Client Services Manager

Reporting to the State Manager, the Client Services Manager (CSM) will be responsible for client services of each client / project within their portfolio. The CSM maintains existing business in the manner to which they ensure service delivery and operational security are delivered without delay and or compromise. The CSM will help Certis clients to better understand the full potential of Certis services / products and act as liaison between the client and the Certis customer service experience. The CSM is also responsible for collaborating with different Certis divisions / departments to improve customer service delivery programs and enhance customer satisfaction

Workplace Health & Safety

- Take reasonable care for your own health and safety and the health and safety of other people in the workplace.

- Comply with health and safety policies and procedures, including the investigation and reporting of hazards and incidents to your manager.

- Comply with any reasonable instruction related to health and safety.

- Do not interfere with or misuse anything provided in the interest of health and safety.

- Understand and reinforce the requirements of HSE to keep our people safe.

- Meet company HSE requirements.

Key Responsibilities

- Coordinate internal projects and determine the best utilisation of resources to increase customer satisfaction.

- Attend all client monthly meetings.

- Create and encourage a proactive, responsive and productive work culture that delivers excellence in customer service.

- Develop and maintain site operational procedures (SOPs) in accordance with the company’s policy in this area as well as facilitating CSDS to all their sites /projects.

- Develop and maintain strong business relationships with Certis clients and their representatives and to demonstrate a collaborative interest in the promotion of their business.

- Develop and motivate site managers and supervisors to further their ability to provide superior operational and management service to both the client and the organisation.

- Effectively handle complaints from clients, ensuring all issues are analysed, resolved and recorded to a mutually satisfactory outcome.

- Enhance team performance by suggesting process improvements that lead to resolution of team issues.

- Facilitate and convene meetings with operational staff at a minimum every quarter.

- Identify and evaluate new business opportunities to extend and develop Certis client portfolio and profit base.

- Participate in and attend multi-disciplinary meetings as directed by State Manager.

- Participate in the Weekly Operations Management Meeting and or as required by the State Manager.

- Proactively identify and recommend on improvement of existing services or the introduction of new services in line with the company’s objectives and growth strategy.

- Provide overall management and leadership of field staff to achieve the goalsof the organisation and encourage the development of teamwork and leadership skills amongst staff.

- Provide regular updates to clients on the progress of service delivery that directly affect each client.

- Represent and promote the company at all times with a view of developing and identifying business opportunities.

- Responsible for the retention of clients allocated to them as detailed in their portfolio.

- To act as the primary point and become the reliable point of contact for each customer that is required to establish a strong business relationship.

- Work closely with site supervisors, team leaders and security managers to ensure service delivery is provided within set contract KPI’s /. SLAs or contractual requirements.

- Work closely with the Workforce Planning Unit within Certis Australia as required ensuring that resource allocation is maintained and that there are adequate resources that are trained and inducted to fulfill the required roles.

Qualification

Mandatory

- Drivers Licence.

- NSW Security Licence, or ability to obtain.

Desirable

- Certificate IV in Frontline Management.

- Certificate III in Security Operations

Skills

- Building customer loyalty - Effectively meeting customer needs; building productive customer relationships; taking responsibility for customer satisfaction and loyalty.

- Communication - Clearly conveying information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the message.

- Operational decision making - Relating and comparing data on operational (i.e., day to day) effectiveness from different sources; establishing goals and requirements that reflect organisational objectives and values, including the importance of continuous improvement; securing relevant information and identifying key issues, relationships, and cause-effect from a base of information; committing to an action after developing alternatives based on logical assumptions and factual information taking consideration resources, constraints, and organisational values.

- Safety awareness - Being aware of conditions that affect employee safety.

- Team development - Using appropriate methods and interpersonal styles to develop, motivate and guide a team toward a successful completion of a program/project; modifying behaviour according to tasks, situations and team members involved.

- Work standards - Setting high standards of performance for self and others; assuming responsibility and accountability for successfully completing assignments or tasks; self-imposing standards of excellence rather than having standards imposed.

Knowledge

- Knowledge of Security Industry’s legislation and guidelines.

Experience

- Proven experience as a Team Leader in Security Operations or equivalent position.

- Minimum of 5+ years’ experience in Security Operations.

- Excellent organisational and leadership abilities.

Benefits & Culture

- Friendly and inclusive environment

- Growth and development are supported and promoted

- A discount program where employees, and their family members, can save at over 400 retailers Australia wide

- A well-being program that provides advice about mental, physical, and financial well-being

- An Employee Assistance Program (EAP) that is available to employees and their families

- Cultural diversity is valued and supported

- Emphasis on learning and development, where a state-of-the-art LMS is available to all employees

Diversity Statement

Within Certis Australia, we believe our strength lies in the diversity of our people. We offer an inclusive culture where you can be your authentic self, contribute your unique perspective and grow with equal opportunities for advancement. Our commitment to a Safer, Smarter and Better workplace ensures every employee is supported, respected and empowered. We actively encourage First Nations and Torres Strait Islander people to apply as we build a brighter future, where all voices matter.

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