Client Services Manager - NSW

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 to ensure service delivery and operational security are delivered without delay or compromise. The CSM will help Certis clients understand the full potential of Certis services/products and act as a 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

• Attend all client monthly meetings.
• Coordinate internal projects and determine the best utilisation of resources to increase customer satisfaction.
• 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 and facilitate CSDS to all their sites/projects.
• Develop and maintain strong business relationships with Certis clients and their representatives and demonstrate a collaborative interest in the promotion of their business.
• Develop and motivate site managers and supervisors 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.

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 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 considering 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

Certis Security Australia promotes diversity in the workplace through our Diversity Inclusion initiative and via our Indigenous partnership with Corroboree Security. We encourage women, Aboriginal and Torres Strait Islander peoples to apply for this role.

Should you apply please be advised that should a decision be made to proceed with your application to the next stage of the recruitment process, it is only at this stage a member of the recruitment team will be in contact with you.