Case study

OzOffice Clean is a commercial cleaning services company based in Melbourne. The company offers
professional office cleaning services, including weekly office cleans, and once-off cleaning such as
Covid-19 cleaning and cleaning after events or functions.
Organisational goals include:

 providing existing customers with a professional and friendly service

 to increase the number of cleaning contracts by 10% over the next 12 months

 to increase customer satisfaction by providing accurate quotes

You have just started a job as General Manager at OzOffice Clean. You are the leader of a workgroup
consisting of an administrative assistant and a customer care assistant.
Workgroup objectives include:

 managing and documenting client contracts and appointments effectively

 resolving all customer queries and complaints within 48 hours of receipt and escalated
complaints within one week

 creating reports for stakeholders as needed

The working day begins at 8.00 am, and finishes at 4.00 pm. You will have a lunch break of 60
minutes per day, or two breaks of 30 minutes each to be taken when it suits you.
Your regular duties as team manager include:

Duties Timeframe Priority KPIs

Managing client 10-12 hours per week Medium Producing clear,

contracts (preparing concise written
documentation, documentation without
checking client details, errors.
filing documentation)

Resolving escalated 4 hours per week High 100% resolution rate

customer complaints
and queries within one
week of receipt

Managing the team 12 hours per week High Feedback/ performance

(includes scheduling review from
work, providing training stakeholders
and mentoring,
performance
© 2021 RTO Works AISL Pty Ltd T/A Rosehill College
RTO No: 41257 | CRICOS Code: 03622A
Level 2 & 4, 616-620 Harris Street, Ultimo NSW2007, Australia
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 Duties Timeframe Priority KPIs

management)

Improve the 0-2 hours per week Low Feedback on

administrative function implementation of new
tool or processes

Attend managers Friday from 11:00- High Attendance records

meeting 12:00

Lead workgroup Thursday from 11:00- High Attendance records

meetings 12:00
Feedback

Your workgroup consists of the following members:

Team members Duties

Administrative assistant  Answer all phone calls

 Make cleaning appointments

 make follow-up telephone calls as needed

 Follow up outstanding invoices

 Order office supplies

Customer care assistant  Handle complaints and escalate it to

manager if needed

 resolve email queries

 report on customer complaints and queries

Additional information:
There are two specific tasks the workgroup must plan for, for the following week (as advised by the
CEO):

 The stakeholders would like a report on the number of unresolved customer complaints as well
as the number of outstanding invoices by the end of the week. The administrative assistant has
access to the accounting software and the customer care assistant keeps record of complaints.
You will be responsible for summarising the information into a short report for your manager. This
is a high priority task and it will take you two to three hours to compile the report.

© 2021 RTO Works AISL Pty Ltd T/A Rosehill College

RTO No: 41257 | CRICOS Code: 03622A
Level 2 & 4, 616-620 Harris Street, Ultimo NSW2007, Australia
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 As the Operations manager is sick this week, you have been asked to prepare a quote for a
potential client. This will involve a site visit by the administrative assistant to estimate the area to
be cleaned and number of cleaners that will be needed. OzOffice Clean uses a software
package to prepare and send electronic quotations. You will follow up with the administrative
assistant and use the software to finalise and send the quote by Wednesday at 12pm.
The CEO has requested a progress report on the work done after one week has passed. The
Administative assistant has frequently provided feedback to the General manager and will provide
feedback on request.

© 2021 RTO Works AISL Pty Ltd T/A Rosehill College

RTO No: 41257 | CRICOS Code: 03622A
Level 2 & 4, 616-620 Harris Street, Ultimo NSW2007, Australia
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 Customer service and communication policy and
procedures

Policy
OzOffice Clean is committed to:

 politeness: the use of good manners in all interactions

 responsiveness: meet agreed timeframes and follow up on all queries

 professionalism: being objective and knowledgeable and demonstrating integrity

 understanding customers and their business

 confidentiality: respecting the confidentiality of customer information

 transparency: processes are clear, consistent, easy to access and documented.

General Principles
Staff will:

 demonstrate to the customer at all times respect, courtesy, patience, attentiveness, consideration
and sensitivity that is appropriate to the age, culture and linguistic background of the individual or
group

 listen to what customers have to say and determine the exact nature of the request

 respond to customer enquiries promptly and efficiently in a timely manner

 act with integrity and honesty when dealing with customers

 if unavailable or away from the office, return email messages promptly upon returning

 If away from the office for two or more days an “out of office” message is to be left on outlook and
the telephone.

 provide the customer with advice and other information that is accurate, clear, concise, reliable
and in plain language

 be sensitive to any language or other communication difficulties experienced by customers when

providing advice and other information

 present a positive image of OzOffice Clean to the public.

Managing Telephone Enquiries

The following procedure should be followed for telephone enquiries.

 Answer the phone in a timely manner. All telephone calls should be answered by the third ring.

 Greet the client with “Good morning/afternoon, this is NAME”

© 2021 RTO Works AISL Pty Ltd T/A Rosehill College
RTO No: 41257 | CRICOS Code: 03622A
Level 2 & 4, 616-620 Harris Street, Ultimo NSW2007, Australia
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 Be warm and friendly

 Speak slowly and clearly

 Be careful with language. Slang or jargon is not to be used

 Be positive and helpful. If you don’t know the answer, say that you will find out the answer and
get back to the customer via telephone or email with the answer.

 Give clear advice to the caller about when the caller can expect a response when calls cannot be
fully responded to immediately. This should be within 1 business day.

 Deal with customers calmly, courteously and patiently, even when the callers are angry,
aggressive or distressed. Remain polite and seek help if necessary

 Answer unattended telephones in the absence of colleagues whenever practical

 Respond to telephone messages within one business day whenever practical

 Change voicemail message(s) when absent from the office for any period of time, for example,
external all-day meeting, state/territory based public holiday or leave.

Managing Written Enquiries

All written communication will be clear and concise and adopt a formal tone.
OzOffice Clean endeavours to acknowledge receipt of written correspondence:

 email within one working day

 mail within three working days.

Where OzOffice Clean is writing to a customer in response to an enquiry or other matter, all written
correspondence must be finalised in the timelines shown above.
The email checklist must be reviewed and used to develop all email correspondence.

Promotional materials
All promotional materials must be written clearly and simply and appeal to customers. Promotional
materials can include media releases advertisements or web site content or social media content.
Services offered by OzOffice Clean should be described in full, and all price details included.
Customers should be encouraged to contact us for all their enquiries, so our 1800 333 333 number
should always be included on all promotional materials.

Dealing with difficult customers

OzOffice Clean staff are expected to treat customers with courtesy and respect at all times and to
make every reasonable effort to address the customer’s needs even when the customer is rude or
difficult.
Staff must try and put themselves in the customer’s shoes and be empathetic.

© 2021 RTO Works AISL Pty Ltd T/A Rosehill College

RTO No: 41257 | CRICOS Code: 03622A
Level 2 & 4, 616-620 Harris Street, Ultimo NSW2007, Australia
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Actively listen to what the customer is saying and repeat their concerns to make sure you are
addressing the right issue.
Use calm, objective wording, such as: I understand you are quite rightly upset because your product
did not arrive in the time we specified.
Apologise to the customer and present a solution. For example, you could offer a discount on a future
service.
All feedback should be recorded.
Where the customer indicates they wish to lodge a formal complaint, outline the complaint procedure
as in the company’s complaints handling policy.

Confidentiality and privacy

OzOffice Clean is committed to the protection of customer personal information. All dealings with
customers must abide by the Privacy Act 1998 and the Australian Privacy Principles contained in the
Privacy Act 1998 (CTH) except when qualified by any relevant Codes of Practice, and will underpin all
matters related to personal information at OzOffice Clean. OzOffice Clean also has a Privacy Policy in
accordance with that Act.

Privacy Complaints
Individuals, who feel that OzOffice Clean may have breached their Privacy or OzOffice Clean’s
Privacy Policy, are to contact OzOffice Clean in writing either by email, fax or letter.

Complaints and Feedback

OzOffice Clean welcomes complaints from customers. If a customer wishes to make a complaint, they
may contact us via email or via phone and discuss their complaint. Where the complaint cannot be
resolved at this first point of contact, the complaint will be referred to the management team. The
customer will be contacted with 3 working days to advise of the outcome of their complaints.
OzOffice Clean also welcomes feedback from all of its customers and sends a link to an online survey
for all customers to complete.

© 2021 RTO Works AISL Pty Ltd T/A Rosehill College

RTO No: 41257 | CRICOS Code: 03622A
Level 2 & 4, 616-620 Harris Street, Ultimo NSW2007, Australia
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Last updated: December 2021

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 Staff Code of Conduct

Purpose
This code aims to guide the conduct of staff in the performance of their duties as an employee of
OzOffice Clean. It is intended to provide practical assistance for staff faced with ethical challenges.

Overview
All staff of OzOffice Clean are expected to perform the duties associated with their position skilfully,
impartially and diligently in order to contribute to the efficient and economic achievement of OzOffice
Clean’s strategic goals.
Staff should be guided in their conduct by the principles established by this code. If there is any doubt
as to the applicability of the code, or the appropriate course of action to be taken in certain
circumstances, the matter should be discussed with a senior member of staff.

Code

Ethical principles
The fundamental ethical principles on which this code of conduct is based are:

 respect for others

 integrity

 diligence

 economy and efficiency.

Respect for others

All staff are expected to treat others, including other staff and customers, with fairness and respect.
This involves:

 courtesy and responsiveness in dealing with others

 being sensitive to and respecting the rights and dignity of others

 making reasonable, fair and consistent decisions

 avoiding behaviour which might reasonably be perceived as harassment, victimization or

intimidation

© 2021 RTO Works AISL Pty Ltd T/A Rosehill College

RTO No: 41257 | CRICOS Code: 03622A
Level 2 & 4, 616-620 Harris Street, Ultimo NSW2007, Australia
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 avoiding discrimination on grounds such as age, race, sex, pregnancy, sexuality, ethnic
background, nationality, disability, political conviction, religious belief, or other grounds covered
by relevant legislation

 allowing alternative points of view to be expressed and reasonably debated.

© 2021 RTO Works AISL Pty Ltd T/A Rosehill College

RTO No: 41257 | CRICOS Code: 03622A
Level 2 & 4, 616-620 Harris Street, Ultimo NSW2007, Australia
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Last updated: December 2021

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Integrity
All OzOffice Clean staff have an obligation as a citizen and as an employee to observe the laws of the
State and the Commonwealth.
Staff are required to be familiar with, and comply with, all relevant OzOffice Clean policies, procedures
and codes of practices of the organisation.

Conflicts of interest
Staff should be honest in performing their role and avoid conflicts between their private interests and
those of their responsibilities to OzOffice Clean.
Conflicts of interest may arise when a staff member is in a situation where personal circumstances are
affected by the decisions or duties carried out in their role. A conflict may arise when any of the
following are involved:

 financial interests

 personal or sexual relationships

 personal beliefs

 outside employment

 political participation

 use of confidential information

 use of facilities, equipment and resources

 acceptance of gifts or benefits.

All staff must act responsibly and report any actual or perceived conflicts of interest that arise as part
of their role. If there is any question as to whether a conflict exists, staff must discuss the
circumstances with management to determine whether a conflict exists. Appropriate strategies will be
developed to manage any reported or perceived conflicts of interest.

Diligence
Staff are expected to carry out their duties in a professional, ethical and diligent manner at all times.
This means staff must:

 make decisions fairly, impartially and without bias, using the best factual information available

 keep records and documentation to support their decisions

 always aim to achieve the highest possible standard of performance

 continuously develop their knowledge in their professional fields and areas of responsibility.
Trainers and assessors must continue developing their vocational competencies to support
continuous improvements in the delivery of the services provided by OzOffice Clean

 exercise best judgment in the interests of OzOffice Clean

© 2021 RTO Works AISL Pty Ltd T/A Rosehill College
RTO No: 41257 | CRICOS Code: 03622A
Level 2 & 4, 616-620 Harris Street, Ultimo NSW2007, Australia
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 maintain adequate documentation to support decisions made

 ensure outside interests do not interfere with their ability to meet the responsibilities of their role

 adhere to professional codes of conduct and standards of ethics

 act responsibly when becoming aware of any unethical behaviour or wrong doing by any other
person. This may involve a report to a senior member of staff or to external authorities.

Economy and efficiency

Staff should use OzOffice Clean resources, facilities and intellectual property only for legitimate
purposes related to their role with OzOffice Clean.
Staff should avoid waste or minimize it where avoidance is not possible.
Staff should maintain sufficient security and protection of OzOffice Clean property, facilities, resources
and intellectual property.

© 2021 RTO Works AISL Pty Ltd T/A Rosehill College

RTO No: 41257 | CRICOS Code: 03622A
Level 2 & 4, 616-620 Harris Street, Ultimo NSW2007, Australia
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Last updated: December 2021

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 Stress Management Policy and Procedures

Purpose
OzOffice Clean is committed to providing positive and supportive working environment for all its
employees, which enables all employees to balance work and family/personal responsibilities. It
accepts that stressors in the workplace can have a negative impact on the organisation and
employees – affecting health, morale, absenteeism and work performance.
OzOffice Clean has duty of care to its employees and a legal obligation to provide a safe working
environment under Work Health and Safety legislation
OzOffice Clean is committed to promoting a healthy and supportive working environment and believes
that its staff is one of its most important assets and that their health and well-being is crucial. OzOffice
Clean hereby undertakes to take all needed sensible and practical steps to prevent occupational
stress and, where this is not possible, to minimise its effects and to ensure that all staff are informed,
of the supports they can access in case of stress.

Procedures
Where stress is work related, staff members are advised to discuss their concerns with their manager
or supervisor in the first instance to see what solutions may be available. In addition, all members of
staff are encouraged to contact Human Resources for the online self-help guides and further
assistance.

© 2021 RTO Works AISL Pty Ltd T/A Rosehill College

RTO No: 41257 | CRICOS Code: 03622A
Level 2 & 4, 616-620 Harris Street, Ultimo NSW2007, Australia
Version 1.0
Last updated: December 2021

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