Head of Services

6 days ago

Gold Coast, Australia IBS Integrated Branding Solutions Full time

**Head of Services**
- IBS Integrated Branding Solutions is a trade manufacturer of paper, promotional and signage products for thousands of reseller clients across Australia. We’re looking for a _**full-time Head of Services**_ _to join our growing team. This is an ideal job for someone who is looking to work in a fast-paced environment and loves the opportunity to work as part of a team to achieve common goals._

We are looking for an experienced and passionate customer service and operations professional to oversee our services team. You will be the primary advocate for your clients and accountable for ensuring the highest standards of customer service are maintained and issues are immediately resolved. The Head of Services maintains a strong working knowledge of all industry standards and practices as well as the company's products and services.

**Duties and Responsibilities**:
∙ Delegates and directs service tasks, monitors the progress of current projects and manages service team members

∙ Managing new projects for large corporate accounts: new online portal builds, large campaigns, tenders

∙ Creation and implementation of workflows for all services, projects, and campaigns

∙ Acts as the main point of contact for existing and potential services clients and oversee all reactive interactions with them

∙ Liaising with Senior Management, Marketing, Design, Operations, and Business and Web Development in relation to project requirements such as quotes, design, samples, quality, manufacturing, operations, print, promo, and end-to-end procurement of products

∙ Liaising with overseas manufacturers for quotations, samples, products, and merchandise

∙ Managing financial invoices and accounts for all projects

∙ Negotiating contracts, product & service agreements with vendors to meet consistency in lead time, quality, cost and delivery requirements for clients

∙ Handles client complaints or concerns quickly and professionally to maintain good client relationships and ensure repeat customers. Work closely with the services team to resolve any issues & queries.

∙ Monitors internal and departmental issues to create methods to lessen recurring issues.

∙ Actively participates in weekly management meetings and provide an update on the status of the whole services department

∙ Establishes and monitors service KPIs

∙ Manages risk though compliance to policy, quality, and operational standards

∙ Understands and work within guidelines of the privacy and consumer legislation

**Qualifications**

∙ Minimum 5 years of Business Relationship Management and Project Management experience or in any other related function

∙ Excellent analytical and problem-solving skills

∙ Excellent customer relationship and communication skills

∙ Great team player and able to work efficiently

Supervisory experience of a services team preferred

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

Ability to commute/relocate:

- QLD: Reliably commute or planning to relocate before starting work (preferred)

Application Question(s):

- Expected Salary

Work Authorisation:

- Australia (preferred)

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