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 to hire a dedicated Contract Manager for an existing major customer who will have overall responsibility for retention and development of this account by delivering exceptional levels of customer service. Think like the customer and act as the voice of the customer internally while driving the business position. Your Mission at Elis Provide a dedicated point of contact for the Customer, focused on building strong customer relationships to drive customer satisfaction Track and report on all customer KPI’s ensuring there is a clear understanding of the customer satisfaction and manage corrective actions relating to any site related service issues Manage a central mailbox to handle all communications between Elis and Customer sites in an effective and efficient manner Take personal responsibility for all necessary actions in response to customer specific problems and requests within laid down timescales. Persist with lines of communication or escalations until a satisfactory conclusion is achieved, reporting promptly to the Customer and the Key Account Manager Constantly seek out opportunities to improve Customer Care and achieve Service Excellence Co-ordinate account management activities, including visits, calls, and emails, are carried out promptly Provide high quality account management support inc. customer meeting preparation, analytical assessment of activity and service failures Provide timely& accurate monthly reports and analysis for the contract Co-ordinate and report on garment replacements between Elis plants and the Customer for garment replacements Co-ordination and support the client with contractual paperwork in line with company processes Provide subject matter advice, support and training as required Support development of new tools and reports Participate in and support continuous improvement projects/workstreams Working closely with key stakeholders including local and regional management teams Provide support/advice/coaching to colleagues as required Manage customer portals within the portfolio of customers To ensure that the company’s vision, values and policies and procedures are adhered to at all times What will make you stand out? Customer and solution focused Excellent attention to detail and ability to analyse data and interpret the information effectively to continuously improve the department/team Excellent working knowledge of Microsoft Office in particular Advanced Excel Skills Excellent communication skills, both verbal and written Ability to work on own initiative and to deadlines Strong analytical skills Good organisational and multitasking skills A team player who willingly collaborates with peers and assists others Reliable, discreet, and able to work with confidential information What's on offer? Are you ready to take your career to the next level? Don't miss out on this exciting opportunity. We are able offer, and encourage career growth, and have national coverage to facilitate ambition. In addition, we offer: • Competitive Salary of 32,000.00 to 35,000.00 GBP gross per year • 33 days holiday per year • Company Pension • Private Medical • Working with a great team