Overview
Elis is an international multi-service provider offering textile, hygiene and facility services. We are a leader in circular services, helping businesses achieve optimal hygiene and protection for their employees and customers in a sustainable way. Our rental maintenance model supports customers to focus on their core business while reducing environmental footprint. Our circular services reflect a commitment to a more sustainable future: connecting us, our clients and our planet.
We are looking for an enthusiastic and experienced Customer Service Manager to lead and direct the customer service team towards delivering excellent customer care by focusing on proactive customer relationships, people development, problem prevention and continuous improvement of the customer service operation. The Customer Service Manager will also be responsible for commercial terms (contract management) and price conditions (increases / discounts) and, along with the rest of the site management team, will ensure optimal delivery on expectations.
Location & Contract
* Wakefield
* Full-time
* Permanent
Your Mission at Elis
Customer Service focus, commercial focus, leadership and continuous improvement across the customer service operation.
Responsibilities
* Customer Service Focus
o Plan and manage customer service operations within cost lines and relevant KPIs.
o Improve customer service operations to lower customer effort and improve retention.
o Monitor operational part of SLA and manage successes/failures.
o Responsible for start-up and termination of customers.
o Provide solutions to customer issues within mandate, including credit notes within mandate.
* Commercial Focus
o Accountable for retention on portfolio accounts and ensure standard commercial terms.
o Shared responsibility for credit monitoring with shared service.
* Leadership
o Coach and train customer service employees (office and field based) to ensure appropriate competence levels.
o Manage all Customer Service resources, including personnel.
* Continuous Improvement
o Operational improvements on New Business and Quotes process and procedure.
o Implementation of improvement initiatives for CS operations.
o Operational improvements on plant and CU level (influence).
o Identify and implement opportunities for problem prevention.
Requirements / What will make you stand out
* Excellent verbal and written communication skills.
* Ability to listen to and influence peer group and department team members.
* Good attention to detail and the ability to analyse data.
* Continuously improve the department and/or team.
* Ability to organise self and others to ensure tasks are carried out in a timely manner.
* Strong collaboration and influencing skills across departments and sites.
* Driver’s license.
* Educated to degree level or equivalent and/or experience in customer service management and coaching teams, with a track record of success.
* Experience of implementing continuous improvement programmes.
What’s on offer
* 33 days holiday
* Company pension
* Employee assistance programme
* On-site parking
* Private medical
* Life assurance
* National structure to facilitate ambition
* Competitive salary plus bonus
Interested?
Then apply online. Your contact person:
Anna Nudds
ICS - HR Business Partner
Tel: anna.nudds@elis.com
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