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- Tasks: Lead a dynamic customer service team to enhance client relationships and improve operations.
- Company: Join Elis, a leader in sustainable multi-service solutions.
- Benefits: Enjoy 33 days holiday, competitive salary, private medical, and a supportive work environment.
- Other info: Great career growth opportunities and a collaborative team culture.
- Why this job: Make a real impact by driving customer satisfaction and sustainability.
- Qualifications: Degree level education or equivalent experience in customer service management.
The predicted salary is between 40000 - 50000 £ per year.
About a career with Elis. 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. Our circular services emulate our commitment to a more sustainable future: connecting us, our clients and our planet.
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 the 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.
Your Mission at Elis
- 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.
- 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.
What will make you stand out?
- 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'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
- Working with a great team
Interested? Then apply online!
Your contact person: Anna Nudds ICS - HR Business Partner Tel: anna.nudds@elis.com
Customer Service Manager in Wakefield employer: ICS
Contact Detail:
ICS 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, attend events, and don’t be shy about asking for introductions. We all know that sometimes it’s not just what you know, but who you know that can help you land that Customer Service Manager role.
✨Tip Number 2
Prepare for interviews by researching Elis and understanding their commitment to sustainability. We want to see how you can contribute to their mission of improving customer service while reducing environmental impact. Show us you’re passionate about both customer care and the planet!
✨Tip Number 3
Practice your problem-solving skills! As a Customer Service Manager, you’ll need to tackle issues head-on. We suggest doing mock interviews where you can demonstrate how you’d handle various customer scenarios. This will show your potential employers that you’re ready for the challenge.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who take the initiative to engage directly with us. Let’s make this happen together!
We think you need these skills to ace Customer Service Manager in Wakefield
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in customer service management. We want to see how your skills align with our mission at Elis, so don’t hold back on showcasing your relevant achievements!
Show Off Your Communication Skills: Since excellent verbal and written communication is key for this role, ensure your application reflects that. Use clear, concise language and check for any typos or errors. We love a polished application!
Highlight Continuous Improvement Experience: We’re all about improving processes, so if you’ve got experience in implementing continuous improvement programmes, make it shine in your application. Share specific examples of how you’ve made a difference in previous roles.
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 to join our team at Elis!
How to prepare for a job interview at ICS
✨Know Your Stuff
Before the interview, make sure you understand Elis's mission and values. Familiarise yourself with their circular services and how they contribute to sustainability. This will show your genuine interest in the company and help you connect your experience to 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 coached or trained team members in the past, and be ready to discuss your approach to problem prevention and continuous improvement.
✨Be Data-Driven
Elis values attention to detail and data analysis. Bring specific examples of how you've used data to improve customer service operations or enhance retention rates. This will highlight your analytical skills and your commitment to operational excellence.
✨Ask Insightful Questions
Prepare thoughtful questions about the role and the company. Inquire about their current challenges in customer service or how they measure success in their operations. This not only shows your enthusiasm but also helps you gauge if the company is the right fit for you.