Client Services Manager - Delivery

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.