Client Relationship Manager

Position Overview

The Client Relationship Manager is responsible for establishing and maintaining a strong relationship and communications system with customers whilst ensuring that cleaning services are provided in accordance with the requirements of the contract and Happsa Group’s Management System. The Client Relationship Manager is responsible for managing the operations team

Qualification and Competency Requirements
• Supervisory skills involving staff and work standards 
• Communication and consultation skills
• Inspection and audit skills
• Report writing and presentation
• Computer skills using company systems and reporting packages
• Purchasing 
• Knowledge and understanding of Quality, Environment and OH&S systems – safe systems of work and environmental management 
• Hazard identification and risk assessment process management 
• Knowledge and understanding of rosters, schedules and the industry Award.
 

Tasks and Responsibilities

• Liaise with Site Supervisor and oversee the operations at specific sites.
• Oversee the Client Service Team.
• Working according to set budgetary constraints thereby retaining profitability.
• Providing timely and accurate information to administration to ensure all staff are paid in accordance with the relevant awards and according to duties/hours of work.
• Conducting cleaning inspections of selected sites in accordance with inspection plan and reporting outcomes to the client and the Directors.
• Provide monthly reporting requirements as per contractual and timeline requirements to Administration for checking prior to distribution to Director and client on a monthly basis.
• Initiate action to prevent the occurrence of any non-conformance’s relating to site processes. 
• Identify and record any problems relating to the site and as specified by the client.
• Initiate and provide solutions. Follow up as necessary to verify the implementation of solutions.
• Any other responsibility as defined in the quality management and other systems.
• Ensuring safe work practices are followed and that equipment is maintained in a safe operating condition.
• Accidents and incidents are reported and followed up.
• Quality, Environment and OH&S Responsibilities
• Ensure all appropriate actions are taken to implement company Policies, procedures and legislative requirements.
• Monitor regulatory performance within their area of responsibility.
• Visibly show commitment to OH&S, environment and quality through participation in discussions, workplace visits and hazard inspections, risk management etc.
• Review all accidents/incidents and participate in preparation of incident /accident reports if appropriate.
• Initiate actions to improve overall performance.
• Ensure processes for employee induction are being actioned, all employees are inducted and receive regular training as required.
• Ensure subcontractor management on site meets the company policy and procedure related to contractor management on sites.
• Review integrated audits and initiate Corrective Action when workplace audits do not meet required performance standards.
• Ensure all staff have knowledge of company environmental practices