Delivery Advisor in East Grinstead

An award-winning, market-leading 3PL (third party logistics provider) ILG specialises in high-quality order fulfilment and delivery services. Our customers are premium brands, many in the beauty, fashion and wellbeing sectors. Our mission is to help them succeed.

We are a people business, investing in training and development, recognising and rewarding our people’s achievements and creating opportunities for them to progress within our business. 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 Delivery Advisor, you will provide first-line telephone, email and live chat support to ILG clients, helping to resolve delivery-related enquiries and ensuring a high standard of customer service. You will work closely with internal teams, customers and carriers to provide timely updates, investigate issues and ensure deliveries are completed successfully.

The key responsibilities of the role will include:

• Acting as the first point of contact for delivery enquiries via telephone, email and live chat, providing professional and timely support to customers
• Resolving day-to-day delivery queries and providing updates using internal systems within agreed service level agreements (SLAs)
• Managing customer correspondence in line with ILG customer service standards and ensuring all enquiries are handled accurately and efficiently
• Working closely with Customer Services, warehouse teams and external customers to support successful delivery outcomes and high levels of client satisfaction
• Investigating and escalating customer issues and complaints promptly, identifying solutions and supporting service improvements
• Logging customer issues and supporting continuous improvement initiatives to enhance service delivery
• Providing detailed information and reporting when requested, ensuring accuracy and attention to detail at all times
• Supporting operational change and communicating any issues that may impact service performance
• Contributing to departmental targets and ensuring business and individual KPIs are achieved

What we are looking for

• Previous customer service experience in a fast-paced environment, ideally within logistics, transport or delivery services
• Experience working to deadlines, service level agreements and performance targets
• Strong communication skills with the ability to build positive relationships with customers and colleagues
• Excellent organisational skills and the ability to manage multiple priorities effectively
• Strong attention to detail and a commitment to delivering high-quality work
• Good working knowledge of Microsoft Office applications, particularly Excel and Outlook
• A proactive, solution-focused approach with the confidence to investigate and resolve issues independently
• Ability to work collaboratively as part of a team while maintaining high levels of customer service
• Discretionary company 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, 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
• Free on-site parking, with electric car charging at certain locations
• Range of employee awards
• Employee assistance programme to promote mental health wellbeing
• Cycle to work scheme
• Enhanced maternity and paternity leave

For more information about our company or employee benefits please visit https://www.ilguk.com/about-us/