Customer Service Leader — Drive Retention & Process Improvement

ELIS; Reading; On-site; GBP 38,000 - 52,000; Full time

Benefits offered by this job

33 Days Holiday

Company Pension

Employee Assistance Programme

On-site Parking

Private Medical

Life Assurance

Job summary

Elis is seeking a Customer Service Manager based in Reading to lead and develop the customer service team. The role focuses on planning and managing operations, retaining customers, and driving continuous improvements across the service function.

You will work across operations, engineering, logistics, and sales to enhance customer experience, monitor SLAs, and ensure commercial adherence while coaching staff and delivering value for the business.

Qualifications

• Excellent verbal and written communication skills.
• Ability to listen to and influence peers and department team members.
• Strong attention to detail and ability to analyse data.
• Continuously improve the department and/or team.
• Organise self and others to ensure timely task completion.
• 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.

Responsibilities

• 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.
• Coach and train customer service employees (office and field based) to ensure right competence levels.
• Manage all Customer Service resources, including personnel.
• Identify and implement opportunities for problem prevention and continuous improvement.

Skills

Communication skills

Analytical skills

Leadership

Organizational skills

Collaboration

Driver's license

Education

Degree level or equivalent

Job description

Elis is seeking a Customer Service Manager based in Reading to lead and develop the customer service team. The role focuses on planning and managing operations, retaining customers, and driving continuous improvements across the service function.

You will work across operations, engineering, logistics, and sales to enhance customer experience, monitor SLAs, and ensure commercial adherence while coaching staff and delivering value for the business.