Customer Service Manager

Ensign Services; Adelaide; On-site; AUD 90,000 - 130,000; Full time

Benefits offered by this job

Great culture

Supportive team

Safe environment

On-the-job training

Training in laundry operations

Job summary

Ensign Services is seeking an experienced Customer Service Manager to lead Account Management, Sales and Customer Service Operations in Dudley Park. You will evaluate and enhance business processes to improve efficiency, while driving revenue and margin through performance analysis and strong customer satisfaction.

The role focuses on resolving inquiries, maintaining data accuracy, and building robust relationships with internal and external stakeholders to support growth in SA markets.

Qualifications

• Relevant tertiary qualification.
• Staff leadership and well-developed communication skills.
• Strong analytical and conceptual skills.
• Highly developed and proven business planning ability.
• Research, analytical and ability to obtaining information effectively and efficiently.
• Willingness to provide assistance and support where required.
• At least 2 years’ experience in a Senior Management Role or similar role.
• Demonstrable experience in developing solid client relationships.
• Highly motivated, proactive and committed team player.
• Proven ability to plan and prioritise own work.
• Experience in a high transaction customer service environment.

Responsibilities

• Lead Account Management, Sales and Customer Service Operations to deliver a superior customer experience.
• Evaluate and improve business processes to drive efficiency and effectiveness.
• Oversee Customer Performance Analysis & Management to achieve revenue and margin objectives.
• Resolve customer inquiries professionally and promptly, ensuring accurate data processing.
• Build and maintain strong professional relationships with key internal and external stakeholders.
• Ensure rostering of operational staff to meet customer demand and maintain service levels.
• Develop and provide extensive customer review reports for Revenue and tonnage insights.
• Assist with Weekly Payroll, Income reports and contribute to Weekly P&L support.

Skills

Staff leadership

Communication skills

Analytical skills

Business planning

Client relationships

Senior management

High transaction env

Education

Relevant tertiary qualification

Job description

Ensign Services is in search of an experienced and highly skilled Customer Service Manager to join our team in Dudley Park.

The Customer Service Manager will lead Account Management, Sales, and Customer Service Operations to deliver an exceptional customer experience. The position offers an opportunity to evaluate current business processes within the organisation to further scope, develop and implement more effective methods of Business processes. This role further oversees Customer Performance Analysis & Management to achieve Revenue and Margin objectives. This also includes a dedicated focus towards achieving complete customer satisfaction and retention of business through the maintenance of appropriate levels of Account Management.

The primary objective of this role is to resolve customer inquiries professionally and swiftly, ensuring data is processed promptly and accurately.

This is an exciting opportunity for an experienced professional to utilise their experience to help develop and grow this market leader in SA.

ENSIGN SERVICES is Australia’s largest provider of managed laundry and textile solutions. We proudly provide customised laundry and textile solutions including linen and workwear supply, laundry solutions and management to the Retail, Corporate, Industrial, Education, Health, and Resources Sectors.

Duties

• Ensure all staff receive the appropriate inductions which must include:
  
  
  
  • Health and Safety
  
  
  • Introduction to the Quality Management System
  
  
  • General employee information
  
  
  
  


• Supervise Stores & management of uniform orders, forward projection of textile requirements, procurement and control of textile stocks in accordance with budgeted investment and amortisation guidelines


• Ensure operating procedures are followed and where necessary recommend changes to the business


• To liaise and assist with all other sections of the laundry service, as required, to ensure customer needs are met


• Ensure appropriate rostering of operational employees to meet customer demand


• Encourage the culture of continuous improvement in all aspects of the role


• Understand and follow Policies and Quality Management System operating procedures


• Use data and reporting tools to develop new reports, troubleshoot existing reports and to provide access to information as required for appropriate functional users


• Provide extensive customer review reports for the Account Management & Customer Service team for better review on revenue and tonnage


• Assist with the weekly Payroll and Income reports and be part of the Weekly P&L support


• Daily system reconciliation of customer data which supports Revenue maximisation


• The CSM is viewed as a critical link between the existing customer base and the business and will therefore be able to build and maintain strong professional relationships with key internal and external stakeholders

Skills / experience

• Relevant tertiary qualification


• Staff leadership and well-developed communication skills


• Strong analytical and conceptual skills


• Highly developed and proven business planning ability


• Research, analytical and ability to obtaining information effectively and efficiently


• Willingness to provide assistance and support where required


• At least 2 years’ experience in a Senior Management Role or similar role


• Demonstrable experience in developing solid client relationships


• Highly motivated, proactive and committed team player


• Proven ability to plan and prioritise own work


• Experience in a high transaction customer service environment

We offer

• Great work environment and culture


• Highly supportive, team orientated organisation


• A strong commitment to a safe environment for all our employees and visitors

Our fantastic teams work behind the scenes to provide services that support essential healthcare and aged care facilities as well as the Industrial, Food, Accommodation and Retail sectors. We are focused on putting safety first and setting up our team members for success with on the job training and access to formal qualifications in laundry operations.

Ensign is an Equal Opportunity Employer and encourages Indigenous Australians to apply.

What can I earn as a Customer Service Manager