The company:
Elis is an international textile, hygiene & facilities services business, operating in 29 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 support 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:
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 CS operations. Take full ownership for the retention and development (growth) of existing and new dedicated accounts. Represent Voice of Customer in the local management team and give input to improvement of operations. Together with the rest of the Plant management team, ensure optimal delivery on expectations. Responsible for Plant commercial terms (contract management) and price conditions (whole prices, discounts etc.) You will be supporting the Ireland South Region.
Customer Service Focus
Plan and manage customer service operations within cost lines and relevant KPIs.
Developing KPIs and Structure (retention, performance scorecards, shorts, DOTIF, weekly CAM structure, team leadership)
Improve Customer Service operations based on Voice of Customer (VOC) and operational KPIs to lower customer effort and improve retention.
Manage the local operational and commercial relationships with all hotel customers
Collect VOC (e.g. customers and CS employees) and feedback to local management on good examples and improvement opportunities.
Monitor operational part of SLA and manage successes/failures.
Responsible for start-up and termination of customers.
Implement service channels at plant level and CRM (when available) advising of improvements.
Solutions to customer issues within mandate, including credit notes within mandate.
Commercial Focus
Take full ownership for the retention and development (growth) of existing single accounts (not group accounts), connecting with key business executives and stakeholders.
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 right competence levels.
Key relationship internally as part of the plant leadership team
Key decision maker in relation to customer impact
Manage all Customer Service resources, including personnel, in agreement with the General Manager/Senior Manager.
Continuous improvement
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.
KPIs
Margin Improvement.
Time to resolve issues.
Coaching of employees.
Skills matrix score.
Customer Retention.
Net promoter score.
Skills and experience:
A keen understanding of Customer Service Developments and supporting technologies.
* Customer-focused with strong communication and interpersonal skills.
* Leadership and motivational skills to successfully manage your team
* Enjoys working in a challenging often changing environment.
* The ability to think of ideas to improve Customer Service.
* A high level of decision making skills and a proven ability to manage for results.
* Full clean Drivers license