Client Services Manager

This is a secure Full time role in Townsville within a fast-growing, family-owned business operating for more than 20 years specialising in all aspects of commercial cleaning.

Please only apply if you are in Australia and have no work permit restrictions

Preface:

This position description outlines the general company expectations of this role. Within the core duties aligned to this role variations may occur from time to time through directives as requested by the Area Manager / Managing Director at their discretion.

Reports to:

Area Manager / Managing Director Cairns.

Mission Statement:

To provide continued company growth within the cleaning service industry achieved through

fostering relationships, sound financial accountability, developing best practice initiatives,

supporting all management roles within the organisation and leading by example.

Core Duties:

· Quotations – Regular contracted services.

· Tenders – Following due process.

· Communications – Effective for both internal and external.

· Reporting – Strong data content and delivery.

· Fleet Management – Managing and reporting.

· Consumables – Managing and overseeing.

· Data Entry – Timely and accurate.

· Purchasing – Sourcing / Reviewing / Managing / Authorisation and Compliance.

· Auditing – Maintaining client support.

· Rate Increases – Applied and personally delivered.

· Social – Developed Service Culture.

Quotations

Following developed systems for obtaining and expanding the client base through step-by-step procedures from first point of contact to hand over with operations. Obtaining adequate data to support the process and expanding potential client support through the process. Providing relevant information prior to face-to-face meetings. Reviewing the client requirements and expectations and communicating the level of support they will receive.

Completing service quotations in accordance with the sales procedures. Considering financial parameters suited to our company and client. Checking financial viability if successful. Following up in accordance with the sales procedures. Supporting the transition process for both contract commencement and closure.

Process:

· Commence the office cleaning enquiry & quotation document

· Setting walk through appointment

· Send the 7 questions to ask cleaning companies contacted document

· Call to confirm receipt of communications and confirm the appointment

· Complete site walkthrough expanding the enquiry & quotation information document

· Send our guarantee of service document

· Complete the quotation and send with testimonials

· Ask if receipted and question their feelings about the quotation

· Follow up after a few days

· If the service is accepted ensure there is a formal sign off and complete start up paperwork

· Complete new client checklist

· Investigate / communicate additional services we could offer

· Assist operations in start up and seek additional feedback

Tenders

Follow due process in registering for the tender and confirm attendance of the site walkthrough if applicable. Attend the walkthrough and ask relevant questions to ensure the submission meets expectations. It is valuable to note other companies in attendance. Discuss who the decision maker will be as often it is a panel, and it doesn't involve the representative completing the walkthrough. Study the response document carefully and determine the best way to address the costing process to align with the documents required input. When completing the response reference a series of appendices that will contain the capability statement and other useful support documents. Brief the General Manager / Managing Director of the proposal and obtain approval for submission. Submit the offer within the timeframe allowed to ensure receipt and validity. Follow up as per the same process as you would for a quotation. If unsuccessful seek feedback on why the submission was not accepted (Price? Suitability? Experience? Quality of submission? and ask who was successful and why. File note and any other factors and archive the tender for reference in the next submission for the same opportunity.

Communication

· Externally

It is vital to communicate effectively in a Client Services role. Be aware that you are often the first point of contact to a prospective new client. Ask and listen to their needs as a service buyer. Express your willingness to support them and follow through. This also applies to suppliers and subcontracted service providers.

· Internally

Be respectful to all other company employees. Send appropriate communications such as e mails and be aware that confidential communications can cause issues if circulated. A position of Client Services Manager is a senior position where your thoughts and directives are taken seriously so respect the role and listen carefully to staff raising concerns or general questions and address them appropriately. There are regular team meetings that require you to schedule, request attendance from others, confirm the meeting agenda, table the discussion topics and chair the meetings. Allow robust discussion but maintain control with consideration to the allocated timeframe. Always start the meeting with one of the company's values.

Reporting

A key component of the role is maintaining the List Register and Print Register. These are not totally your domain, but correct data entry needs to be maintained. Progress reporting at regular intervals to the General Manager / Managing Director can be done verbally or written format if requested. Some clients may require regular reports so ensure these are communicated.

Fleet Management

This role ensures that fleet vehicles are maintained and are safe to operate.

Process

· Maintain the vehicle register

· Have vehicles serviced every six months

· Address breakdowns or accidents

· Maintain Insurance cover and registration processes

· Maintain fuel purchase procedures

· Ensure that the vehicles are presented appropriately

· Manage drivers via the booking system with QR code website entries

Consumables

This is a shared role with the Night Supervisor. Your responsibility is to manage the purchase and storage of consumable goods, communicate with clients for their requirements, complete the consumables product request sheets and log deliveries in the consumables stock control spreadsheets.

The shared role is deliveries to client sites. Where possible have the Night Supervisor deliver them but, in some instances, you will be required to do this.

Complete data entry into the "Print Reg" ensuring that items delivered each month are defined and accurate with costs and goods description for invoicing. Maintain appropriate stock levels in the warehouse. Manage the required access to consumables in the warehouse.

Stocktake regularly to address shrinkage. Store attractive items in the archives room.

Data Entry

Maintain accurate and relevant information in the correct folders, spreadsheets, and registers on "S" Drive. Name files correctly for ease of access by stakeholders. Archive data appropriately. Never keep files or folders on your PC desktop.

Requirements

· List Reg and Print Reg

· Business Development

· Fleet Management Files

· Consumables Files

· Specifications

· Purchase Requisitions

· Client Information

· Forms and Templates

Purchasing

Source required items / goods from approved businesses where we have accounts set up such as Coxens / Bunnings / Officeworks / Bunzl. Review their pricing regularly to ensure that we are receiving negotiated terms. Follow purchasing procedures by logging purchases in the Requisition Register. Raise Purchase Orders where appropriate and goods receipt invoices when items have been delivered or collected then forward to Accounts Payable. Credit card use should be limited where possible. Tax invoices from your card purchases need to be attached to your Credit Card Summary which needs to be submitted on the 15th and the end of each month.

As a purchase authoriser you must assess the request to purchase and authorise if the purchase is necessary and ads value to the operations of the company.

Auditing

In conjunction with the quality manager site audits should be completed regularly. The Client Services role requires audit completion of key accounts if the sites don't have a working Site Supervisor. Some contracts have mandatory audits as a condition of contract.

Rate Increases

Request the Rate Increase Notification from accounts early in the month of delivery month intervals from commencement of contract)

Sign notifications and personally deliver them to the clients unless e mailing them is the only option. This can occur when we service sites on behalf of a third party that is not located here.

Social Support

Although not necessarily relevant to a Position Description social activity contributes to the development of the company and as a senior manager you have the means to contribute when appropriate.

Benefits

· Team Building through social activity

· Open communication that is not always work related is comradery

· Develops personal relationships with co workers

· Social activity for recognition of service and support to the business (Individual or All)

· Social activity for celebrating successes that improve or grow the business

Qualifications

Prior experience in the cleaning industry is desirable

A Bachelor of Business or similar would be advantageous

Only shortlisted applicants will be responded to.