Hours: 40 hours per week, Monday to Friday, 8am – 5pm or 9am – 6pm
Your 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.
About You
To join the team, you’ll need:
- 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 United Kingdom and a basic DBS check. (No sponsorship.)
- References for the past five years of employment history (twelve or more references).
- English language proficiency sufficient to work in English and understand instructions.
Benefits
- 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 holidays, 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.
- Employee assistance programme to promote mental health wellbeing.
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