Senior Logistics Coordinator — Client Ops & Growth

Webrecruit; Hardingstone; Hybrid; GBP 35,000 - 52,000; Full time

Benefits offered by this job

Discretionary bonus scheme

Hybrid working up to 50/50 remote/onsi

Pension and health benefits

Holiday increment after 2 years

Employee events

Job summary

ILG is seeking a Senior Logistics Coordinator to oversee daily client logistics operations and act as the first escalation point for Logistics Coordinators. The role includes hands‑on support and some leadership to improve client satisfaction and team performance.

You will provide coaching and guidance to ensure consistent service quality, drive first‑time issue resolution, and maintain strong client relationships across multiple accounts. Hybrid working options are available after probation.

Qualifications

• Proven experience in logistics, fulfilment, client operations or other client‑facing roles.
• Strong problem‑solving skills with a proactive and analytical mindset.
• Excellent communication and interpersonal skills, with the ability to guide and support others.
• Proficient in using bespoke systems, CRM and ticketing systems.
• Ability to manage multiple priorities in a fast‑paced environment.
• Experience in identifying and implementing process improvements.

Responsibilities

• Act as the first point of escalation for Client Logistics Coordinators, resolving some complex client issues efficiently and professionally
• Provide day‑to‑day support, coaching, and guidance to Client Logistics Coordinators to ensure consistent service quality and professional development
• Proactively work towards first‑time resolution of client issues, identifying root causes and implementing preventative measures
• Maintain strong relationships with all clients, ensuring their operational needs are met and exceeded
• Monitor and manage service delivery across multiple client accounts, ensuring adherence to SLAs and internal standards
• Where agreed with clients provide weekly operational KPIs
• Collaborate with internal departments including warehouse, transport, and IT to resolve issues and improve service coordination
• Analyse service data and client feedback to identify trends and recommend improvements.
• Support the onboarding and training of new team members and clients
• Contribute to service review meetings with clients, along with the Strategic Account Management team
• Assist in the development and implementation of new procedures to enhance operational efficiency and client satisfaction
• Ensure all communications, both internal and external are timely, professional, and aligned with company values

Job description

ILG is seeking a Senior Logistics Coordinator to oversee daily client logistics operations and act as the first escalation point for Logistics Coordinators. The role includes hands‑on support and some leadership to improve client satisfaction and team performance.

You will provide coaching and guidance to ensure consistent service quality, drive first‑time issue resolution, and maintain strong client relationships across multiple accounts. Hybrid working options are available after probation.