Customer Relationship Manager

Elis is an international multi-service provider, offering textile, hygiene, and facility services solutions. We are a leader in most of the 28 countries in which we operate, employing 50,000 professionals.

We currently have an exciting opportunity for a Customer Relationship Manager to join our Coventry site, to build and maintain the relationship between factory and customer and take responsibility for the management of all assigned contracts in collaboration with the Management Team.

Possessing excellent interpersonal skills, you will drive service excellence through close co-operation with Trust/Facilities Management representatives. You will facilitate regular review meetings and quality checks with designated contacts, constantly seeking out opportunities to improve systems and procedures. Proactive and driven, you will run feedback and debriefing sessions and undertake regular customer satisfaction appraisals, to identify customer issues and identify opportunities to improve policies, processes and procedures. This will include the generation of detailed weekly, monthly and quarterly reports, making recommendations as appropriate and in line with best practice.

Assuming responsibility for ensuring that all necessary actions are taken in response to specific problems and requests within laid down timescales and costings, you will manage and monitor KPI’s to contractual level and make recommendations on any trends and improvements required. Tenacious, you will persist with lines of communication or escalations until a satisfactory conclusion is achieved and maintain effective communication with the customer on all agreed actions to ensure expectations met, and where possible exceeded.

We are looking for someone with a customer centric mindset and proven commercial management acumen, with experience working within a Facilities Management environment. You will possess excellent communication skills and be able to communicate at all levels across both internal and external stakeholders, obtaining, sustaining and maintaining strong working relationships. Proactive and solution focused you will assist in ensuring customer and company expectations are met and where possible exceeded at all times and be flexible and able to react quickly to the needs of the customer and Elis.

Driving licence is required for this role.