Customer Service Director

7 days ago

Birmingham, Birmingham, United Kingdom Elis UK Limited Full time

About Elis UK Limited

Elis UK Limited is a leading provider of textile, hygiene, and facility services, offering a range of solutions to businesses across the UK. Our mission is to deliver exceptional customer care and support our clients in achieving their goals while reducing their environmental footprint.

Job Summary

We are seeking an experienced and enthusiastic Customer Service Manager to lead and direct our customer service team. 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 the operational part of SLA and managing successes/failures.

Key Responsibilities

  • 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 the operational part of SLA and manage successes/failures.
    • Responsible for start-up and termination of customers.
    • Solutions to customer issues within the mandate, including credit notes within the mandate.
  • Commercial Focus
    • Accountable for retention on portfolio accounts and ensuring standard commercial terms.
    • Shared responsibility for credit monitoring with shared service.
  • Leadership
    • Coach and train customer service employees (office and field-based) 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 CS operations.
    • Operational improvements on plant and CU level (influence).
    • Identify and implement opportunities for problem prevention.

Requirements

  • 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.
  • 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's on Offer

  • £55,000 - £60,000 DOE
  • Company Car
  • National structure to facilitate ambition.
  • Competitive Salary plus bonus
  • 33 days holiday per year
  • Company Pension
  • Private Medical
  • Working with a great team

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