Customer Service Manager

About Elis

Elis is an international leader in textile, hygiene and facility services, helping businesses across a wide range of industries to operate safely, sustainably and efficiently. With a presence in 29 countries and a team of around 52,000 people, we combine the scale and stability of an international organisation with the opportunity to build a rewarding and long-term career.

Our people are at the heart of everything we do. We believe in investing in our people, recognising their contribution and giving them the opportunity to develop, progress and build careers they can be proud of.

At Elis, you'll be part of a culture built on trust, respect and collaboration, where your ideas and contribution are valued. We want our people to have a voice, and our commitment to listening and acting on employee feedback was recognised when Elis UK won Best Employee Engagement Experience Initiative at the 2024 CIPD People Management Awards for our Employee Voice programme.

The Opportunity

We’re looking for an experienced and commercially minded Customer Services Manager to join our Clinical Solutions business, taking ownership of key customer relationships across London and Greater London.

This is a field-based role, attached to our Brixton site. There is no requirement to attend the Brixton office on a regular basis, other than for formal meetings, training and other occasional business requirements. The majority of your time will be spent working with and supporting customers across London and Greater London.

This is much more than a traditional customer service role. You’ll be responsible for building strong, long-term partnerships with our customers, delivering an exceptional level of service and taking a proactive approach to customer retention, account development, revenue and profitability.

You’ll become a trusted partner to your customers, understanding their needs, anticipating challenges and working collaboratively with our operational and sales teams to deliver solutions that add real value.

The emphasis on customer retention, commercial performance and developing the existing customer base comes directly from the role's purpose.

What You'll Be Doing

• Build and maintain strong, trusted relationships with customers across London and Greater London.
• Champion a customer-first culture, delivering market-leading service and creating long-term customer partnerships.
• Take ownership of customer accounts, with a strong focus on retention, satisfaction, revenue and profitability.
• Develop a detailed understanding of each customer's current and future requirements through proactive account management.
• Monitor account performance and customer satisfaction, identifying opportunities for improvement.
• Work closely with Sales to identify growth opportunities within the existing customer base.
• Review the commercial performance of accounts and recommend improvements or additional services where appropriate.
• Monitor customer usage against forecasts, communicating effectively with customers and operational teams where variances arise.
• Proactively identify and resolve potential customer issues before they escalate.
• Manage challenging customer situations calmly, professionally and effectively.
• Ensure customer information and account data is accurate and maintained within our ERP system.
• Collaborate closely with operational, commercial and wider internal teams to ensure we consistently deliver for our customers.

What We're Looking For

We’re looking for someone who combines exceptional relationship-building skills with a strong commercial mindset.

You’ll ideally bring:

• Previous experience within Customer Service Management, Account Management or a similar customer-facing role.
• A proven ability to build and develop strong, long-term customer relationships.
• A proactive approach to customer retention and account development.
• Strong commercial awareness and an understanding of the importance of revenue and profitability.
• Excellent communication and stakeholder-management skills.
• Confidence working independently in a field-based environment.
• Strong organisation and time-management skills, with the ability to manage multiple customer relationships.
• A collaborative approach and the ability to work effectively across Sales, Operations and other internal teams.
• The confidence to manage complaints and challenging customer situations effectively.

What We Offer

At Elis, we believe great people should be recognised, supported and given the opportunity to grow. In return for the impact you’ll make, you’ll receive a strong benefits package and the opportunity to build a long-term career within an established international business.

We offer:

• Competitive salary – recognising your experience and the importance of the role
• Car allowance – supporting you in your field-based role across London and Greater London
• 25 days’ annual leave plus bank holidays – giving you time to switch off and recharge
• Private medical cover – supporting your health and wellbeing
• Company pension – 5% employer contribution alongside 5% employee contribution
• Life assurance – providing additional peace of mind for you and your family
• Investment in your development – with ongoing training and opportunities to grow your skills and leadership capabilities
• Genuine career progression – with opportunities to develop your career across Elis in the UK and our wider international business