Customer Relationship Manager
Job description
Original text imported from Reed
Elis is an international multi service provider, offering textile, hygiene and facility services, we are a leader in circular services, allowing businesses to achieve optimal hygiene and protection for their employees and customers thereby enriching their well being in a sustainable way. Our rental maintenance model supports our customers to focus on their core business while reducing their environmental footprint. Our circular services emulate our commitment to a more sustainable future: connecting us, our clients and our planet.
We are looking for a highly motivated Customer Relationship Manager to join our team at Coventry to oversee and develop strong working relationships between our production site and our customers. You will be responsible for managing all assigned contracts, ensuring service excellence and driving continuous improvement across operations.
Customer Relationship Manager- Coventry
- Full-time
- Permanent
Knowledge & Skills
- Excellent verbal and written communication skills.
- Strong influencing and negotiation ability.
- Highly customer-focused and solutions-driven.
- Effective decision-making, time management, and organisational skills.
- Flexible and adaptable to changing customer and business needs.
- Strong IT literacy across MS Office and other systems.
- Demonstrated commercial awareness and contract management ability.
- Experience working within NHS or Facilities Management environments.
- GCSE English and Maths (or equivalent).
- Strong IT proficiency, including Word, Excel, and PowerPoint.
- Build and maintain strong customer relationships, ensuring high levels of service delivery.
- Work closely with Trust/Facilities Management teams to drive service excellence.
- Facilitate regular review meetings, quality checks and continuous improvement initiatives.
- Lead feedback and debriefing sessions to identify issues and implement improvements.
- Take ownership of actions required to resolve customer concerns within agreed timescales.
- Maintain effective communication with all stakeholders to ensure customer satisfaction.
- Review costs, ensuring correct pricing is applied.
- Manage and monitor KPIs to contractual levels, identifying trends and improvement actions.
- Produce detailed weekly, monthly and quarterly reports.
- Conduct regular customer satisfaction assessments.
- Lead and support the onsite team, including performance, absence and development.
- Manage invoicing and outstanding debt for assigned sites.
- Oversee mobilisation and demobilisation activity, including tender processes.
- 33 Days Holiday
- Company Pension
- Employee Assistance Programme
- On-site Parking
- Private Medical
- Life Assurance
We offer a competitive salary with bonus potential, supported by a strong national structure that enables growth and career ambition. You’ll also receive 33 days of annual leave, company pension and private medical cover, all while working as part of a genuinely supportive and collaborative team.
Key skills
AI-extracted from the job advert
Application advice
5 AI-generated recommendations to maximise your chances.
⭐ Emphasise any NHS or Facilities Management background prominently in your Professional Experience section, as this is a key requirement for the role.
📊 Quantify your achievements with specific metrics: instead of "managed contracts", write "managed 15+ contracts valued at £2.5M, achieving 98% customer satisfaction rating".
🎯 Highlight your proficiency with MS Office tools (Excel, PowerPoint, Word) with concrete examples—e.g. "created automated monthly KPI dashboards in Excel reducing reporting time by 40%".
🤝 Showcase your experience leading teams and managing performance: include examples of how you've developed staff, managed absence, or improved team performance.
💼 Demonstrate commercial awareness by including examples of cost control, pricing reviews, debt management, or successful tender processes you've led or supported.
Interview questions
10 questions generated from this advert.
Technical
- ›Can you describe your experience with contract management systems and how you've used Excel or other tools to monitor KPIs and produce reports?
- ›Walk us through how you would set up and maintain a weekly, monthly, and quarterly reporting structure for multiple customer contracts.
- ›Tell us about your experience with NHS or Facilities Management environments—what were the key differences in managing those contracts compared to other sectors?
- ›How have you used data analysis in Excel or similar tools to identify trends and drive continuous improvement actions?
- ›Describe your experience managing invoicing, debt collection, and cost reviews—what systems or processes have you implemented?
Behavioural
- ›Tell us about a time when you had to resolve a significant customer concern. What was the issue, and how did you ensure it was resolved within agreed timescales?
- ›Describe a situation where you had to influence or negotiate with a customer or internal stakeholder. What was the outcome?
- ›Give an example of when you've led a team through a period of change or improvement. How did you support them and manage any resistance?
- ›Tell us about a time when you've had to balance competing priorities—managing multiple contracts, team performance, and customer satisfaction. How did you prioritise?
- ›Describe your experience with mobilisation or demobilisation activity. What challenges did you face, and how did you overcome them?