Title: Client Services Manager
Full job description
Reports to: DOC Division Manager
Direct Reports: Area Managers
Contract Type: Permanent with probation period of 6 months
Hours: Full-time, 40 hours per week (flexible)
Location: Dublin, County Dublin
OVERALL RESPONSIBILITY
Our client seeking a highly motivated, customer focused individual with an experience in managing teams, to manage and provide support to the team of Area Managers on the day to day. The successful candidate will manage a team of Area Managers, who are responsible for delivery of consistent and high standards across multiple client facilities. The main functions of this position are:
to provide support, guidance and assistance that allows the team successful delivery of our services and in turn will result with building partnerships, creating value for the customers, ensuring contract retention and growth of the company.
to manage the team and ensure they are fulfilling their duties in line with the expectations outlined.
MAIN DUTIES/RESPONSIBILITY
Team:
Provide professional leadership, guidance, and direction to the team.
Lead a culture of reward and recognition within the team, through the development of people to minimise employee turnover.
Encourage appropriate attitudes and behaviours and increased employees' engagement results.
Deal with all aspects of recruitment process for new Area Managers.
Training and familiarisation process for new area supervisor / managers and deliver all aspects of the initial training as required.
Coordinate and control the operational activities of the team.
Monitor the performance of the area managers on the day-to-day basis.
Monitor their weekly timesheets and carry out random checks of Fleetmatics to ensure terms and conditions of work are fulfilled.
Control the quality of paperwork (permanent change sheets, sales adjustment sheets, fortnightly payroll) and support the area supervisors / managers in this function.
Coordinate and schedule site audits and e-cat audits for the team and ensure auditing is completed in line with agreed frequencies.
Monitor area supervisors / managers use of sap for urgent orders, service calls, compliments and complaints recording etc.
Ensure the internal communication within the team is effective.
Support area managers with constructing schedules and day to day operational queries.
Complete performance reviews in line with company policies.
Manage performance effectively, including involvement in disciplinary procedures when required.
Provide cover for area supervisor / area managers during planned and un-planned annual leave / sick absenteeism etc.
Act as mobilisation Manager for the commencement of small and medium new contracts.
Provide the doc division manager with the monthly report of activity, progress.
Clients:
Build & maintain an excellent working relationship with selected Clients.
Ensure that Clients' queries are dealt with effectively & promptly.
Ensure that cleaning specifications & excellent cleaning standards are delivered across all sites.
Carry out random site visits to ensure the contracts are operating in line with specifications and within budget frames.
Assist on selected Clients' site audits and meetings when required.
Assist with completion of monthly reports, KPI's and SLA's.
Participate on QBR's with designated clients.
Act as a first point of escalations after Area Managers and take responsibility for managing issues until satisfactory outcomes are achieved.
Identify areas of improvement and drive the changes when required.
Identify new business opportunities.
Internal: - Work closely with all Departments within the company to support the needs of the Area Managers with their day to day running of business and maintain communication to ensure rapid response times to problems and issues which may arise.
Health & Safety:
Oversee health and safety on sites and work closely with H&S Manager to ensure full compliance with both our internal and Client's HS requirements.
Promote H&S culture across the staff on sites.
Sales Department:
Provide detailed and accurate information regarding ad hoc project works, additional requirements, quotations etc.
Support business development team on new business generation and increased service density.
Assist with any financial / sales queries on the existing portfolio (inc. Credit notes).
Provide input to pricing reviews on clients' contracts, including negotiations with clients regarding scope increases and decreases.
HR Department:
Assist HR Department with TUPE process when required.
Provide accurate information regarding any HR related issues to support HR.
Training:
Identify training needs and coordinate ongoing training with Training Manager.
Payroll and Finance:
Assist Finance and Credit Control team in securing POs, chasing outstanding invoices etc.
Work closely with the Payroll Department to ensure the fortnightly payroll process runs smoothly (Area Managers to provide detailed and accurate timesheets, PCS sheets, control Over Time).
Closely oversee the biweekly wages to identify and rectify any errors before submitting them to payroll.
Act as an escalation point for any queries / issues / corrections related to payroll or eCat applications and address with the team as / when required.
PERSON SPECIFICATION
Ability to work as part of a team and under own initiative.
Ability to multi-task and prioritise workload under pressure.
Ability to find solutions to complex problems and make commercial and operational decisions.
Ability to take initiative, make decisions and demonstrate effective problem solving.
Strong planning and organisational skills.
Professional appearance.
Extensive customer service skills and experience in client relationship management.
Experience with budgeting, reporting and performance management.
Experience with SLA management and KPI reporting.
Excellent communication skills.
Excellent time management skills.
Excellent problem - solving skills and ability to prioritise workload under pressure.
Excellent PC skills (proficient user of Word, Excel, PowerPoint).
Key requirements:
1. Min. 2 years' experience in the service industry or contract cleaning industry.
2. Min. 2 years' experience in managing teams.
3. Full clean drivers' licence.
4. Eligibility to work in Ireland on F/T basis and flexibility is essential.