ISS IS A PLACE TO BE YOU

We have ambitious goals for how we work, how we impact our surroundings and how we treat our people. It’s you that makes the difference to making amazing places, and we believe everyone can influence change for the better.

ISS IS A PLACE TO BE WHO YOU ARE

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, provides 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:

We have an opportunity for a full-time experienced Customer Service Manager to join our team to cover Sydney managing the provision of multiples services across multiple government sites.

This role is paying a minimum salary of $80,000 plus super.

You will be responsible for managing day-to-day operation needs for your area and clients by ensuring the team is delivering the most effective services. You will demonstrate a sound understanding of delivering customer service excellence to all external and internal stakeholders.

These positions require an outgoing, customer-oriented individual who is focused on building a trust relationship with clients and is willing to go the extra mile to achieve an exceptional outcome for the client.

Key Responsibilities:

• Develop and implement a comprehensive quality audit to assess the effectiveness of operations and ensure high standards of service delivery.
• Create and maintain a strategic customer engagement marketing plan to drive business growth and enhance client relationships.
• Deliver high-quality customer services outcomes for clients and employees, serving as the first point of contact for building maintenance requests.
• Evaluate staff and team performance to enhance workforce capabilities and foster a culture of exemplary customer service.
• Assist in the recruitment, selection, and onboarding processes to build a skilled and motivated team.
• Manage staffing within the service delivery team to ensure optimal performance and customer satisfaction.
• Optimize customer engagement operations to improve services for both clients and individuals.
• Collaborate with internal and external stakeholders to gather and analyze customer feedback, continuously improving the user experience.
• Establish and nurture strategic networks within the health services industry to leverage existing connections and drive collaboration.
• Collect and analyze statistical data on customer satisfaction, preparing monthly reports for senior management to inform strategic decisions.
• Identify and implement process improvement opportunities that positively impact customer experience and operational efficiency.
• Liaise with accounts payable to ensure timely invoice processing.
• Engage in continuous professional development through cross-training and skill enhancement.

Required Skills:

• Strong interpersonal and communication skills, with the ability to engage effectively across all organizational levels.
• Proven leadership skills, with a track record of effectively managing and motivating teams.
• Solid project management capabilities to ensure initiatives are delivered on time and within budget.
• Familiarity with community engagement and a strong understanding of customer service principles.
• Positive attitude with excellent connectivity skills for relationship-building.

Experience:

• 2+ years of experience in a similar role, focusing on customer service and operational excellence.
• Proficient knowledge of standard office practices and customer service operations.
• Demonstrated ability to lead business and resource planning, achieving successful outcomes.
• Experience in service design, quality improvement, and managing change initiatives.
• Strong advocacy and influencing skills to effectively engage stakeholders and achieve desired outcomes.

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, Veterans, people with 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. www.au.issworld.com