Customer Service Manager, Nz

6 months ago

Hamilton, New Zealand Rabobank Full time

Job Overview & Purpose:
To provide exceptional and professional front of house and office manager duties for all external and internal Rabobank New Zealand Limited customers at Head Office in Hamilton. This role is the first point of contact for clients and visitors, as well as undertaking the delivery of excellent administrative and operational duties to keep the office running efficiently.

Context of Job:
To provide exceptional customer service and front of house hospitality to all external and internal customers, managing the client facing area, as well as providing high quality administrative duties for the office as a whole. This role is full time office based and works closely with the Executive Assistant to CEO, Executive Administrator to NZLT, and the wider administration team. "

Key Responsibilities and Accountabilities:
Client Management
- Provide a seamless and professional front of house experience for all our external and internal customers.
- Greeting all visitors and customers, ensuring they have logged into the online Sine system which will advise the relevant staff member/s of their arrival.
- Escorting visitors/clients to the waiting area or meeting room, offering tea/coffee and ensuring water is provided at every meeting.
- Ensure the client area maintains policy in line with health & safety standards e.g. awareness of trip hazards, spills etc.

Meeting Room Management
- Proactively managing all meeting room calendars and bookings to ensure there are no conflicts.
- Management of client meeting rooms, ensuring all rooms are kept tidy, preparing rooms for meetings, ensuring IT equipment is in working order and rooms are stocked with appropriate stationery and water.
- Management of all internal meeting rooms, ensuring they are maintained, IT equipment is in working order and ready to be used by employees.
- Regularly monitoring and testing all meeting room IT equipment to ensure it is working. Liaising with the IT team to make any adjustments if necessary.

Facilities Management
- Liaison with the Workplace Coordinator in relation to office services as required - security, cleaners, maintenance contractors etc.
- Embed a process for owning and managing security tags for new employees, contractors and visitors - in alignment with policy health and safety standards. Liaison with external security companies.
- Managing and maintaining office stationery and kitchen supplies for Hamilton.
- Embedding a process for courier and mail management. This includes being responsible for all incoming and outgoing correspondence.
- Regular cleaning and maintenance of coffee machines.

Event Management
- Handling on-site event coordination both internal and external when required and in conjunction with requesting employee.

General / Ad Hoc
- Assist Leadership Team and EAs with overflow work.
- Other ad-hoc administration duties as required.

Qualifications:

- Office management qualifications an advantage but not essential.
- Hospitality background desirable. Experience:

- Minimum of 3 years’ experience gained in a professional/corporate company with a reception, administration and office management focus.

Knowledge:
Business Knowledge
- Interest and/or some knowledge of rural sector and finance / or banking industry experience and marketing.

**Skills**:Communication & Interpersonal Skills
- Display and promote a high level of conduct at all times.
- Demonstrate sound judgement.
- Act professionally and deal with external visitors and internal staff with respect and integrity.
- Promote a culture of professionalism, respect and fun.
- Strong communication at all levels both written and verbal.

Customer Focus
- Ability to develop and maintain relationships and networks with internal and external clients

Technical and Specialist Skills
- Strong proficiency in the use of Microsoft - Word, PowerPoint, Excel and Outlook.
- Experience in coordinating events.
- Travel logistics and scheduling.
- The ability to manage multiple initiatives and resources.
- Ability to suggest improvements to systems and processes.

Planning and Organisation
- Ability to plan and organise own work and perform under pressure.
- Self-motivated.
- Agile, Adaptable and flexible.

Rabobank Global Behavioural Skills:
Storytelling
- Organises insights and defines a logical flow to tell a story.

Complex Problem Solving
- Identifies problems and reviews related information, to develop and evaluate possible solutions.

Self reflection
- Takes time to reflect on own strengths and weaknesses, by asking feedback and uses this to develop and grow.

Service orientation
- Takes accountability for providing a high level of service quality towards clients, sustaining client relationships

Coaching
- Guides and supports peers in improving performance and expand, refine, and build new skills

Agility
- Demonstrates the ability to change own actions, course or approach in a changing situation

Judgement and decision-making
- Considers the rel

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