We currently have an opportunity for a Cleaning Team Leader to join our growing team. This is a great opportunity for a customer focused individual.
Team Leader Role Responsibility
- The supervision of all a team of 6-8 cleaning technicians, focusing on their performance in terms of standards of cleanliness and performance.
- Ensuring that a first class cleaning service is delivered to all clients.
- Ensuring that first class customer service is provided to all clients.
A Team Leader's role at Savvy Cleaning Company is to ensure customer satisfaction. Team Leaders will achieve success by understanding all company policies, cleaning techniques, and how to provide first class customer service. After the Team Leader has gained this knowledge, they must be able to pass their knowledge to their co-workers. The Team Leader’s success will be measured by the performance of their team.
Experience needed
- 1 + years of team leadership experience
- Stable job history a plus
- CRM experience a plus
- Spreadsheet experience a plus
Skills needed
- Organization
- Time management
- Decision making
- Motivational
- Customer Service
Training Expectations
A team leader will be expected to complete their training successfully within 2 months of hire. Evaluation of learned skills will be done on a daily basis to ensure that the trainee is progressing.
What is expected of the Team Leader?
Will oversee quality control and client relations in a specifically determined geographical location. Building new client relations and acquiring new clients. Maintain outstanding customer service. Use a minimum of 30% clocked in hours for cleaning purposes.
Where will Team Leader fulfill their duties?
Team Leaders will be assigned a group of cleaning specialists to lead and also be assigned a specific territory to manage. Territories will be divided into geographical areas spanning a reasonable driving distance which will allow inspectors to maintain close proximity to all clients in order to act quickly as requested by customers.
How are the Team Leader expected to fulfill their duties?
Quality: The Team Leader will inspect all necessary cleanings (clubhouse, residential, apartments) that are in their territory. They will perform random inspections on inspectors performing work in their territory. They will open communication with clients to ensure all concerns are addressed immediately. They will address all concerns of the clients/callbacks/touch-ups. They will communicate issues and concerns with the office staff.
Customer service: Team Leaders will make sure to clearly explain to the property managers and maintenance supervisors that they can be counted on to address any concerns. They will make themselves available to address concerns. They will make wellness visits to locations who have not been contacted recently, have had recent concerns or have stopped scheduling units altogether. They will make routine visits to all locations assigned to the territory on a set schedule and discuss concerns and quality with property manager/ maintenance supervisor. They will notify the office staff of any changes in staff at the clubhouses, and any changes in the contact information, opening and closing hours or key situations/ gate codes. They will bring gifts as determined and scheduled by the office staff. They will acquire positive reviews of our work online/google/facebook.
Cleaning: Will perform cleaning duties to the highest standard as needed to demonstrate skills to a new client or to fill in on a busy day or to maintain an average of minimum 30% of clocked in hours.
Team Leader/Coach: Team Leaders will oversee team members’ performances, create performance reports, meet team members on a regular basis. They will reach out to team members who are struggling or doing very well. They will encourage their team members to seek advancement in the company. They will recognize their team’s potential and strengths. They will answer team member’s concerns, discipline inappropriate behaviors, keep them accountable for their work. They will make recommendations to management regarding employees.
Sales: Team Leaders will call on potential clients to speak of our services. Determine their needs, drop off business cards, pamphlets, promotions, and bids. Will maintain a log of contacted leads and reach back out to them on a scheduled basis. Will maintain a presence in the market.
Schedule of the Team Leader
Typical hours will be 8:00 am to 6:00 pm, Monday-Friday. This helps account for any unusual circumstances that might cause work to run late. The Team Leader will need to make all reasonable accommodations to avoid calling out, and will need to find coverage for their territory’s immediate need in case of an emergency. In case the Team Leader is absent on a routine visit day, the visits should be promptly rescheduled upon the return of the Team Leader.