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Client Services Manager

2 weeks ago

Sydney CBD, New South Wales, Australia Pickwick Group Full time $60,000 - $80,000 per year

About the role

Pickwick Group has a great opportunity for an experienced Client Services Manager to join our Sydney Operations team to oversee a local Government contract portfolio. The primary responsibility of the Client Services Manager (CSM) will be to maintain and manage the relationship with the client, supervisors and cleaners on our client sites.

As the CSM you are the client liaison as well as the staff trainer, mentor and leader. You will ensure work is always undertaken within approved budgets and seek new business opportunities to enhance your client relationships.

You will maintain strong control over your site budgets and provide regular reporting to the State Operations Manager, ensuring communication is always open and transparent. There is a significant amount of administration work required in this role including managing time & attendance logs for payroll purposes and therefore we are looking for someone who has the required skills in this area as well as previous experience in an onsite management capacity.

How you'll contribute

Operations: Promote positive client responses and maintain strong relationships through client engagement, issue resolution, and service delivery planning. Essential tasks involve site inspections, payroll management, and adherence to industry regulations. Must demonstrate flexibility to undertake cleaning duties and support special projects.

Financial: Ensure operational budgets are met, prioritising labor and subcontractor costs. Monitor periodical, subcontractor, and material expenses closely to meet targets. Process contract variations promptly for accurate invoicing. Capture and process additional revenue opportunities efficiently.

SHEQ: Ensure compliance with legislative and company OHS requirements, including site-specific inductions, regular toolbox meetings, and immediate reporting of issues. Maintain company equipment and ensure electrical safety standards and adhere to IMS requirements.

Human Resources: Ensure adherence to company procedures for staff employment and induction, including disciplinary actions and HR liaison. Recruit top cleaning staff by assessing abilities and contacting referees. Conduct documented inductions and training, mentoring for quality and satisfaction. Communicate all IR and ER issues promptly and manage work rehabilitation effectively with National Risk, Safety and Compliance Manager.

Business Development: Drive revenue growth by actively pursuing and securing new business opportunities within the existing client base. Collaborate with management to develop targeted sales and marketing strategies for acquiring new clients when necessary.

Management and Reporting: Ensure proactive communication with management regarding any client retention risks. Deliver weekly reports on activity, covering customer visits, client and staff issues, revenue, and business development. Maintain accurate client and equipment databases. Actively participate in management meetings to contribute to strategic decision-making.

Do you have…

  • Experience as a Client Services Manager.
  • Demonstrated technical knowledge of cleaning services as well as applicable OHS and Environmental legislation.
  • Ability to communicate, train, motivate and manage staff.
  • High standard of written and oral communication skills.
  • High level of planning, organisational and analytical skills, including the ability to prioritise work and allocate resources.
  • Proven ability to apply legislative standards and concepts to enable the development of policies and procedures.
  • Ability to contribute effectively to the Company's business planning process.
  • Computer literacy, in particular MS Word and MS Excel.

Please note that only applicants with full Australian working rights will be considered.

It is a requirement of this position that extensive background checks are conducted. The background check process includes reference checks and validation of employment; proof of qualifications; proof of rights to work in Australia, Police, and ID checks.