Customer Service Manager

The Customer Service Manager will oversee customer service operations for Cleaneroo’s client portfolio, ensuring that all cleaning services meet contractual, quality, and safety standards. You will coordinate with internal teams and service providers, manage client inquiries and concerns, and help develop strategies to enhance service delivery and client satisfaction.

Benefits

By joining Cleaneroo, you will be part of a professional and supportive team that values excellence in commercial cleaning. You will gain hands-on experience managing service operations, contributing to client satisfaction, and shaping processes that directly impact business success

Task & responsibilities

• Managing customer service operations for the company’s client portfolio and ensuring service delivery standards are consistently met.
• Developing and implementing customer service policies, procedures, and service standards relating to the delivery of commercial cleaning services.
• Reviewing customer service performance and implementing improvements to enhance client satisfaction and service outcomes.
• Building and maintaining strong relationships with clients to ensure satisfaction with cleaning services and contract outcomes.
• Monitoring service provider performance against agreed service standards and key performance indicators (KPIs).
• Coordinating site audits and service reviews to ensure cleaning services meet contractual, quality, and safety requirements.
• Managing client enquiries, concerns, and complaints, and coordinating resolutions with internal teams and service providers.
• Liaising with cleaning supervisors and contractors to ensure service delivery aligns with client expectations and company standards.
• Preparing reports on client satisfaction, service performance, and operational improvements for management.
• Identifying opportunities to improve service delivery processes and enhance the overall client experience.
• Supporting recruitment, onboarding, and training of service personnel involved in client service delivery.

Qualification & experience

A relevant Diploma in Management is preferred, along with a minimum of one year of experience in customer service, operations, or a related field.