Client Services Manager

The Role

Job Title: Client Service Manager

Reports to: Strategic Account Manager

Contract Type: Maternity Cover (Potential for Permanent Position)

Hours: Full-time, 40 hours per week (Flexible)

Location: Dublin 15

Overall Responsibility

Samsic Facility Ireland is seeking a highly motivated and customer-focused Client Services Manager with experience in team management. This role will oversee and support a team of Area Managers, ensuring the consistent delivery of high standards across multiple client facilities. The successful candidate will play a crucial role in supporting, guiding, and assisting the team in service delivery, fostering strong client relationships, and driving contract retention and business growth.

Key Responsibilities:

Team Management

        Provide professional leadership, guidance, and direction to the team.

        Foster a culture of reward and recognition, promoting employee engagement and retention.

        Manage recruitment and onboarding of new Area Managers.

        Oversee training and development of Area Supervisors/Managers.

        Monitor operational activities and ensure compliance with company policies.

        Review performance through regular check-ins and formal evaluations.

        Ensure proper use of internal systems, including SAP, for service tracking.

        Conduct site audits and ensure adherence to cleaning standards.

        Provide coverage for Area Supervisors/Managers as needed.

        Act as Mobilisation Manager for small to medium contract startups.

        Submit monthly activity and progress reports to the DOC Division Manager.

Client Management

• Build and maintain strong client relationships.
• Address and resolve client queries efficiently.
• Ensure contract specifications and cleaning standards are met.
• Conduct random site visits to monitor contract performance.
• Participate in client site audits and meetings as required.
• Assist in the preparation of KPI and SLA reports.
• Act as the first point of escalation beyond Area Managers for service issues.
• Identify opportunities for service improvements and business growth.

Internal Collaboration

        Work closely with all departments to support Area Managers.

        Ensure effective internal communication and rapid issue resolution.

Health & Safety Compliance

        Oversee health and safety compliance on client sites.

        Promote a strong health and safety culture.

        Work closely with the H&S Manager to maintain regulatory compliance.

Sales & Business Development Support

        Provide insights for pricing reviews and client negotiations.

        Support the business development team in service expansion and density growth.

        Assist in financial queries, quotations, and credit note approvals.

HR Support

        Support TUPE processes as required.

        Support employee relations issues.

Training & Development

        Identify team training needs and coordinate ongoing development with the Training Manager.

Payroll & Finance Oversight

        Ensure accurate submission of payroll-related data.

        Review and validate biweekly payroll reports.

        Act as the escalation point for payroll queries.

Key Skills & Experience:

Key Requirements

• Minimum 2 years of experience in the service industry or contract cleaning industry.
• Minimum 2 years of experience in managing teams.
• Full, clean driver's license.
• Eligibility to work full-time in Ireland with flexibility in working hours.

Skills & Competencies

• Strong leadership and team management skills.
• Ability to multitask and prioritize workload under pressure.
• Problem-solving skills with a commercial and operational mindset.
• Excellent planning and organizational abilities.
• Professional and client-focused approach.
• Extensive customer service and relationship management experience.
• Experience in SLA management and KPI reporting.
• Strong communication and time management skills.
• Proficiency in Microsoft Office (Word, Excel, PowerPoint).

Terms & Conditions

• Hours: Full-time, 40 hours per week (Flexible)
• Probation Period: 6 months, with continuous performance review.
• Salary: Dependent on experience.
• Company Equipment Provided:
• Company mobile phone
• Company vehicle
• Company laptop

Company Benefits

• Competitive Salary
• 23 days of annual leave (including Good Friday)
• Death-in-service benefit scheme (3 x salary)
• Career progression opportunities
• Learning & development programs
• Bike-to-Work scheme
• Company events

Why Join Us?

• Career Growth: Opportunities for professional development and career progression within the HR team.
• Company Culture: Be part of a collaborative, innovative, and supportive workplace environment.
• Employee Engagement: Contribute to initiatives that drive employee engagement and satisfaction within the organisation.

Samsic Facility Ireland is an equal-opportunity employer. We celebrate diversity and are committed to fostering an inclusive workplace for all employees.