Location: Hybrid / Cork, Ireland
Job Type: Permanent / Full-time
Sector and Subsector: Sales | Customer Service
Salary: Negotiable Salary
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 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: 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.Develop 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.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: Time to resolve issues.Coaching of employees.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.Apply for this PositionFirst Name
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Elis Ireland is committed to creating an inclusive work environment. As part of our commitment to equality, we aim to provide reasonable accommodations to qualified applicants with disabilities to enable them to participate in the recruitment process and perform essential job functions. Do you require us to provide you with any additional accommodations during the recruitment process?
If you answered "Yes," please specify any accommodations you may need. Note: Providing this information is voluntary and will be treated with strict confidentiality. It will only be used to ensure that necessary accommodations are provided during the recruitment process and employment, please mention N/A if you don't want to provide this information.
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The administrator of your data is Elis Ireland with its registered office in Dún Laoghaire, Co. Dublin, Ireland. The data is collected for the purposes of recruitment for the position given in the advertisement; it can also be processed in future recruitment processes with your additional consent. Providing personal information is voluntary. You have the right to access the data, correct or delete it. Detailed information on the processing of personal data by Elis Ireland can be found in the principles of data processing in Occupop and our Privacy Policy. I agree to the processing of my personal data by Elis Ireland for the purposes of this recruitment process for the position specified in the advertisement. By applying to this job you accept the Privacy Policy.
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