Office staff using headset

Customer Service Delivery Support Assistant


Location: Based in East Grinstead

Hours: 40 hours per week, Monday – Friday, 9am – 6pm, 6 month Fixed Term Contract with the opportunity of the position being made permanent

Salary: £20,808 per annum, pro rata

About us

We’re an award-winning, market-leading 3PL specialising in high-quality order fulfilment and delivery services. ILG customers are premium brands, many in the beauty, fashion and wellbeing sectors. Our mission is to help them succeed. ILG is a people business – we invest in training and development, recognising and rewarding our people’s achievements and creating opportunities for them to progress within our business. We understand the importance of making time to unwind and have fun, so we fund a number of social events, including our amazing annual party. Each year we celebrate in style, present our annual employee awards and recognise the people that make our business so special.  So, 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

This is currently a 6 month contract with the opportunity of the position being made permanent and will provide you with career progression as well as the chance to grow and learn with ILG .  Your role will be to provide support to the Customer Service Delivery Account Executives, to ensure the smooth running of the department and first-class client services. To be responsible to all aspects of carrier exception management to ensure clients are informed of any issues effecting delivery of their shipments. Full ownership of support processes to include booking collections, telephone support and carrier exception reports. The key responsibilities of the role will include:

  • Ensuring that customers fully informed of any issues affecting their delivery, including liaising with carriers and colleagues to resolve any issues
  • Ensure all correspondence is correctly notice on in house systems
  • Booking and tracking 3rd party collections through to completion
  • Providing accurate import clearance instructions to carriers so shipments are cleared in line with client requirements
  • Ensuring all queries and enquiries receive prompt response and clients are kept up to date at all times
  • Assisting the Customer Service Delivery Account Executives with ad hoc tasks as required

What we are looking for

  • Confidence in dealing with high volumes of email queries each day
  • Able to prioritise and manage your own time with the ability to work to tight deadlines ensuring that all tasks are completed in a timely manner
  • Able to work to a high degree of accuracy as you will be required to deliver accurate information to clients and carriers in an easily understandable manner
  • Willing to learn new processes and procedures and able to grasp new systems following standard training
  • Strong MS office skills, particularly in Word and Excel
  • Able to work independently and to take on a variety of tasks
  • Clear communication skills both verbal and written
  • Experience with using industry specific technology (e.g. .NET / NetCourier) (desirable)
  • Previous knowledge and experience in the logistics industry and understanding of logistics terminology (desirable)

The Benefits:

  • Company Bonus scheme (£300)
  • 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
  • 22 days holiday (plus Bank Holidays) increasing to 25 days after 2 complete holiday years, with the option to buy/sell holiday
  • Birthday leave
  • Dedicated rest areas with free tea and coffee plus monthly fruit baskets
  • Free on-site parking and free electric car charging points
  • Dedicated platform for learning and development
  • Staff member of the month rewards
  • Monthly company social events and an annual awards ceremony
  • Employee assistance programme to promote mental health wellbeing
  • Cycle to work scheme