Customer Relationship Manager and Trainer

DescriptionAbout The CompanyCome and join a well–established, New Zealand integrated facility services company. The business is an award-winning franchise-based company who have a key focus on customer service and quality assurance.Their robust structure and system of delivery sets them apart from their competitors, making them industry leaders within the New Zealand market. Large private and public sector organisations all over New Zealand utilise their services day in and day out.About The RoleThis is a hybrid Customer Relationship Manager & Trainer role covering the Wellington region.Reporting to the Regional Manager, you will be the critical link between clients, franchisees, and head office. You will oversee the financial and operational performance of customer contracts, ensuring they align with client expectations. Your role will involve promoting core business activities by building strong relationships with customer sites in your portfolio and delivering value-added services to both potential and existing clients, as well as franchisee teams.You will also be dedicated to operational franchise support, providing comprehensive training for all staff, including new and existing franchisees. By investing in their development, you will equip franchisees in your region with the knowledge and skills necessary to thrive.Key ResponsibilitiesClient Relationship Management: Establish and maintain strong relationships with clients, building trust and rapport quickly. Understand and respond to their needs to ensure satisfaction and loyalty.Sales Support: Leverage client interactions to identify and generate leads for the business. Understand the sales process and collaborate with the sales team to drive growth.Franchise Support: Gain a solid understanding of the franchise model to optimise the performance of franchisees. Motivate and influence franchisees to excel and provide them with effective training and support.Training Coordination: Schedule and oversee training for franchisees, including shadow training and refresher sessions. Ensure franchisees are well-prepared to deliver high-quality service.Client and Franchisee Communication: Act as a liaison between clients and franchisees, ensuring clear communication and feedback. Monitor service delivery, address issues, and implement solutions to maintain high standards.Quality Assurance: Conduct regular quality audits to ensure cleaning services meet required standards. Address any deficiencies and work to continuously improve service quality.About YouBackground in service delivery highly regarded, including cleaning, facilities management, hospitality or trades backgroundsExperience training, coaching or inducting staff, ideally within a franchise or a multi-site environmentConfident building relationships and influencing at all levelsStrong communication, negotiation and time management skillsA proactive, hands-on approach with genuine care for training outcomes and service qualityBenefitsThis is a genuinely varied role, no two days look the same. You will have real ownership of training outcomes across your region while building the client relationships that keep the business moving. It is a broad remit suited to someone who enjoys equal parts people development and commercial relationship management, with strong autonomy in how you run your patch.Competitive salary plus company car, fuel card, and tools of tradeField-based role with flexibility across the Wellington regionSupportive, people-focused team cultureGenuine investment in your ongoing training and developmentTo be considered for this position, please submit your CV via the link below. For a confidential discussion, please email [email protected].