Customer Service Manager - NeatNest Cleaners

Job duties and Responsibilities:

• Serve as the main point of contact for clients regarding service delivery.
• Handle client inquiries, complaints, and feedback professionally and promptly.
• Build and maintain strong client relationships to encourage repeat business and
• referrals.
• Ensure cleaning services are compliant with health and safety regulations.
• Conduct regular client check-ins and service reviews.
• Ensure cleaning standards meet or exceed client expectations and agreed service
• levels.
• Coordinate with cleaning staffs and operatives to resolve issues.
• Carry out site visits to inspect service quality and adherence to specifications.
• Liaise with cleaning staff, supervisors, and operations managers to relay client needs.
• Support the scheduling of cleaning teams to ensure service coverage.
• Provide customer service training to cleaning operatives if necessary.
• Investigate service complaints and coordinate effective resolution.
• Keep accurate logs of client issues, actions taken, and follow-up steps.
• Report significant service issues to senior management.
• Prepare and deliver regular customer satisfaction reports.
• Track service delivery KPIs and report on performance metrics.
• Assist with contract renewals and upselling additional services.
• Identify opportunities to expand services for existing clients.

Skills, Experience and Qualifications:

• Ability to handle complaints, service queries, and client concerns calmly and
• efficiently.
• Ensuring service requests are accurately documented and fulfilled to client
• expectations.
• Able to respond effectively to changing customer needs and support service
• expansions
• Excellent verbal and written communication skills
• Ability to interact professionally with domestic and corporate clients.
• Proven experience in relevant role.
• Knowledge of health & safety regulations in retail.
• A relevant bachelor’s or Master’s degree or diploma.
• Familiarity with customer satisfaction tracking tools and quality assurance processes.