Customer Service Manager

ELIS; Greater London; On-site; GBP 50,000 - 65,000; Full time

Benefits offered by this job

Car allowance

Private medical cover

Life assurance

25 days annual leave

Job summary

Elis is seeking an experienced Customer Services Manager to build and nurture key customer relationships across London and Greater London. This field-based role attaches to the Brixton site, with most time spent supporting customers in the region.

You'll drive retention, commercial performance and account development, partnering with Sales, Operations, and other teams to deliver measurable value.

Qualifications

• Experience in Customer Service Management or Account Management.
• Ability to build long-term customer relationships.
• Proactive in retention and account development.
• Strong commercial awareness and focus on revenue.

Responsibilities

• Build and maintain strong, trusted relationships with customers across London and Greater London.
• Champion a customer-first culture, delivering market-leading service and long-term partnerships.
• Take ownership of accounts with focus on retention, satisfaction, revenue and profitability.
• Develop understanding of each customer's current and future requirements via proactive account management.
• Monitor account performance and customer satisfaction, identifying improvement opportunities.
• Work with Sales to identify growth opportunities within existing customer base.
• Review accounts' commercial performance and recommend improvements or additional services.
• Monitor usage against forecasts and communicate variances with customers and operations.
• Proactively identify and resolve potential customer issues before escalation.
• Manage challenging customer situations calmly and professionally.
• Ensure customer data is accurate in the ERP system.
• Collaborate with operations, commercial and internal teams to consistently deliver for customers.

Skills

Relationship-building

Commercial awareness

Account management

Customer service management

Communication skills

IT skills

ERP systems

Tools

Microsoft Office

ERP systems

Job description

Field Based - key customer relationships across London and Greater London

• Brixton
• Full-time
• Permanent

About Elis

About a career with Elis

Elis is an international leader in textile, hygiene and facility services, helping businesses across a wide range of industries to operate safely, sustainably and efficiently. With a presence in 29 countries and a team of around 52,000 people, we combine the scale and stability of an international organisation with the opportunity to build a rewarding and long-term career.

Our people are at the heart of everything we do. We believe in investing in our people, recognising their contribution and giving them the opportunity to develop, progress and build careers they can be proud of.

At Elis, you'll be part of a culture built on trust, respect and collaboration, where your ideas and contribution are valued. We want our people to have a voice, and our commitment to listening and acting on employee feedback was recognised when Elis UK won Best Employee Engagement Experience Initiative at the 2024 CIPD People Management Awards for our Employee Voice programme.

With opportunities across operations, engineering, logistics, sales and our head office support functions, there are many ways to develop your career with Elis.

The Opportunity

We’re looking for an experienced and commercially minded Customer Services Manager to join our Clinical Solutions business, taking ownership of key customer relationships across London and Greater London.

This is a field-based role, attached to our Brixton site. There is no requirement to attend the Brixton office on a regular basis, other than for formal meetings, training and other occasional business requirements. The majority of your time will be spent working with and supporting customers across London and Greater London.

This is much more than a traditional customer service role. You’ll be responsible for building strong, long-term partnerships with our customers, delivering an exceptional level of service and taking a proactive approach to customer retention, account development, revenue and profitability.

You’ll become a trusted partner to your customers, understanding their needs, anticipating challenges and working collaboratively with our operational and sales teams to deliver solutions that add real value.

The emphasis on customer retention, commercial performance and developing the existing customer base comes directly from the role's purpose.

What You'll Be Doing

• Build and maintain strong, trusted relationships with customers across London and Greater London.
• Champion a customer-first culture, delivering market-leading service and creating long-term customer partnerships.
• Take ownership of customer accounts, with a strong focus on retention, satisfaction, revenue and profitability.
• Develop a detailed understanding of each customer's current and future requirements through proactive account management.
• Monitor account performance and customer satisfaction, identifying opportunities for improvement.
• Work closely with Sales to identify growth opportunities within the existing customer base.
• Review the commercial performance of accounts and recommend improvements or additional services where appropriate.
• Monitor customer usage against forecasts, communicating effectively with customers and operational teams where variances arise.
• Proactively identify and resolve potential customer issues before they escalates.
• Manage challenging customer situations calmly, professionally and effectively.
• Ensure customer information and account data is accurate and maintained within our ERP system.
• Collaborate closely with operational, commercial and wider internal teams to ensure we consistently deliver for our customers.

What We're Looking For

We’re looking for someone who combines exceptional relationship-building skills with a strong commercial mindset.

You’ll Ideally Bring

• Previous experience within Customer Service Management, Account Management or a similar customer-facing role.
• A proven ability to build and develop strong, long-term customer relationships.
• A proactive approach to customer retention and account development.
• Strong commercial awareness and an understanding of the importance of revenue and profitability.
• Excellent communication and stakeholder-management skills.
• Confidence working independently in a field-based environment.
• Strong organisation and time-management skills, with the ability to manage multiple customer relationships.
• A collaborative approach and the ability to work effectively across Sales, Operations and other internal teams.
• The confidence to manage complaints and challenging customer situations effectively.
• A proactive, solutions-focused approach with strong problem-solving skills.
• Good IT skills, including Microsoft Office and experience working with ERP systems

What We Offer

At Elis, we believe great people should be recognised, supported and given the opportunity to grow. In return for the impact you’ll make, you’ll receive a strong benefits package and the opportunity to build a long-term career within an established international business.

We Offer

• Competitive salary – recognising your experience and the importance of the role
• Car allowance – supporting you in your field-based role across London and Greater London
• 25 days’ annual leave plus bank holidays – giving you time to switch off and recharge
• Private medical cover – supporting your health and wellbeing
• Company pension – 5% employer contribution alongside 5% employee contribution
• Life assurance – providing additional peace of mind for you and your family
• Investment in your development – with ongoing training and opportunities to grow your skills and leadership capabilities
• Genuine career progression – with opportunities to develop your career across Elis in the UK and our wider international business
• Long-term stability – joining an established, successful international organisation
• A role where you can make an impact – with the autonomy to build strong customer relationships, drive retention and influence commercial performance
• A supportive, collaborative culture – where your ideas, expertise and contribution are valued
• 33 Days Holiday
• Car Allowance
• Life Assurance
• Private Medical

Working Pattern: Monday to Friday 40 hour working week.