Location: Auckland, New Zealand
Employment type: Permanent, Full-time

Hours of work: Guaranteed 30 hours/week

About us- 

Rhino Shrink is a specialist provider of shrink wrapping and scaffolding services, delivering high-quality solutions across residential, commercial, industrial, marine and horticulture projects. We are seeking a qualified OR experienced Client Service Manager to lead our customer service operations and ensure outstanding service delivery across all projects.

 

About the role-

The Client Service Manager is responsible for planning, coordinating, and continuously improving client service delivery at Rhino Shrink. The role focuses on developing customer service policies and procedures, managing service delivery efficiency, leading customer service staff, and ensuring high levels of client satisfaction across all shrink wrapping and scaffolding services.


Key Responsibilities-


•    Develop, review, and implement policies, programs, and procedures relating to customer relations and the delivery of Rhino Shrink’s services.
•    Ensure customer service practices align with company standards, health and safety requirements, and client expectations.
•    Plan and coordinate customer service operations to ensure efficient handling of enquiries, bookings, and service delivery.
•    Monitor workflows and communication processes to support efficient service coordination between clients and operational teams.
•    Provide direction, guidance, and feedback to staff involved in customer service and client coordination.
•    Assist with recruitment, onboarding, training, and ongoing development of staff.
•    Manage, motivate, and support staff to maintain a high standard of professional client service.
•    Plan and implement after-service follow-up processes to assess customer satisfaction and service outcomes.
•    Address client feedback and service issues and implement improvements where required.
•    Review service performance and recommend changes to enhance service quality and client experience.
•    Liaise with internal operational teams, service agents, and subcontractors to ensure client requirements are met.
•    Communicate directly with customers to identify expectations, resolve issues, and maintain strong working relationships.
•    Analyse customer feedback and service performance to improve service delivery processes.
•    Contribute to the ongoing development of customer service strategies to support business growth and repeat business.

 

About You-

  • Must hold a Diploma or above level qualification gained in Business/ Management or related field.
  • In the absence of a qualification, proven experience in a customer service management or service delivery role for 2 years or more is required.
  • Strong leadership, communication, and organisational skills.
  • Ability to manage multiple priorities in a fast-paced service environment
  • Client-focused approach with strong problem-solving skills

What we Offer-

  • A key management role within a growing specialist service business
  • Opportunity to shape and improve customer service systems and processes
  • Supportive team environment and long-term career opportunities

If this sounds like you, apply today with your CV and Cover letter.

 

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