Customer Service Manager Position Description

The Customer Service Manager Position Description Template is a detailed document crafted to define the roles, responsibilities, and qualifications necessary for the position of Customer Service Manager within a cleaning business. This template provides a thorough overview of the key duties, including managing customer relationships, overseeing site operations, ensuring compliance with contracts, and maintaining communication systems. It also includes sections on legal and regulatory responsibilities, quality environment, OH&S responsibilities, performance review, and training. This template is essential for clearly outlining the expectations and standards for the Customer Service Manager role.

What’s Included:

1. Position Overview:
   • A summary of the Customer Service Manager’s role, emphasizing the importance of establishing and maintaining strong customer relationships while ensuring cleaning services meet contractual and company standards.
2. Qualification and Competency Requirements:
   • Lists the required qualifications and competencies, including previous supervisory experience, excellent communication skills, and the ability to work within set budgetary constraints.
3. Authorities:
   • Specifies the Customer Service Manager’s authority to interview and employ new staff, conduct cleaning inspections, and identify and report site hazards.
4. Tasks and Responsibilities:
   • Detailed responsibilities such as overseeing site operations, working within budgetary constraints, ensuring timely payment of staff, conducting site inspections, and managing start-ups of new contracts.
   • Includes responsibilities related to Quality Environment and OH&S, such as reporting hazards, ensuring safe work practices, and maintaining equipment.
5. Legal and Regulatory Responsibilities:
   • While specific legal responsibilities are not assigned, the role involves ensuring compliance with the company’s policies and procedures.
6. Performance Review and Training:
   • Outlines the annual performance review process conducted by the Regional Manager, including assessments of projected versus actual performance, legal compliance, and training needs.
7. Terms and Conditions of Employment:
   • Specifies employment terms, including salary bracket, normal working hours, leave entitlements, superannuation, and any other special terms such as vehicle allowances or uniform requirements.