Service Centre Manager

At Elis, we are dedicated to providing exceptional textile, hygiene, and facility solutions, and we believe our people are the key to our success. We’re looking for a passionate, results-driven Service Centre Manager to lead our customer service team and deliver an outstanding client experience that reflects our commitment to quality and innovation. In this role, you’ll be at the forefront of maintaining and enhancing our relationships with clients, setting the standard for excellent service, and leading a team that prides itself on responsiveness, professionalism, and customer satisfaction.

• Deliver quarterly and yearly sales targets as defined by the Customer Services Lead.
• Monitoring usage against sales forecasts ensuring effective communication to the customers & operational team regarding any significant sales variances.
• Champion a customer-centric culture, delivering market-leading customer service that will secure valuable long-term customer relationships.
• Oversee customer account management, ensuring revenue retention & profitability margins.
• Prepare reports on an account basis to track performance and customer satisfaction.
• Collaborate with the sales team to identify and drive growth opportunities within the customer base.
• Management of customer accounts that is timely and ensures successful delivery to all customers.
• Understand the needs and future requirements of customers through proactive account management.
• Work with the Sales team to review the commercial viability of accounts, recommending improvements or additional services.
• Review stock levels of all bespoke products ensuring continued usage and that no obsolescence is created.
• Updating of ERP system to ensure customer data is accurate.

• Highly customer service focussed with proven customer service management or other relevant experience
• Enthusiastic, hardworking, and determined
• Excellent communication skills (verbal and written) and the ability to build good customer relationships
• Work as an active member of a multi-disciplinary team, working independently and in a team environment
• Strong collaboration skills (across departments and sales teams)
• Time management and organisational skills
• Attention to detail and understanding the importance of timely communication
• Flexible and able to react quickly to the needs of the customer
• The ability to handle complaints and difficult situations in a patient, calm and effective way
• Works proactively to prevent customer issues
• IT literate (Microsoft Office)
• The ability to be flexible, decisive and quick-thinking and strong problem-solving ability
• Strong operational/results focus and execution skills