Customer Experience Leader

7 days ago

Knutsford, Cheshire East, United Kingdom Elis UK Limited Full time

About Elis UK Limited

Elis UK Limited is a leading provider of textile, hygiene, and facility services, committed to delivering sustainable solutions that enhance the well-being of employees and customers. Our innovative rental maintenance model enables businesses to focus on their core activities while reducing their environmental footprint.

Job Summary

We are seeking an experienced and enthusiastic Customer Service Director 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, improving customer service operations to lower customer effort and improve retention, and monitoring operational aspects of Service Level Agreements (SLAs).

Key Responsibilities

  • Customer Service Focus
    • Plan and manage customer service operations within budget lines and relevant Key Performance Indicators (KPIs).
    • Improve customer service operations to lower customer effort and improve retention.
    • Monitor operational aspects of SLAs and manage successes and failures.
    • Be responsible for the start-up and termination of customers.
    • Solve customer issues within mandate, including credit notes within mandate.
  • Commercial Focus
    • Be accountable for retention on portfolio accounts and ensure standard commercial terms.
    • Share responsibility for credit monitoring with the shared service.
  • Leadership
    • Coach and train customer service employees to ensure the 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 customer service operations.
    • Operational improvements on plant and Customer Unit (CU) level.
    • Identify and implement opportunities for problem prevention.

Requirements

  • 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 analyze data.
  • Ability to organize 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 programs.

What We Offer

  • National structure to facilitate ambition.
  • Competitive salary between £35,000 - £40,000 DOE, plus bonus.
  • 33 days holiday per year.
  • Company Pension.
  • Private Medical.
  • Working with a great team.

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