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Customer Service Director
2 months ago
Elis is a leading international service provider, offering textile, hygiene, and facility services. We are committed to a sustainable future, connecting our clients, our planet, and our people. We are seeking an experienced and enthusiastic Customer Service Manager to lead 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, and ensuring optimal delivery on expectations.
Your Mission at ElisCustomer 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.
- 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.
• 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.
