The company provides a comprehensive textile, hygiene & facilities services business across 29 countries. We deliver a complete range of products including workwear, mats, mops, bed and bath linen, hygiene supplies, and pest control services.
Our operations are supported by plants and distribution hubs across Ireland, allowing us to offer an unparalleled level of nationwide service with accredited systems and a commitment to the highest infection control standards.
We proudly support over 10,000 Irish businesses with our 1400+ workforce, delivering quality products and services while helping clients reduce their environmental footprint through our circular services.
The Role:
You will lead and direct the customer service team in delivering excellent customer care by focusing on proactive customer relationships, people development, problem prevention, and continuous improvement of CS operations.
To achieve this, you will take full ownership for the retention and development (growth) of existing single accounts, connecting with key business executives and stakeholders.
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 local operational and commercial relationships with 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, 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.
Requirements
* 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