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Customer Service Supervisor

2 months ago

Wellington City, New Zealand ISS Full time

**Job no**: 528658

**Work type**: Full time

**Location**: Wellington

**Categories**: Supervisor

**The Opportunity**

ISS is hiring for the position of Customer Service Supervisor based at Victoria University halls of residence. Directly supporting our Contract Manager, this is a permanent full time role with a key focus to drive visible improvements in standards of service to our client/s.

This position is responsible for the day-to-day co-ordination and supervision of the Vic Uni Cleaning teams in the most cost effective manner, and in accordance with the client requirements, and company policy. Ensuring the Company’s contractual obligations to its customers are met in accordance with client requirements, company policy and such operations directives that will be issued. This is attained by, Establishing and maintaining a competitive advantage through providing the highest levels of customer service, and achieving or exceeding profitability, contract retention, growth, quality and safety throughout. Meeting legislative requirements, especially in relation to HSE and industrial legislation.

**Profile**

We want to hear from you if you consider yourself to have excellent communication skills - oral and written; proven supervisory, management and organisational skills; enjoy working in a dynamic environment; are solutions focused with a good eye for detail. Our successful applicant must be able to interact with a variety of people including staff, clients and the general public. You must be physically fit and have a high level of self-motivation as well as the ability to motivate a team to consistently deliver the highest standard of service, so what we are looking for is someone who can describe themselves as:

- Ensure staff training is current and actively engage with staff at tool box training and other training needs as required.
- Ensure all equipment maintenance is current, liaise with Contract Manager regarding any equipment break downs and issues.
- Identifying and recording any problems relating to cleaning services and or safety then initiate, recommend or provide solutions through the Contract Manager
- Investigates complaints, compliments, incidents and reports findings to the Contract Manager within the allocated time frames.
- Undertaking any other duties as directed from time to time by the Contract Manager commensurate with your abilities and training.
- Participate in Quality improvement activities and provide a high level customer service to clients.
- Report any risk identified (e.g.: Health & Safety, Financial, Technology, Public Image) to the Customer Service Manager and participate in risk management activities.
- Provides active, positive and impartial leadership for cleaning staff, actively works with direct reports to improve effectiveness/productivity and to ensure that branch objectives are met.
- Actively involved in appropriate training, succession planning and career development initiatives for team members, to ensure Unit Standards are met.
- Monitors ongoing progress of all cleaning staff within designated areas and acts promptly and appropriately to address performance, disciplinary or conflict issues with the Contract Manager.
- Ensure ordering chemicals and items of other operational needs and maintaining stores of these in a secure environment.
- Arrange and co-ordinate relief staff including those required to cover approved leave and emergencies to ensure all sites are cleaned to specification.
- Ensure that all time-sheets are accurately completed in Kronos, as per company procedures and approve staff leave
- Daily and weekly team reporting of H&S, staffing, training and customer requests/concerns.
- Provide regular updates on team performance.
- Represent the team on achievements and issues.
- Leads by example to reinforce and promote ISS commitment to safe work practice and a healthy working environment.
- Participate in monthly Health and Safety meetings held with H&S representatives.

**Our Benefits**:

- Working for leading organization with a fantastic reputation.
- Competitive pay on offer.
- Full job training given, with regular feedback.
- Great team culture in a fantastic work environment.

**Minimum Criteria**:

- Ability to communicate effectively with staff and to liaise with all levels of personnel
- Ability to demonstrate a strong customer focus and be responsive and caring towards customers and staff.
- Ability to work under pressure
- Reliable and Responsible
- Pride in personal and team performance
- Proactive with a can do attitude
- Self-motivated and can work under pressure
- A clean criminal record is a must
- NZ work rights is essential
- A reliable mode of transport to commute to work is required
- Relative industry experience will be preferred

**Advertised**: 18 Jan 2023 New Zealand Daylight Time
**Applications close**:

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