Client Relations Supervisor

AYLA’s vision is to create an inspiring seaside destination that supports Jordan’s sustainable economic growth, driven by a mission to enrich lives through memorable experiences across art, music, sports, well-being, recreation, and unique entertainment. All roles are guided by core values of passion, excellence, inclusion and belonging, credibility, creativity and innovation, and sustainability, shaping daily work, leadership, and collaboration.

The Client Relations Supervisor is responsible for overseeing client service operations, ensuring that customer needs are addressed efficiently and professionally. The role focuses on maintaining positive relationships with clients, coordinating issue resolution, and supporting the Client Relations team to achieve service excellence and customer satisfaction.

Duties & Responsibilities:

•             Supervise and lead the Client Relations team to deliver high-quality service.
•              Develop and implement client service policies, procedures, and standards.
•            Monitor and evaluate staff performance, providing training and coaching.

•          Ensure compliance with company service standards and escalation procedures.
•          Develop and maintain service documentation, including policies and process manuals.

•         Oversee the handling of client service requests and complaints, ensuring timely resolution.
•          Implement and monitor service quality standards to improve client satisfaction.

• Strong leadership and team management abilities.
• Excellent communication and interpersonal skills.
• Proficiency in customer service software (CRM tools) and MS Office Suite.
•  Problem-solving and conflict resolution skills.
• Strong organisational and multitasking skills.
• Ability to work under pressure and maintain professionalism.
• Fluency in English and Arabic (spoken and written).
• At least 2 years in a supervisory capacity, preferably in facilities or service-driven industries.