Client Services Manager

At Certis, our people are the drivers of our success. We create environments that empower our teams to innovate and succeed throughout their career. We are always on the lookout for talent that not only embodies but is committed to upholding our 7 values -safety, integrity, customer focus, teamwork, courage, care and professionalism.

Much like Australia itself, Certis is a unique blend of people, cultures and expertise that make us who we are today. We inspire businesses to unlock safer, smarter and better ways of safeguarding their assets, people and customers.

Certis integrated security solutions are backed by advanced technology and operated by our highly skilled staff across corporate, aviation, front-line services and concierge support, ensuring our business is sustainable and future-proof.

**Position Purpose**:
Certis is seeking a dynamic, motivated, and experienced leader to join our Protective Services division as a Client Service Manager. In this role, you will serve as an Account Manager, playing a crucial role in delivering exceptional service to our clients and managing security contracts in Sydney. Your responsibilities will include ensuring that client contractual expectations are met within the guidelines of our Quality Management System, effectively managing accounts, and acquiring new business to meet budget expectations.

**Key Responsibilities**:
**Profitable Growth**
- Manage designated accounts to budget and agreed pricing and margin criteria.
- Where required prepare and present Security briefs to Management and staff with regards to Guarding Clients.
- Work with designated clients to understand their Security requirements and develop and deliver service provision efficiencies.
- Appropriate allocation and coordination of resources to maintain optimal efficiency
- Support the development of Manpower Services Infrastructure business opportunities when required - Negotiation & quotation for Guard Services.

**Customer Focus**
- Attend regular client meetings (Guarding) as set out contractually or as directed and ensure prompt corrective response to client requests
- Where directed, prepare rosters for guarding staff
- Promptly attend to matters or directives raised by our Guarding, and any other clients and ensure timely follow
- Carry out customer satisfaction survey
- Oversee recruitment programs and staff training initiatives.
- Provide timely and accurate reporting
- Management of KPI’s & or Service Level agreements as per client contracts.

**Quality & Compliance**
- Adhere to all quality procedures relating to the division
- Assist with quality audits as requested
- Preparation, completion and implementation of site standing orders (SSO) and Safe Work Method & Environmental Statement (SWMES) at all sites that are managed within your portfolio within 30 days of contract commencement
- Documentation to be completed accurately and within specified timings (RFS, Account Application, Service Agreement etc.)
- Ensure the currency and accuracy of Quality Manuals & Site Standing Orders are maintained
- Ensure all documents are quality endorsed and current
- Ensure procedures are in place to manage onsite service quality provision
- Ensure workforce is compliant

**Teamwork and Leadership**
- Be respectful, courteous and demonstrate a good work ethic and team spirit,
- Take a leadership role in looking after other Account Managers client base during absences
- Assist the Operations Co-ordinator/ Rosters Team in the preparation of site rosters
- Liaise with the Supervisors after hours to ensure the smooth running of allocated sites, to assist with ad hoc guard enquiries.
- Be an effective team member, contributing to the Protective Services team
- Provide Leadership and training assistance to the Protective Services team

**Experience**:

- Managing efficient service delivery and contractual compliance
- Previous business to business sales experience
- Experience with events patrols and site security
- Leading a dynamic workforce and corporate teams
- 5 years’ experience with patrols and/ or site security - highly desirable

**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**:
**Certis Security Australia Master License**:
Sydney Night Patrol & Inquiry Co Pty Ltd
- NSW 400674602
- ACT 17501220
- QLD 41315
- WA SA48240
- NT 345
- SA ISL 178143
- TAS 3020

Certis Security Australia Pty Ltd
- NSW 405149073
- ACT 17501742
- QLD 3158254
- WA SA 72311
- SA ISL 235794
- VIC Z05 7