Customer Service Manager

2 weeks ago


Sydney, Australia International Hotel Services IHS Full time

**About Us**:
International Hotel Services (IHS), a wholly owned subsidiary of the Bayton Group, has been a pivotal force in shaping elevated standards within the accommodation industry since its inception in 1998. Offering a comprehensive suite of specialised services, IHS is dedicated to enhancing the operational efficiency and cleanliness of hotels and related establishments. From expert carpet cleaning and emergency cleans to grounds maintenance, hygiene services and beyond, IHS is positioned as a trusted partner in providing tailored solutions to meet the diverse needs of the hospitality sector. The Bayton Group, a national leader in cleaning and associated services, manages portfolios in aged and healthcare, commercial, industrial and retail sectors. Currently servicing over 850 sites, the Bayton Group engages more than 2,500 cleaning specialists nationwide.

With a commitment to service excellence, we are seeking a dynamic and experienced **Customer Service Manager** to join our team.

**Duties and Responsibilities**:

- Oversee the day-to-day administration of customer service operations, ensuring efficiency and adherence to established service standards.
- Develop customer service policies, programmes and procedures that align with the values and objectives of IHS.
- Review, update and communicate customer service policies, programmes and procedures to ensure consistency and compliance across IHS.
- Assist with the recruitment of customer service staff and conduct training programmes to develop their skills and ensure consistent, high-quality service delivery.
- Provide motivation and strong and effective leadership to the customer service staff, setting clear expectations and fostering a positive and collaborative work environment.
- Develop and implement after-sales service strategies to assess customer satisfaction and modify and improve services provided.
- Implement effective procedures for handling customer complaints, refund requests and other feedback, ensuring timely resolution.
- Train other staff members about how to deliver a high level of service and build positive customer relationships.
- Collaborate closely with other organisational units within the Bayton Group, fostering strong communication channels to align customer service strategies with overall business objectives.
- Liaise with service agents and third-party partners to ensure seamless integration of services, addressing customer expectations through effective collaboration and coordination.

**Qualifications**:

- Diploma in business management or a related field
- At least 2 years of experience as a Customer Service Manager, preferably in the hospitality industry
- Strong leadership and interpersonal skills
- Excellent communication and problem-solving abilities
- Ability to thrive in a fast-paced and dynamic environment

**Salary Offer**: $70,000

If you are a customer-focused professional with a passion for excellence, we invite you to join our team at IHS.

**Salary**: $70,000.00 - $75,000.00 per year

**Benefits**:

- Professional development assistance

Schedule:

- 8 hour shift

Supplemental pay types:

- Overtime pay

Work Authorisation:

- Australia (preferred)

Work Location: On the road


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