Office staff using headset

Customer Service Account Executive – Delivery

Overview:

Location: East Grinstead

Hours: 40 hours per week, Monday – Friday, rota basis across 8-5pm, 8.30-5.30pm and 9-6pm

Salary: £23,160 to £26,634 per annum, depending on experience

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

As a Customer Service Account Executive, you will provide front line telephone and email support to a portfolio of clients, understanding their bespoke requirements and providing a high level of customer response and service. The key responsibilities of the role will include:

  • Resolving day to day queries relating to the successful delivery of goods
  • Processing all customer correspondence in line with ILGs Customer Service Standards
  • Working closely with Customer Services, Warehouse Team Leaders and external customers to ensure the smooth running of all contracts
  • Actively supporting operational change whilst effectively minimising disruption to production and service
  • Managing live chat, dealing with any inbound queries and passing these on to the relevant departments within agreed timeframes

What we are looking for

  • Previous knowledge and experience of delivery services (desirable)
  • Previous customer service experience, working to deadlines and SLA commitments and previous financial responsibility
  • Ability to demonstrate methodical and organised ways of working, particularly in relation to email management
  • MS Office skills, particularly Excel & Outlook
  • Proven ability to work effectively as part of a team
  • Good interpersonal skills
  • Good standard of written and verbal communications
  • Ability to complete work that requires a high degree of accuracy

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