Client Services Manager
Vor 6 Tagen
Position PurposeReporting 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 to better 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.Key ResponsibilitiesAttend all client monthly meetings.Coordinate internal projects and determine the best utilization 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 in this area as well as facilitating 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 further their ability to provide superior operational and management service to both the client and the organization.Effectively handle complaints from clients, ensuring all issues are analyzed, resolved, and recorded to a mutually satisfactory outcome.Enhance team performance by suggesting process improvements that lead to the resolution of team issues.QualificationsMandatoryDrivers LicenceNSW Security Licence, or ability to obtainDesirableCertificate IV in Frontline ManagementCertificate III in Security OperationsExperienceProven experience as a Team Leader in Security Operations or equivalent position.Minimum of 5+ years' experience in Security Operations.Excellent organizational and leadership abilities.SkillsBuilding 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 organizational 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 into consideration resources, constraints, and organizational 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 successful completion of a program/project; modifying behavior 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.Benefits & CultureFriendly and inclusive environmentGrowth and development are supported and promotedA discount program where employees and their family members can save at over 400 retailers Australia wideA well-being program that provides advice about mental, physical, and financial well-beingAn Employee Assistance Program (EAP) that is available to employees and their familiesCultural diversity is valued and supportedEmphasis on learning and development, where a state-of-the-art LMS is available to all employeesDiversity StatementCertis 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 will a member of the recruitment team be in contact with you.#J-18808-Ljbffr
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