ups are completed.
• Supporting the administration and daily running of accounts to maintain service levels and client satisfaction.
• Managing billing for services provided and carriage bookings.
• Handling complaints professionally, escalations as needed and driving continuous improvement.
• Monitoring and reporting on KPIs such as response/resolution times, first-time resolution, SLA adherence and client satisfaction.

Skills

Customer service mindset

MS Office

CRM systems

Communication

Problem solving

Prioritisation

Driving licence

Tools

CRM software

MS Office

Job description

Customer Service Representative

East Grinstead, RH19 (Hybrid)

Contract: Permanent

Salary: £26,460-£29,244 per annum

Monday-Friday (8am-5pm or 9am-6pm)

Driving Licence Required

We're recruiting a Customer Service Representative (Logistics) to join a growing third-party fulfilment and delivery business. You'll be the key day-to-day contact for a portfolio of clients, ensuring queries are handled professionally, issues are resolved quickly, and service levels are consistently met.

This is not transport planning or route scheduling. It's a customer-first coordination role, supporting and working closely with clients and internal teams to deliver a smooth experience end-to-end.

Customer Service Representative Responsibilities:

• Acting as the first point of contact for client enquiries via phone and email
• Managing day-to-day queries and problems, keeping clients updated with clear timelines and outcomes
• Using CRM/ticketing systems to log, track and progress requests within agreed SLAs
• Building strong relationships with clients through proactive communication, regular updates and reporting
• Liaising with internal departments (e.g., warehouse operations, carriers and support teams) to ensure smooth service delivery
• Monitoring client accounts to ensure orders and correspondence are processed accurately and on time
• Attending client calls where required, managing actions and ensuring follow-ups are completed
• Supporting the administration and daily running of accounts to maintain service levels and client satisfaction
• Managing billing for services provided (including carriage and bookings)
• Handling complaints professionally, escalating when needed and driving continuous improvement
• Monitoring and reporting on KPIs such as response/resolution times, first-time resolution, SLA adherence and client satisfaction

Customer Service Representative Requirements:

• Strong customer service mindset (office-based customer service preferred)
• Comfortable using technology, confident with MS Office and comfortable using CRM/ticketing systems
• Able to juggle priorities, stay calm under pressure, and communicate clearlyA proactive attitude and practical problem-solving approach-ready to hit the ground running
• Driving licence and own vehicle (due to office location and occasional site visits)Desirable
• Experience in a client-facing operational environment (fulfilment/logistics/3PL exposure helpful, but not essential if your customer service skills are strong)

Benefits:

• Hybrid working after successful probation (50/50 remote/office)
• Pension, Life Assurance, Healthshield Cash Plan and Discount Perks
• 22 days holiday rising to 25 days after two full years + Bank Holidays (option to buy/sell)
• Birthday leave
• Discretionary company bonus scheme
• Free on-site parking (electric charging at certain locations)
• Employee awards and regular social events
• Employee Assistance Programme (mental health & wellbeing support)
• Cycle to work scheme
• Enhanced maternity and paternity leave