Customer Service Manager

• Reading
• Full-time
• Permanent

About Elis About a career with Elis

Elis is an international leader in textile, hygiene and facility services, helping businesses across a wide range of industries to operate safely, sustainably and efficiently. With a presence in 29 countries and a team of around 52,000 people, we combine the scale and stability of an international organisation with the opportunity to build a rewarding and long-term career.

Our people are at the heart of everything we do. We believe in investing in our people, recognising their contribution and giving them the opportunity to develop, progress and build careers they can be proud of.

At Elis, you'll be part of a culture built on trust, respect and collaboration, where your ideas and contribution are valued. We want our people to have a voice, and our commitment to listening and acting on employee feedback was recognised when Elis UK won Best Employee Engagement Experience Initiative at the 2024 CIPD People Management Awards for our Employee Voice programme.

With opportunities across operations, engineering, logistics, sales and our head office support functions, there are many ways to develop your career with Elis.

The Opportunity

Customer Service Focus

• Plan and manage customer service operations within cost lines and relevant KPIs.
• Improve Customer Service operations to lower customer effort and improve retention.
• Monitor operational part of SLA and manage successes/failures.
• Responsible for start-up and termination of customers.
• Solutions to customer issues within mandate, including credit notes within mandate.

Commercial Focus

• Accountable for retention on portfolio accounts and ensure standard commercial terms.
• Shared responsibility for credit monitoring with shared service.

Leadership

• Coach and train customer service employees (office and field based) to ensure right competence levels.
• Manage all Customer Service resources, including personnel.

Continuous improvement

• Operational improvements on New Business and Quotes process and procedure.
• Improvement initiatives for CS operations.
• Operational improvements on plant and CU level (influence).
• Identify and implement opportunities for problem prevention.

What We're Looking For

• Excellent verbal & 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 & 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 We Offer

• 33 Days Holiday
• Company Pension
• Employee Assistance Programme
• On-site Parking
• Private Medical
• Life Assurance
• National structure to facilitate ambition.
• 33 days holiday per year
• Company Pension
• Private Medical
• Working with a great team

Interested?

Then apply online!