Customer Service Manager

2 weeks ago

Newcastle, New South Wales, Australia Skg Services Pty Ltd Full time

**About Us**
SKG Services is a nationally renowned organisation with over 50 years of industry expertise. As a pioneer in premium soft facility management, we deliver world-class cleaning, security, and maintenance solutions across Australia. Our success is built on our people, skilled professionals committed to excellence and high-quality service delivery.

**About the Role**
We are currently seeking a dynamic and experienced **Customer Service Manager** to join our team. This role will be primarily on the road, travelling from site to site. You will manage a portfolio of multiple sites in the NSW North area, ensuring exceptional client satisfaction and smooth operational delivery.

You will be the primary liaison between our clients, making sure that our high standards are consistently met while leading and supporting on-site cleaning teams.

**Key Responsibilities**
- Serve as the first point of contact for client communication, ensuring prompt and professional responses to all inquiries and concerns
- Build and maintain strong, lasting relationships with clients to understand and exceed their expectations
- Oversee daily operations of cleaning contracts, ensuring quality service and compliance with agreements
- Lead, mentor, and manage cleaning teams, including scheduling, performance monitoring, and training
- Conduct regular site inspections and audits to ensure adherence to service and safety standards
- Ensure compliance with WHS regulations and implement corrective actions as needed
- Manage rosters, supply orders, and service delivery timelines to meet client and operational requirements
- Liaise with suppliers for procurement and delivery of necessary materials
- Coordinate and manage additional or periodic cleaning services as required
- System compliance with accurate records of site performance, incident reports, and client feedback

**What You'll Bring**
- Previous experience in a customer service or operations management role, preferably within the cleaning or facilities management industry
- Strong leadership and people management skills
- Excellent communication and interpersonal abilities
- Proven ability to build client relationships and resolve issues effectively
- A proactive, solutions-focused mindset
- Strong organisational skills and attention to detail
- Knowledge of WHS compliance and quality standards
- Valid driver's license and ability to travel between sites as required

**How to Apply**:
If you are passionate about supporting a team in delivering outstanding service, please submit your resume and a cover letter outlining your relevant experience and why you would be the perfect fit for this role.

We would love to hear from you

Application Question(s):

- Have you worked in a role which requires a sound understanding of OH&S/WHS?
- What's your expected annual base salary?
- How many years' experience do you have as a Cleaning Manager?

Licence/Certification:

- Driver Licence (required)
- National Police Certificate? (required)

Work Authorisation:

- Australia (required)

**Location**:

- Newcastle NSW 2300 (preferred)

Work Location: In person

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