Field Support Officer
Job Title: Field Support Officer Company: Multiwork Enterprises Limited / Premium Clean Location: Auckland, New Zealand Reports To: Operations Manager / General Manager ANZSCO Classification: 511112 (Skill Level 2) Employment Type: Permanent, Full-Time Guaranteed Hours: Minimum 30 hours per week. Remuneration: $30per hour Travel Requirements: Regular travel to customer sites and franchise partner locations within the assigned region (Full NZ Driver Licence required). Position Purpose & Overview The Field Support Officer is the critical on-the-ground link between Premium Clean, its customers, and its franchise partners. This is a genuine, ongoing, full-time operational role reporting into the business's national support structure. The position exists to ensure every site meets company quality requirements, that franchise partners are supported to deliver consistent, high-standard service, and that customer relationships are proactively managed and protected. You will coordinate new customer onboarding, franchise partner allocation, site mobilisation, quality inspections, service-recovery actions, and ongoing field administration. Note: This is primarily an operational coordination, quality assurance, and support position—NOT a cleaning position. The employee may demonstrate procedures, chemicals, or equipment, or assist with service mobilisation where required, but is not employed to routinely perform cleaning services. Key Responsibilities 1. Customer & Site Support Conduct scheduled and ad-hoc site visits to customer premises to verify cleaning and service delivery meet Premium Clean quality standards. Coordinate new customer site mobilisation, conducting walkthroughs with customers, franchise partners, and internal teams prior to commencement. Confirm access arrangements, keys, alarm procedures, security requirements, cleaning schedules, scope of work, and site-specific instructions. Act as the primary on-ground point of contact for customer queries, operational assistance, service concerns, and complaints. Conduct post-commencement follow-ups to verify expectations are met and maintain strong working relationships to support customer retention. Investigate customer concerns and coordinate corrective actions with internal teams and franchise partners. 2. Franchise Partner Operational Support Provide hands-on coaching, practical guidance, and operational support to franchise partners on cleaning protocols, equipment, chemicals, and health & safety practices. Support the onboarding and allocation of new customer sites to franchise partners, including site inductions and performance expectations. Coordinate formal site handovers between customers, Premium Clean, and franchise partners. Support new franchise partners during their initial operational period and identify operational difficulties requiring support or escalation. Liaise between franchise partners, customers, and Head Office/Support teams to ensure Service Level Agreements (SLAs) and contractual obligations are met. 3. Quality Control, Compliance & Service Recovery Conduct scheduled and unscheduled operational site inspections and quality audits. Document inspection findings, photograph service deficiencies, and record data using company quality-audit systems and software platforms. Discuss deficiencies with franchise partners, establish remediation plans, and conduct follow-up inspections to confirm issues are rectified. Attend customer sites to conduct field investigations for significant service concerns; determine contributing operational factors. Coordinate remedial work strictly within the company's required service-recovery timeframes, maintaining documentation and conducting post-completion customer follow-ups. Identify repeated service issues and recommend operational process improvements to management. 4. New Site Mobilisation & Resource Coordination Review confirmed customer requirements prior to commencement date. Coordinate franchise partner attendance, site introductions, and readiness confirmations. Confirm cleaning frequencies, access rules, consumables requirements, and special instructions. Assist with arranging required equipment, consumables, or operational resources. 5. Franchise Partner Performance Monitoring Monitor partner compliance with customer service requirements and maintain objective inspection records. Provide practical coaching and operational feedback post-inspection. Escalate recurring performance concerns under Premium Clean’s franchise support and compliance processes. Support management in implementing operational improvement plans where required. 6. Administration & Reporting Maintain accurate, up-to-date digital records of site visits, audits, customer interactions, service instructions, and franchise support activity. Prepare regular operational reports for management regarding service quality, customer satisfaction, franchise performance trends, and corrective actions. Coordinate service changes, schedule adjustments, site requirements, and franchise partner assignments across internal departments. Escalate significant contractual, operational, financial, or service-delivery risks to management. Contribute to the continuous improvement of quality standards, checklists, and support materials. 7. Health, Safety & Compliance Ensure all site visits and field support activities comply with Health and Safety at Work Act obligations and site-specific safety rules. Promote and monitor safe handling and usage of cleaning equipment, consumables, and chemicals across franchise sites. Identify, report, and document site hazards, near misses, incidents, and unsafe practices immediately. Comply strictly with company policies, procedures, confidentiality non-disclosure agreements, and relevant New Zealand employment and consumer protection legislation. 8. Person Specification Minimum Qualifications & Experience (Must meet one of the following): NZQF Qualification: NZQF Diploma (Level 5 or above) or equivalent in Business, Operations, Project Administration, Service Management, or a related discipline. Work Experience: Minimum of 3 years' relevant experience in operations coordination, field support, quality assurance, facilities services, franchise operations, contract management, or customer service administration (in line with ANZSCO Skill Level 2 guidance). (Desirable) Prior experience in the commercial cleaning, facilities management, property management, or franchise service industry. Skills & Competencies: Communication & Relationships: Strong interpersonal skills to build rapport, manage conflict, and communicate professionally with customers, franchise partners, and management. Problem Solving: Sound problem-solving ability with a solution-focused approach to resolving field issues promptly. Organisation: Highly organized with the ability to plan, schedule, and independently manage a multi-site visit schedule. Technical & Computer Skills: Competent with computers, CRM systems, job-management tools, quality-audit software, reporting tools, and general office suites. Operational Knowledge: Practical understanding of (or strong willingness to learn) commercial cleaning standards, equipment, chemicals, and health & safety requirements. Other Mandatory Requirements: Driver Licence: A full and valid New Zealand Driver Licence is essential due to regular regional travel. Flexibility: Willingness to travel throughout the assigned operational region, with occasional availability outside standard office hours for urgent support or site commencements. Confidentiality: Strict adherence to non-disclosure regarding company, customer, and franchise partner information. Pay: $27.00 – $30.00 per hour Work Location: In person
Наблюдалась 2026-09-15, впервые 2026-08-24, источник — Indeed.