Customer Service Manager

ADVANCED FACILITY CARE (NEW ZEALAND) LIMITED is looking for a Customer Service Manager to manage and oversee the New Plymouth area operations related to the commercial cleaning services offered by the company.

Some of the tasks related to this role are:
- Organises, controls and coordinates the strategic and operational management of the service in the given territory
- Plans, administers and reviews customer services and after-sales services, and maintains sound customer relations in the allocated area
- Developing and reviewing policies, programs and procedures concerning customer relations and goods and services provided
- Manage contract documentation and compliance with company policies.
- Oversee the day-to-day operational management of clients' services, ensuring service delivery meets established quality standards, hands-on with the ability to anticipate the needs of your team
- Investigate and address any contractual discrepancies or performance issues.
- Providing direction and feedback to team members and assisting with recruitment
- Conduct regular staff and franchisee meetings to review performance and operational standards
- Conduct regular audits of franchisee performance to ensure compliance with contractual obligations and company standards
- Ensure that all staff and adhere to the companies Health and Safety Polices.
- Managing, motivating and developing staff providing customer services
- Planning and implementing after-sales services to follow up customer satisfaction, ensure performance of goods purchased, and modify and improve services provided
- Provide leadership to reolve day-to-day operational challenges
- Ensure correct staffing numbers are recruited and maintained to complete the job within budget labour costs.
- Undertake any other tasks as may be reasonably required to assist the company in achieving its business objectives
- Plan and organise startup of new contracts
- Manage multiple sites and cleaning teams

Working on weekends and being available on calls are required for this position.

Remote work/Work-from-home or Hybrid/flexible work options can be considered for the right candidate.

Offered wage rate: $35 - $45 per hour (based on experience and skills)
Employment is full-time with a minimum of 30 hours per week.

You should have a relevant qualification (Bachelor's Degree or higher) or at least 2 years of NZ work experience, either in customer service or in retail.

All suitable candidates should be able to pass a drug test and a Ministry of Justice check when required.