Client Service Manager

2 weeks ago

Auckland City, New Zealand G.S & SONS COMPANY LIMITED Full time

**Key Responsibilities include**:
**Client Relationship Management**
- Act as the primary point of contact for corporate clients, fostering strong, professional, and long-term relationships.
- Gain a thorough understanding of client property requirements, addressing concerns promptly to enhance satisfaction and retention.
- Conduct regular meetings and site inspections with clients to monitor service delivery, resolve issues, and gather feedback for improvement.

**Customer Service Planning & Review**
- Develop service plans tailored to client needs, ensuring cleaning schedules and resources are aligned with contractual obligations.
- Review and analyse customer service performance regularly, identifying trends, gaps, and opportunities for improvement.
- Implement service enhancements and process adjustments to deliver consistent, high-quality outcomes.

**Operational Oversight**
- Coordinate with property management and facilities teams to ensure all services are delivered efficiently, on time, and in line with contracts.
- Oversee the execution of cleaning, maintenance, and related schedules, ensuring alignment with commercial lease and service agreements.
- Ensure strict compliance with health, safety, and building regulations across all managed sites.

**Staff Management**
- Support the recruitment, training, and induction of staff responsible for cleaning and client services.
- Monitor staff allocation and rostering across multiple commercial sites, ensuring optimal coverage at all times.
- Provide feedback, coaching, and performance management to maintain service quality and standards.

**Quality Assurance**
- Conduct routine audits and inspections to uphold the highest standards of service delivery.
- Develop and implement corrective action plans where service or performance gaps are identified.
- Keep accurate records of audits, inspections, complaints, and resolutions for accountability and reporting.

**Reporting & Administration**
- Prepare detailed service reports, incident logs, and client feedback summaries for management and client review.
- Assist with contract reviews, renewals, and negotiations, providing recommendations for service improvements.
- Track and report on key service metrics to ensure performance targets are consistently met.

**Requirements for this role include**:

- Minimum 1 year of relevant industry experience.
- Availability to work on weekends.
- Strong organisational and multitasking skills.
- High attention to detail and accuracy.
- Ability to work independently and in a team.
- Willingness to travel for client meetings.
- Self-motivated and hardworking.

**Job Types**: Full-time, Permanent

Pay: $30.00 - $37.00 per hour

Work Location: In person

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