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Customer Service Director
2 months ago
About Elis UK Limited
Elis UK Limited is a leading provider of textile, hygiene, and facility services. We offer a unique approach to circular services, enabling businesses to achieve optimal hygiene and protection for their employees and customers while reducing their environmental footprint.
Our Mission
We are seeking an experienced and enthusiastic Customer Service Manager to lead and direct our customer service team in delivering exceptional customer care. The successful candidate will be responsible for planning and managing customer service operations within budget and relevant Key Performance Indicators (KPIs).
Key Responsibilities
- Customer Service Focus
- Develop and implement strategies to improve customer service operations, reducing customer effort and improving retention.
- Monitor and manage the operational aspects of Service Level Agreements (SLAs) and ensure successful delivery.
- Manage the start-up and termination of customer relationships.
- Provide solutions to customer issues within designated authority, including credit notes.
- Commercial Focus
- Accountable for retention of portfolio accounts and ensuring standard commercial terms.
- Shared responsibility for credit monitoring with the shared service team.
- Leadership
- Coach and train customer service employees to ensure the right competence levels.
- Manage all customer service resources, including personnel.
- Continuous Improvement
- Identify and implement opportunities for problem prevention.
- Develop and implement operational improvements on new business and quotes processes and procedures.
Requirements
- Excellent verbal and written communication skills.
- Ability to listen to and influence peer group and department team members.
- Good attention to detail and analytical skills.
- Ability to continuously improve the department and/or team.
- Strong collaboration and influencing skills across departments and sites.
- Driver's license.
- Educated to degree level or equivalent, with experience in customer service management and coaching teams.
- Experience of implementing continuous improvement programs.
What We Offer
- National structure to facilitate career ambition.
- Competitive salary between £35,000 - £40,000 DOE, plus bonus.
- 33 days holiday per year.
- Company pension.
- Private medical insurance.
- Opportunity to work with a great team.
