Customer Services Manager

Position Overview

We are seeking an experienced Customer Services Manager to oversee the end-to-end management of laundromat business. This role will be responsible not only for daily operational control but also for financial oversight, workforce leadership, compliance, and relationship management with both retail and commercial clients. The ideal candidate will demonstrate strong business acumen, people management skills, and the ability to drive profitability while maintaining service quality.

Position Title: Customer Services Manager

Payrate: $35-$40 per hour

Hours: Minimum 30 hours weekly

Location: Waikato

Key Responsibilities

• Manage daily operations across all laundromats to ensure consistent service delivery.
• Standardize and enforce operational policies, cleaning standards, and safety compliance.
• Monitor site performance and implement continuous improvement initiatives.
• Ensure facilities are well maintained, hygienic, and fully operational.

• Oversee budgets, financial planning, and cost control for all locations.
• Prepare regular financial and performance reports for management/owners.
• Monitor revenue, expenses, and profitability across all laundromats.
• Manage supplier contracts, negotiate pricing, and control procurement costs.
• Implement systems for cash handling, auditing, and financial accountability.

• Recruit, train, supervise, and roster cleaning and operational staff.
• Set performance standards and conduct staff evaluations.
• Provide leadership, guidance, and motivation to create a high-performing workforce.
• Resolve workplace disputes and promote a positive team culture.

• Manage commercial client relationships for bulk laundry services.
• Negotiate service agreements and pricing with business clients.
• Handle escalated customer complaints, ensuring issues are resolved efficiently.
• Monitor customer satisfaction levels and implement service improvement measures.

• Ensure compliance with workplace, health and safety, and industry regulations.
• Maintain accurate business records, contracts, and operational documentation.
• Report on operational performance, staff management, and financial outcomes.
• Develop and execute marketing and promotional campaigns to attract new customers and retain existing ones.
• Identify and pursue business partnerships, such as with hotels, motels, gyms, and care facilities, for bulk laundry contracts.
• Introduce loyalty programs, referral incentives, and seasonal offers to drive repeat business.
• Work with management to expand operations into new geographic areas

Key Requirements

• 2 years’ experience or Level 4 qualifications.
• Excellent leadership, negotiation, and interpersonal skills.
• Strategic thinker with problem solving ability.
• Strong organizational skills and willingness to travel across sites.