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Elis is an international textile, hygiene & facilities services business, operating in 30 countries across the globe, delivering a complete textile rental and laundry service. We offer everything from workwear to mats, mops, bed and bath linen, hygiene supplies and pest control services.
With plants and distribution hubs across Ireland, Elis offers an unrivalled level of nationwide service with accredited systems and a commitment to the highest infection control standards. Our 1400+ workforce proudly supports over 10,000 Irish businesses, delivering quality products and services. Our circular services help clients stay focused on their core business while allowing them to reduce their environmental footprint.
The Role
Reporting to the General Manager, the successful candidate will play a pivotal role in organising and developing the Customer Service Team in order to give a high-quality efficient service to our customers. The successful candidate will oversee and manage the daily operations of the customer service department. The duties will include communicating customer service objectives to the Customer Service Team and other department personnel, compiling data to make assessments of their department's progress, and coordinating with upper management to find ways to enhance their customer service objectives among their employees. The successful candidate will be expected to have a commercial understanding of customer accounts, around profitability and net contribution to profit.
Main Responsibilities:
1. Leading and motivating the customer service team to ensure they provide the best possible service for the company.
2. Organising the customer service department to ensure that customer queries and complaints are dealt with in the most efficient, cost-effective, and complete way, always ensuring maximum customer satisfaction is achieved.
3. Building strong relationships with a large customer base to ensure that customers are satisfied with the service and customer retention remains core to all our activities.
4. Developing and updating customer service procedures and policies.
5. Reporting regularly on customer service achievements in all key areas.
6. Liaising between customer service and other functions to ensure that maximum efficiencies and customer satisfaction are maintained.
7. Assisting in recruitment, development, and appraisal of staff.
8. Setting customer service goals for team members and helping them achieve their goals.
9. Taking ownership of customer issues and following problems through to resolution.
10. Tracking user feedback, key performance indices, and other statistics.
11. Preparing weekly and monthly reports to include financial performance for the department.
12. Managing the weekly payroll for the customer service team.
13. Working with the management team to drive the strategy for Customer Service, to deliver on customer growth and customer satisfaction goals.
14. Assessing customer accounts to ensure that they are profitable to the business.
15. Working with senior management on customer renewals and pricing.
16. Preparing and delivering presentations to the senior leadership team on the financial and commercial performance of the Customer Service Team.
17. Managing the process and renewal gap.
18. Setting and managing KPIs for the Customer Service Team.
Skills and Experience:
1. A keen understanding of Customer Service developments and supporting technologies.
2. Customer-focused with strong communication and interpersonal skills.
3. Leadership and motivational skills to successfully manage your team.
4. Enjoys working in a challenging, often changing environment.
5. The ability to think of ideas to improve Customer Service.
6. A high level of decision-making skills and a proven ability to manage for results.
7. A degree in Business Management or in a similar discipline is desirable but not essential.
This is a full-time role and the ideal candidate will be able to work flexibly to support business needs.
If this sounds like you, we would like to hear from you.
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