Customer Service Manager

We are looking for an enthusiastic and experienced Customer Service Manager to join our site at Chorley and lead and direct the customer service team towards delivering excellent customer care by focusing on proactive customer relationships, people development, problem prevention and continuous improvement of the customer service operation. The Customer Service Manager will also be responsible for the commercial terms (contract Management) and Price conditions (increases / discounts) and along with the rest of the site management team will ensure optimal delivery on expectations.

Elis is an international multi service provider, offering textile, hygiene and facility services, we are a leader in circular services, allowing businesses to achieve optimal hygiene and protection for their employees and customers thereby enriching their well being in a sustainable way. Our rental maintenance model supports our customers to focus on their core business while reducing their environmental footprint. Our circular services emulate our commitment to a more sustainable future: connecting us, our clients and our planet.

• 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.

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

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

• 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.

• National structure to facilitate ambition.
• Salary of £48,000 to £55,000 depending on experience plus bonus.
• 33 days holiday per year (including bank holidays).