ILG (International Logistics Group Ltd)
Client Services Manager - Delivery
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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 a Client Services Manager- Delivery, you will lead and develop a team of Delivery Advisors, ensuring exceptional service is delivered to clients and customers throughout the delivery journey. With a particular focus on post-dispatch support, you will oversee the resolution of delivery issues, manage escalations, drive service improvements and build strong relationships with both clients and internal stakeholders.
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.
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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
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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.
If you meet the role requirements, as well as the above, and are ready to take the next step in your career, we encourage you to apply.
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/
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