Customer Service Manager

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

• Reading
• 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

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 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.

What We're Looking For

• 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.
• 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.

What We Offer

• 33 Days Holiday
• Company Pension
• Employee Assistance Programme
• On-site Parking
• Private Medical
• Life Assurance
• National structure to facilitate ambition.
• 33 days holiday per year
• Company Pension
• Private Medical
• Working with a great team