Office staff using headset

Customer Service Support Assistant – Delivery


Location: Based in East Grinstead

Hours: 40 hours per week, 9am – 6pm, 6 month fixed term contract

Salary: £20,808 per annum pro rata

About ILG

Great people have always been a cornerstone of ILG. And, because we’re growing fast and coming up to our busiest time of year, we’re on the lookout for more great people to join our amazing team. For the ILG Delivery Team no two days are ever the same. The team are responsible for handling delivery queries for approximately 500 customers, all with unique requirements, and deal with high volumes of calls and emails each day.

ILG is looking for a motivated individual to support our Delivery Customer Services team providing administrative support on a 6 month fixed term contract.

If you are looking to play a crucial role supporting a busy team, we want to hear from you.

If so, read on

We rely on a talented and engaged workforce that’s ready to go the extra mile for our customers. In return we go further to reward our people and share our success. So, we give a voice to all our colleagues on sustainability, health and safety and other essential issues. We run ‘staff member of the month’ awards to spotlight star performers. And we have a lively social committee to ensure we play as hard as we work!

As an inclusive employer we feel our workforce should mirror the diversity of the communities we serve. So, we promote equality and welcome applications from people of all backgrounds.

Your Role

The Delivery Support Assistant will play a crucial role in the team, keeping our clients up to date on any delivery issues and supporting effective resolutions. The role will often require a flexible approach to adapt to changing priorities.

  • Provide proactive exception management, keeping the customer fully informed of any issues affecting their delivery
  • Ensure all correspondence is correctly notice on in house systems
  • Assist the Delivery Account Executives with ad hoc tasks as required, which may include processing carrier claims, providing reports and general client services support
  • Ensure all queries and enquiries receive prompt response and clients are kept up to date at all times on the status of their query
  • Provide phone support to answer inbound client queries

About You

To join the team, you’ll need:

  • Previous knowledge and experience in the logistics industry and understanding of logistics terminology (preferred)
  • Able to demonstrate previous experience of dealing with high volumes of email queries each day
  • Experience with using industry specific technology (e.g. .NET / NetCourier) and/or able to grasp new systems following standard training
  • Confident to work independently and to take on a variety of tasks
  • Fully conversant with MS office skills, particularly Word, Excel, and confident working across multiple systems at once
  • Able to organise and structure own working day to ensure all tasks are completed

The Benefits:

  • Salary of £20,808 per annum pro rata
  • We believe in working hard and having fun
  • 22 days’ holiday with the option to buy and sell your holiday days
  • Share in our business-wide supportive, ‘can do’ attitude
  • Access opportunities to progress your career internally at ILG
  • Annual bonus scheme
  • Staff member of the month awards
  • Parking costs you nothing and you get free tea and coffee!