Contracts Manager Care

2 weeks ago

Tullamarine, Australia ACW Full time

_**Be part of a dynamic and growing operations team with a national facilities service provider in the community care sector**_

**About us**

ACW are a family-owned, national facility services company with over 30 years’ experience supporting businesses and delivering services in the corporate and community sectors with cleaning, maintenance, housekeeping, licensed trades and solar.

Our Operations Team provides cleaning, laundry, and property maintenance services for our clients across a range of sectors and we're seeking a _Contracts Manager-Care_ to manage business relationships in a range of portfolios to meet client expectations and deliver high quality cleaning services and an excellent customer experience for our clients.

This is an autonomous role that is not for the faint hearted. Whilst you will enjoy a mix of office-based administrative work and being on the road conducting site visits, the priority for this role is managing relationships between the business, clients, and staff so you will need to be equipped to work under pressure, juggle competing priorities and respond effectively to a constant stream of client requests.

**Your day to day**
- Manage day-to-day relationships and expectations with our clients and our teams.
- Maintain quality services and standards at each site within budget.
- Follow up ad hoc requests.
- Upsell and organise additional services.
- Workforce management to ensure our on-site teams have the training, materials, equipment, and motivation to deliver excellent quality services.
- The timely handling of complaints and issues from clients and the workforce.

**What you will bring to the organisation**
- Operations and/or workforce management/leadership/supervision experience.
- Relationship/Client Portfolio management.
- Negotiation, conflict resolution and problem-solving skills.
- Excellent verbal and written communication skills.
- Budget management experience.
- Analytical thinking coupled with a desire for continuous improvement.
- A proactive ‘can do’ attitude, enthusiasm, compassion, diplomacy, and positivity.
- Ability to multi-task, prioritise and work under pressure as you will be managing the needs of multiple client portfolios simultaneously.
- Strong attention to detail.
- Excellent literacy and numeracy skills.
- Ability to balance client expectations versus business expectations and requirements.
- A willingness to work hands on if required.
- A willingness to be on call 24/7 in case there's an urgent issue with clients or the cleaning team.
- Self-control and mature responses.
- A sense of humour.

**Desirable**
- Proficiency in the use of Microsoft Office suite and any CRM
- Customer service, contract management, relationship/client management or business development experience
- A minimum of 3 years’ experience in cleaning, housekeeping or laundry, as a team leader or area supervisor
- Experience working in the care sector - healthcare, aged care, disability, childcare

**Mandatory requirements**
- COVID-19 vaccination, minimum of 3 doses and willing to take boosters as required.
- Yearly flu vaccination
- Current Police Check or willing to undertake one.
- NDIS Screening Clearance
- Working With Children Check
- Driver’s Licence

**Why work for us**

You will be part of a team who loves what we do, takes time to have fun, has a passion for excellence, and is willing to go the extra mile for our clients and each other. You'll enjoy a genuinely caring environment where you'll be part of the family from day one.

You'll receive a competitive salary plus laptop, phone and company car, fuel card, on-going professional development, supportive coaching and mentoring, and a paid day for volunteering with one of our not-for-profit clients.
- To apply, please submit your CV with a cover letter telling us why you're interested in the role and what you can bring to our Operations Team._

**Salary**: $65,000.00 - $75,000.00 per year

**Benefits**:

- Company car

Schedule:

- 8 hour shift

Application Question(s):

- Do you have operations and/or people management experience? If so, how many years?
- Do you have relationship/contract management or customer service experience? If so, how many years?
- Are you proficient in the use of Microsoft Office products such as Outlook, Excel, Word, PowerPoint and a customer CRM?
- Do you have at least 3 doses of the COVID-19 vaccination?
- Have you had your annual flu vaccination or are you willing to obtain one?
- Are you an Australian citizen, permanent resident or do you have temporary work rights in Australia?

Licence/Certification:

- National Police Check and Working With Children Check? (preferred)

Work Location: In person

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