Apprentice Customer Services Executive INTERNATIONAL LOGISTICS GROUP LIMITED

ILG are looking for an Apprentice Customer Services Executive based in East Grinstead. You will develop skills to deliver high-quality customer service, working towards your customer service specialist level 3 qualification. Responsible for day-to-day queries including correspondence to those orders with customers & ILG departments.

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Closing date: 18 Dec 2023

Apprenticeship summary

  • Annual wage


    A salary of £21,849 per annum is offered. In addition, following probation, you will be eligible for the ILG bonus scheme and ILG benefits scheme. Our apprentices progress to a variety of roles across the business.

  • Working week

    Monday - Friday, 9.00am - 6.00pm.

    Total hours per week: 40.0

  • Expected duration

    18 Months

  • Possible start date

    02 Jan 2024

  • Date posted

    29 Sep 2023

  • Apprenticeship level

    Level 3 (A level)

  • Reference number


  • Positions

    1 available

What you will do in your working day

Are you looking to start an apprenticeship? Interested in a career in customer service? If so, read on.

Based at our head office in East Grinstead, as a customer service apprentice, you will develop skills to deliver high-quality customer service, influence the customer experience and increase customer satisfaction.

The benefits:

  • A salary of £21,849 per annum is offered. In addition, following probation, you will be eligible for the ILG bonus scheme and ILG benefits scheme
  • Our apprentices progress to a variety of roles across the business

Your role:

  • Responsible for resolving day to day queries including processing of all orders and any correspondence relating to those orders with the customer and other ILG departments
  • Operate a frontline telephone/e-mail support
  • Work alongside the account executives/managers to provide the day-to-day administration for the specified account
  • Responsible for communicating any issues/information that may impact the delivery of service
  • Work in close liaison with customer services, warehouse team leaders and externally with customers to facilitate for smooth running of the contract
  • Develop and implement processes and systems to enhance existing offerings
  • Participate actively in continuous process improvement projects, seek ways to develop and maximise customer service levels
  • Contribute actively to achieving departmental service level and targets

The training you will be getting

Level 3 Customer Service Specialist Apprenticeship standard:

  • On the job training delivered by the employer

Allocation of an apprenticeship delivery coach who will carry out:

  • Regular training
  • Assessment and support visits to ensure you acquire new learning, knowledge skills and behaviours in order to progress and develop
  • Identify, track and support 20% off the job training activities
  • Quarterly formal progress review meetings; identifying learning achievements and next steps
  • Apprentices without level 2 English and maths will need to achieve this level prior to taking the end-point assessment

What to expect at the end of your apprenticeship

  • A large majority of our apprentices move onto becoming permanent Customer Service Account Executives

Requirements and prospects

Desired skills and personal qualities

Communication skills, IT skills, Attention to detail, Organisation skills, Customer care skills, Presentation skills, Administrative skills, Initiative, Team player


GCSE or equivalent Maths & English (Grade Grade A*-C/ 4-9) Desired

About the employer

ILG are one of the UK's leading global delivery and outsourced fulfilment partners, which means that we can take care of all our clients’ logistics, freeing them to grow their businesses. With the backing of our parent company, Yusen Logistics, we provide a world-class choice of international delivery and cargo options as well as state-of-the-art warehouse facilities. In addition, you'll find our customer service is second to none. Since ILG was founded in 1990, we have grown from a small, ambitious company providing delivery services out of one warehouse in Sussex to one of the UK’s leading 3PL partners. In 2018 we became part of Yusen Logistics, which has added heavy air cargo and sea freight services to our established international courier services, as well as a global network of storage facilities, including more than 100 bases in Europe. We have become specialists in fulfilment, providing high-quality warehousing, rework and packaging services to prestige brands in sectors including Travel, Marine, Education, Healthcare, E-commerce, Technology and a number of high-end Fashion and Beauty brands.




UNIT A, The Birches Industrial Estate

East Grinstead

West Sussex

RH19 1XZ

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Training provider


Adjustments for experience

You could reduce your training time, or finish your apprenticeship faster, if you have relevant prior learning or experience. This could be relevant:

  • training
  • qualifications, like an NVQ in a relevant field
  • industry or sector experience


Kayleigh Byner


Apprenticeship standard

Customer service specialist

Level 3 (A level)

Demonstrating experience

If your application is successful, you will have a chance to discuss your relevant prior learning or experience with your training provider and employer. You will all need to agree any adjustments to your training plan.

You should be prepared to show your competence, and evidence of relevant qualifications

Before you apply

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