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- Tasks: Lead a dynamic customer service team to deliver top-notch care and improve operations.
- Company: Join Elis, a leader in sustainable textile and hygiene services.
- Benefits: Enjoy 33 days holiday, competitive salary, and private medical cover.
- Why this job: Make a real impact by enhancing customer experiences and driving continuous improvement.
- Qualifications: Degree level education or equivalent experience in customer service management.
- Other info: Great career growth opportunities and a supportive work environment.
The predicted salary is between 36000 - 60000 £ per year.
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.
We are looking for an enthusiastic and experienced Customer Service Manager to 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.
Key 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 the 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.
- 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 licence.
- Educated to degree level or equivalent and/or experience in customer service management and coaching teams, with a track record of success.
- 33 Days Holiday
- Company Pension
- Employee Assistance Programme
- On‑site Parking
- Private Medical
- Life Assurance
- National structure to facilitate ambition.
- Competitive Salary plus bonus
Interested? Then apply online!
Your contact person: Claudia Cronin HR & Talent Resourcing Manager Tel: claudia.cronin@elis.com
Seniority level: Mid‑Senior level
Employment type: Full‑time
Job function: Other
Industries: Business Consulting and Services
Customer Service Manager in Southampton employer: Elis Group
Contact Detail:
Elis Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Manager in Southampton
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry and let them know you're on the hunt for a Customer Service Manager role. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching Elis and their commitment to sustainability. Show us that you understand their values and how you can contribute to their mission of enhancing well-being through excellent customer service.
✨Tip Number 3
Practice your communication skills! As a Customer Service Manager, you'll need to influence and coach your team effectively. Role-play common interview questions with a friend to boost your confidence and refine your responses.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows us that you're genuinely interested in joining our team at Elis.
We think you need these skills to ace Customer Service Manager in Southampton
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Service Manager role. Highlight your experience in customer service management and coaching, as well as any relevant achievements that align with the job description.
Show Off Your Communication Skills: Since excellent verbal and written communication skills are key for this role, ensure your application is clear, concise, and free of errors. Use a friendly tone that reflects your personality while maintaining professionalism.
Demonstrate Problem-Solving Abilities: In your application, share examples of how you've successfully resolved customer issues or improved service operations in the past. This will show us that you have the proactive mindset we’re looking for.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates regarding your application status.
How to prepare for a job interview at Elis Group
✨Know Your Stuff
Before the interview, make sure you understand Elis's mission and values, especially their focus on sustainability and customer care. Familiarise yourself with their services and think about how your experience aligns with their goals.
✨Showcase Your Leadership Skills
As a Customer Service Manager, you'll need to demonstrate your ability to lead and develop a team. Prepare examples of how you've successfully coached team members or improved customer service operations in the past.
✨Be Data-Driven
Since the role involves monitoring KPIs and operational improvements, be ready to discuss how you've used data to drive decisions. Bring specific examples of how you've analysed data to enhance customer retention or reduce effort.
✨Ask Insightful Questions
At the end of the interview, have a few thoughtful questions prepared. This could be about their current challenges in customer service or how they measure success in their operations. It shows you're genuinely interested and engaged.
