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April

Domestic Cleaner - TEAM LEADER

Bliss Home Care Services - Brunswick, VIC

Other
Source: Melbourne's North Joblink

JOB DESCRIPTION

Purpose of the position

We are keen to hear from self-driven individuals who are looking to be part of a successful and growing residential and commercial cleaning company.  The ultimate aim is to provide exceptional customer service ensuring and tending to our customer green cleaning needs to the highest possible standards.  The primary function of this role is to ensure delivery of efficient eco, green, non-toxic cleaning and appropriate related domestic cleaning services to our valued clients.

Administration

  • Provide timely information/data updates where required to include job completion, time-sheets, or leave applications;
  • Timely responses to internal and external customer requests for services;
  • Supporting Manager in obtaining and capturing customer feedback to improve performance and customer service;
  • Provide proactive back-up assistance to support to other cleaning technicians where required.
  • Provide and support Manager in daily operational of business.

Customer Service

  • Conduct home assessments (home walk through) for new clients to determine their cleaning needs;
  • Conduct regular home inspections in order to assess that we are meeting client’s cleaning needs as assessed;
  • Provide regular cleaning services when required;
  • Handling all the assigned cleaning duties;
  • Adhere to Customer Service standards, principles and policies;
  • Work with management on performance appraisals
  • Proactively advise Manager and cleaning technicians of customer service feedback to support strategies and ensure good customer service practice; and
  • Support Manager and cleaning technicians in taking customer requests (for changes or additional services).

Cleaning Technician Support

  • Provide initial training to new cleaners and as well as ongoing training to existing cleaning technicians;
  • Maintain regular contact with cleaning technicians in relation any new strategies and as well provide ongoing support in order to ensure effective services for clients;

General

  • High Energy and physically fit;
  • Excellent leadership skills;
  • Training skills;
  • Positive Attitude to learn and to work;
  • Dependable and Responsible;
  • Trustworthy and Reliable;
  • Pleasant Personality;
  • Punctual and Committed to good attendance;
  • Support and adhere to Organisation policies and procedures, code of conduct and relevant acts towards building and maintaining corporate culture and practice;
  • Support and assist in the achievement of agreed outcomes consistent with
  • Customer Service;
  • Perform any other cleaning duties as required/directed e.g. any fill-ins when usual cleaning technician is not available;
  • Promote and project business commitment as a Customer First organisation; and
  • Help to create a sustainable Organisation by focusing on all work practices and their environmental impact.

Work experience & skills

  • Exceptional verbal communication and writing skills and genuine passion for customer care;
  • Owns a smartphones and ability to use it for work purpose e.g. checking roster, updating work completion, etc.;
  • Knowledge of customer service principles and practices applicable to a “green cleaning” service;
  • Strong organisational abilities and work independently;
  • Strong ability to solve problems and to deal with customer requests/feedback/complaints;
  • Strong customer service focus and commitment to providing quality customer service with demonstrated ability to relate to people from various backgrounds;
  • Communication and Interpersonal skills characterised by patience, clarity and empathy at a personal, written and telephone level;
  • Ability to use tact, diplomacy and negotiating skills when handling difficult customers to achieve a positive outcome;
  • Ability to develop and maintain positive working relationships with fellow colleagues and work in conjunction with them to ensure smooth operation of overall business with focus on Customer Service where required; and
  • Organisation and time management skills to organise own work, to establish priorities and meet deadlines
  • Demonstrated working level of skill and knowledge in Business Software Applications (e.g. Microsoft Office Suite), Accounting & Finance, and Customer Relationship Management (CRM) Systems;
  • Minimum of 5 years’ experience in domestic and commercial cleaning, and customer service essential;
  • Background and/or interest in green services or environment-friendly industries highly regarded;
  • Certification in Environmental Domestic Cleaning is preferred but not essential;
  • Enjoy working independent with people in a multi facet environment;
  • Focus on customer and client needs, setting high standards for quality and consistency of output;
  • Follows instructions and procedures, keeps to schedules and demonstrates commitment to the team;
  • The importance of workplace safety, responsibilities of the employer and employee;
  • High degree of personal integrity and loyalty;
  • Deal with matters confidently and methodically;
  • Promote a positive image for the Organisation;
  • Able to deliver efficient work independently as well as member of a team;
  • Flexible work approach with great attention to detail;
  • High regard towards continuous improvement and learning;
  • Positive attitude and outlook;
  • Work within a task rostered environment;
  • Ability to work without supervision and be self-motivated;