At a Glance
- Tasks: Support clients with delivery queries via phone, email, and live chat.
- Company: Award-winning 3PL specialising in premium order fulfilment and delivery services.
- Benefits: Up to £29,244 salary, hybrid working, 22-25 days holiday, and health perks.
- Other info: Opportunities for training, development, and employee awards.
- Why this job: Join a friendly team and develop your career in a fast-growing company.
- Qualifications: Customer service experience and strong communication skills required.
The predicted salary is between 29244 - 29244 £ per year.
Hours: 40 hours per week, Monday to Friday, 8am – 5pm or 9am – 6pm
Salary: Up to £29,244 per annum, depending on experience
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. 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.
Your 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
Job Application Requirements
- Right to Work in the UK & Basic DBS Check – You must have the legal right to work in the UK. If successful, you will also need to pass a Basic Disclosure and Barring Service (DBS) check before starting employment.
- References – We reserve the right to request two or more references, to cover the past five years of your employment history.
- English Language – You must be able to work in English; enough to fully understand spoken and written work instructions, follow health and safety guidance and participate in discussions with your manager or colleagues.
Please be aware we will be considering applications as we receive them and arranging interviews accordingly. Depending on the volume of applications we receive we may close this advert ahead of the advertised closing date.
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 rising to 25 days after two full years, plus Bank Holidays 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
Delivery Advisor employer: International Logistics Group
International Logistics Group is an excellent employer, offering a dynamic work environment in Northampton where health and safety are prioritised. With competitive holiday allowances, robust pension plans, and ample opportunities for professional development, employees are encouraged to grow and thrive within the company. The proactive safety culture fosters collaboration and innovation, making it a rewarding place to build a meaningful career.
Contact Details:
International Logistics Group Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Delivery Advisor
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at International Logistics Group. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like International Logistics Group before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Delivery Advisor
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to International Logistics Group:Your cover letter is your chance to shine! Tell us why you want to work at International Logistics Group specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at International Logistics Group!
How to prepare for a job interview at International Logistics Group
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
