Customer Service Manager

Job Details

• Location: Inchinnan
• Contract: Full-time
• Employment: Permanent
• Working Pattern: Monday to Friday 40 hour working week.

About Elis

About a career with 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.

With opportunities across operations, engineering, logistics, sales and our head office support functions, there are many ways to develop your career with Elis.

The Opportunity

We have an exciting opportunity for an experienced Customer Service Manager to join our team at our Inchinnan site.

This is a key role within the operation, leading our Customer Service team and ensuring we continue to deliver an exceptional experience for our customers.

You’ll be responsible for building strong, long-term customer relationships, driving retention and ensuring we deliver against our commercial objectives. Working closely with our Operational and Sales teams, you’ll also identify opportunities to develop existing accounts, improve service and support continued business growth.

It’s a great opportunity for an experienced customer service leader who enjoys being close to both customers and operations and wants to make a visible impact within a fast-paced environment.

What You’ll Be Doing

As our Customer Service Manager, you’ll take ownership of the customer service function at Inchinnan. Your responsibilities will include:

• Leading, supporting and developing the Customer Service team.
• Championing a customer-centric culture and delivering consistently high standards of service.
• Building strong and proactive relationships with customers to understand their current and future needs.
• Managing customer accounts to support retention, revenue and profitability.
• Delivering against quarterly and annual targets.
• Monitoring customer usage against forecasts and communicating significant variances.
• Working collaboratively with Sales to identify growth opportunities within our existing customer base.
• Reviewing the commercial performance of accounts and recommending improvements or additional services.
• Monitoring customer satisfaction and account performance.
• Proactively identifying and resolving issues before they impact the customer.
• Managing complaints and challenging situations calmly and effectively.
• Ensuring customer information is accurate and maintained within our ERP systems.

What We’re Looking For

We’re looking for an experienced customer service professional who combines excellent relationship‑building skills with a strong commercial and operational mindset.

You’ll Ideally Bring

• Previous experience in a Customer Service Management, Account Management or similar customer‑focused role.
• Experience of leading and developing a team.
• Excellent communication and relationship‑building skills.
• Strong customer service and problem‑solving skills.
• The ability to manage complaints and challenging situations effectively.
• Strong organisational and time‑management skills.
• A proactive, flexible and solutions‑focused approach.
• The ability to collaborate effectively across Operations, Sales and other departments.
• Strong attention to detail and a focus on delivering results.
• Good IT skills, including Microsoft Office.
• Experience or a good understanding of ERP systems.

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.

Benefits

• Competitive salary - recognising your experience and the importance of the role
• 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
• Long-term stability - joining an established, successful international organisation
• A role where you can make an impact - with the autonomy to build strong customer relationships, drive retention and influence commercial performance
• A supportive, collaborative culture - where your ideas, expertise and contribution are valued
• 33 Days Holiday
• Private Medical

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