Client Service Manager

Wales Island Limited provides commercial and industrial cleaning

services across Auckland. Our cleaning contracts include the New Zealand sites of an Australian-based pharmaceutical company, where strict hygiene, safety and service standards apply. These premises have strict hygiene rules – smoking or vaping is not permitted onsite.

Due to increased client-service requirements, we are seeking a capable and customer-focused Client Service Manager to manage customer relationships, review service delivery and coordinate improvements across our commercial-cleaning contracts.

Key responsibilities

 Plan, administer and review customer-service activities across the company’s commercial-

cleaning contracts.

 Plan and implement after-sales service follow-ups to assess customer satisfaction, confirm

that agreed cleaning services meet the required standards, and arrange corrective action or

service improvements where required.

 Develop and review procedures for customer communication, complaints and service

quality.

 Act as a key contact for clients and site representatives regarding service requirements,

feedback and concerns.

 Maintain professional and constructive relationships with customers.

 Investigate service concerns and coordinate appropriate corrective action with cleaning

teams and management.

 Review customer feedback and recurring service issues and implement practical service

improvements.

 Liaise with clients, the Director, cleaning staff, suppliers and service agents to identify and

respond to customer expectations.

 Provide direction, support and feedback to staff involved in customer-service delivery.

 Assist with staff recruitment, induction and training where relevant to client-service

standards.

 Maintain customer-service, complaint and follow-up records and prepare reports for the

Director.

Requirements

Applicants must have either:

 at least 18 months of relevant work experience in commercial cleaning or a related cleaning

or service-delivery environment; or

 a relevant NZQF Level 4 or higher qualification in business, management, customer service,

cleaning operations or a related field.

Applicants must also have:

 a sound understanding of commercial-cleaning standards, hygiene requirements and

customer expectations;

 strong customer communication, organisation and problem-solving skills;

 the ability to respond professionally to customer concerns and coordinate solutions with

staff;

 the ability to provide clear direction and feedback to employees;

 basic computer, email, record-keeping and reporting skills;

 a valid New Zealand driver licence and reliable transport for travel between client sites;

 an understanding of workplace health and safety requirements;

 a clean police record; and

 the ability to pass pre-employment drug and alcohol testing.

Previous customer-service experience will be an advantage.

Please apply with a detailed CV and cover letter explaining how your qualifications, experience and

skills meet the requirements of the position.

Pay: $32.00 – $35.00 per hour

Work Location: In person