Office staff using headset

Customer Services Executive


Location: Based in East Grinstead

Hours: 40 hours per week, 9am – 6pm

Salary: £21,849 to £26,129 per annum, dependent on experience

About ILG

Are you a Customer Services Executive looking to increase your skill-set?

ILG is looking for a Customer Service Executive to provide front line telephone and email support to a portfolio of Fulfilment Clients, understanding their bespoke requirements and providing a high level of customer response and service. Want to play an important role in a successful company’s operations?

If so, we’d love to hear from you.

Your Role

As a Customer Services Executive, you’ll provide frontline telephone and email support to a portfolio of our fulfilment customers.

  • Build a strong understanding of customer’s bespoke requirements
  • Responsible for resolving day to day queries including correspondence relating to those orders with the customer and other ILG departments
  • Utilise the client and in-house hosted ticketing system to provide updates on client queries within the agreed SLA
  • Work in close liaison with Customer Services, Warehouse Team Leaders and externally with customers to facilitate for smooth running of all contracts
  • Responsible for managing live chat, dealing with any inbound queries and passing these onto the relevant departments within agreed timeframes

About You

To join the team, you’ll need:

  • Customer service experience, including working to deadlines and SLA commitments
  • Experience of having financial responsibility
  • Strong MS Office skills, particularly Excel and Outlook
  • A methodical and organised approach to work, particularly in relation to email management
  • Great written and verbal communication skills
  • Strong interpersonal and relationship building skills

Ideally, you’ll have previous knowledge and experience of warehousing and distribution, but this isn’t essential.

The Benefits:

  • Salary of £21,849 to £26,129 per annum, dependent on experience
  • Bonus scheme
  • Following successful probation period opportunity for hybrid working in line with ILG policy up to 50/50 remote / office working
  • Pension, life assurance and Healthshield - Care Package and Discount Perks
  • 22 days’ holiday rises to 25 days after two full years, plus Bank Holidays with the option to buy / sell holiday
  • Staff member of the month awards
  • A dedicated platform for learning and development
  • Birthday leave