Every ISS employee, or “placemaker,” is part of both a diverse team and global community of colleagues where different skills, personalities, and life choices are acknowledged and celebrated as part of a positive, inclusive environment. ISS teams come together to care for clients and colleagues, championing talents and uniting with trust in a place open to the true self.
ISS IS A PLACE TO BECOME WHAT YOU WANT
ISS is a global workplace experience and facility management company, providing placemaking solutions that contribute to better business performance and makes life easier, more productive, and enjoyable – delivered to high standards by people who care.
ISS IS A PLACE TO BECOME PART OF SOMETHING BIGGER
With over 485,000 employees throughout 46 countries ISS is a company of belonging.
” Connecting People and Places to Make the World Work Better”.
About the Role:
Due to internal growth, we are looking for a Senior Client Services Manager to support our team. The Senior Client Services Manager (Snr. CSM) leads and supports the Client Services Managers (CSM)within their designated portfolio along with providing support to the Key Account Manager (KAM). The Snr. CSM is required to provide effective leadership and management of CSM’s while building and maintaining
client relationships and ensuring the Company complies with the contractual and legal obligations under the
terms and conditions of the contract.
Key Accountabilities:
- Develop professional working relationship with clients
- Drive local resolution processes and be the client escalation point for site issues within the portfolio.
- Maximise customer satisfaction through an effective customer communication program and the provision of the highest quality of service delivery.
- Lead CSM’s to manage and maintain cleaning services onsite to ensure continued customer satisfaction.
- Lead quoted works and train CSM’s on adhoc additional processes.
- Consult with CSMs and cleaning staff on work related issues, including HSE issues and actively seek input on ways to improve ISS procedures and systems of work.
- Support CSMs in keeping clients fully informed of cleaning activities planned and carried out on site Support CSMs to ensure any variation to the scope of works is processed promptly and efficiently.
- Provide support to the Key Account Manager in delivering portfolio performance across the region including but not limited to cost control, revenue maximisation, rostering budget control.
- Support CSMs to programme and complete Site Meeting/Walk-Through and KPI inspections as per contract requirements.
Requirements:
• Attention to detail
• Sound knowledge of service delivery best practice
• Decision making skills
• Excellent negotiation skills
• Sound knowledge of cleaning industry, 8-10 years industry experience – including hard floor
maintenance, window cleaning, carpet cleaning
• Ability to mentor and develop team members to ensure individual career progression as well as to
support the company’s succession planning.
• Strong problem-solving skills.
• Ability to work independently and with minimal
supervision.
This position requires you to be able to hold and maintain satisfactory employment screening, such as a Working with Children, NSW Police Clearance- and Government Clearance.
To apply for this role please click on the 'apply' link and complete the online application.
ISS is passionate about creating a culture that values inclusion and diversity, where all our people are treated fairly and respectfully. We encourage applications from Aboriginal and Torres Strait Islander peoples, people with a disability, people from different cultural backgrounds and lesbian, gay, bisexual, transgender, intersex, queer and asexual (LGBTIQA+) people.
We are an ethical employer, recognised by the industry for paying fairly and ensuring a safe working environment for all our staff. Read more about ISS in Australia and New Zealand on our website.
The Senior Client Services Manager (Snr. CSM) leads and supports the Client Services Managers (CSM) within their designated portfolio along with providing support to the Key Account Manager (KAM). The Snr. CSM is required to provide effective leadership and management of CSM’s while building and maintaining client relationships.