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- Tasks: Lead a dynamic customer service team to enhance customer care and drive continuous improvement.
- Company: Join Elis, a leader in sustainable textile and hygiene services.
- Benefits: Enjoy 33 days holiday, competitive salary, private medical, and a company pension.
- Other info: Great opportunities for personal growth and a supportive work environment.
- Why this job: Make a real impact by improving customer experiences and leading a passionate team.
- Qualifications: Degree level education or equivalent experience in customer service management.
The predicted salary is between 35000 - 45000 £ per year.
Elis is an international multi-service provider offering textile, hygiene and facility services. We are a leader in circular services, helping businesses achieve optimal hygiene and protection for their employees and customers in a sustainable way. Our rental maintenance model supports customers to focus on their core business while reducing 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. The Customer Service Manager will also be responsible for 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.
Location & Contract
Wakefield
Full-time Permanent
Your Mission at Elis
Customer Service focus, commercial focus, leadership and continuous improvement across the customer service operation.
Responsibilities
- 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. Provide 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 appropriate competence levels. Manage all Customer Service resources, including personnel.
- Continuous Improvement: Operational improvements on New Business and Quotes process and procedure. Implementation of improvement initiatives for CS operations. Operational improvements on plant and CU level (influence). Identify and implement opportunities for problem prevention.
Requirements / What will make you stand out
- Excellent verbal and 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 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, with a track record of success.
- Experience of implementing continuous improvement programmes.
What’s on offer
- 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.
Customer Service Manager in Wakefield employer: Elis
Contact Detail:
Elis Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Manager in Wakefield
✨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 an opening 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 our mission and values, and be ready to discuss how your experience aligns with our focus on customer service excellence and continuous improvement.
✨Tip Number 3
Practice your communication skills! As a Customer Service Manager, you'll need to influence and lead 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 you're genuinely interested in joining our team at Elis.
We think you need these skills to ace Customer Service Manager in Wakefield
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Customer Service Manager role. Highlight your experience in customer service management, coaching teams, and any continuous improvement initiatives you've led. We want to see how your skills align with our mission at Elis!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about customer service and how you can contribute to our team. Be sure to mention specific examples of your leadership and problem-solving skills that relate to the job description.
Show Off Your Communication Skills: Since excellent verbal and written communication skills are key for this role, make sure your application reflects that. Keep your language clear and concise, and double-check for any typos or grammatical errors. We love attention to detail!
Apply Through Our Website: Don't forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team at Elis. We can't wait to hear from you!
How to prepare for a job interview at Elis
✨Know Your Customer Service Inside Out
Before the interview, make sure you understand the key aspects of customer service management. Familiarise yourself with common challenges in the industry and think about how you would tackle them. This will show your potential employer that you're not just passionate about customer service but also knowledgeable.
✨Demonstrate Leadership Skills
As a Customer Service Manager, you'll need to lead a team effectively. Prepare examples from your past experiences where you've successfully coached or developed team members. Highlight your ability to inspire and motivate others, as this is crucial for the role.
✨Showcase Continuous Improvement Mindset
Elis values continuous improvement, so come ready with ideas on how you can enhance customer service operations. Think about processes you've improved in previous roles and be prepared to discuss specific initiatives you've implemented that led to measurable results.
✨Prepare Questions That Matter
At the end of the interview, you'll likely have the chance to ask questions. Use this opportunity to inquire about their current customer service challenges or future goals. This not only shows your interest in the role but also helps you gauge if the company aligns with your values and career aspirations.