Client Services Manager

**Certis Security Australia**

Certis Security Australia and its operating companies SNP Security and BRI Security is one of Australia’s leading security service provider with over 3,000 employees nationwide, providing our clients with industry leading security services with our state-of-the-art technology and highly qualified staff. As part of the Certis Group, SNP Security and BRI Security deliver integrated security solutions including operations technology, aviation, front-line and concierge security services to clients worldwide.

**Position Purpose**

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**

**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**

NSW - Master Licence 405149073
ACT - Master Licence 17501742
QLD - Security Firm Licence 3158254
SA - Security Agents Licence ISL 235794
VIC - Private Security Business Licence 689-218-50S
VIC - Private Security Business Registration 689-218-92S
WA - Security Agents Licence SA58716

**Benefits**:

- Employee discount

**Experience**:

- CSM or Business Manager: 2 years (preferred)

Licence/Certification:

- 1A NSW Security Licence (preferred)
- NSW Driver Licence (required)

Work Authorisation:

- Australia (required)

Work Location: In person