Client Service Manager

Kclean Services Pty Ltd; Sydney; On-site; AUD 80,000 - 110,000; Full time

Benefits offered by this job

Full-time permanent employment

Career progression

Competitive salary

Job summary

Kclean Services Pty Ltd in Prestons, NSW, is hiring a Client Service Manager to be the primary liaison with our clients and ensure exceptional service delivery. You will manage client relationships, coordinate service schedules, oversee billing queries, and support the cleaning teams to meet client expectations.

In this full-time role, you’ll drive client satisfaction, retention, and business reputation while collaborating across a professional team and maintaining meticulous records, schedules,

Qualifications

• Proven experience in a customer service or client-facing role, preferably in cleaning services or related field.
• Excellent communication skills with clients, staff and management.
• Strong organisational and time management abilities with capacity to manage multiple client accounts.

Responsibilities

• Serve as the main point of contact for clients, responding promptly to enquiries and service requests.
• Manage and maintain detailed client records and account information, including billing.
• Coordinate and schedule cleaning services to optimise team efficiency and meet client requirements.
• Address and resolve client complaints and service issues professionally.
• Liaise between clients and cleaning teams to ensure service quality standards.
• Process new client onboarding with information about services and expectations.
• Monitor service performance and provide feedback to management on client satisfaction.
• Maintain records of service dates, times, client preferences and special requests.
• Assist with invoicing, billing inquiries and administrative tasks.
• Contribute to development of improved client service processes.
• Rostering of staff using online portal.
• Managing of outcome-based KPI's

Skills

Client relationship management

Communication skills

Time management

Scheduling software

Tools

Scheduling applications

Job description

Kclean Services Pty Ltd is a dedicated cleaning services company committed to delivering exceptional, professional cleaning solutions to our valued clients. We pride ourselves on maintaining the highest standards of cleanliness, reliability and customer satisfaction. Our team works across the greater Sydney region, providing comprehensive cleaning services to residential and commercial clients who demand excellence.

About the role

We are seeking a Client Service Manager to join our team in Prestons, NSW on a full-time basis. In this pivotal role, you will be the primary point of contact between Kclean Services and our clients, ensuring that every interaction reflects our commitment to outstanding service delivery. You will be responsible for managing client relationships, addressing concerns, coordinating service schedules, and ensuring that our cleaning teams meet the expectations of our clientele. This position is essential to our business, as you will directly impact client satisfaction, retention and the reputation of our company.

Key responsibilities

• Serve as the main point of contact for clients, responding promptly to enquiries, concerns and service requests
• Manage and maintain detailed client records and account information, ensuring accurate communication and billing
• Coordinate and schedule cleaning services to optimise team efficiency whilst meeting client requirements
• Address and resolve client complaints and service issues professionally and promptly
• Liaise between clients and cleaning teams to ensure service quality standards are consistently met
• Process new client onboarding, providing them with information about services, procedures and expectations
• Monitor service performance and provide feedback to management regarding client satisfaction and potential areas for improvement
• Maintain accurate records of service dates, times, client preferences and any special requests
• Assist with invoicing, billing inquiries and administrative tasks as required
• Contribute to the development and implementation of improved client service processes
• Rostering of staff using online portal
• Managing of outcome based KPI's

What we're looking for

• Proven experience in a customer service or client-facing role, preferably within the cleaning services industry or a related field
• Excellent communication skills, with the ability to interact professionally with clients, staff and management
• Strong organisational and time management abilities, with capacity to manage multiple client accounts simultaneously
• Proficiency in using computer systems and software, including scheduling applications, email and data entry programs
• Problem-solving mindset with the ability to address client concerns calmly and professionally
• Reliability and punctuality, with a commitment to maintaining consistent service standards
• A customer-focused attitude with genuine interest in ensuring client satisfaction
• Ability to work independently and as part of a team
• Preferably, experience in scheduling, dispatch or operations management would be advantageous

What we offer

• Full-time permanent employment with a stable and growing company
• Competitive salary commensurate with experience
• Supportive workplace culture where your contribution is valued and recognised
• Opportunities for professional development and career progression within the organisation
• A role that directly impacts client satisfaction and company success
• Work-life balance with standard full-time working hours based in Prestons
• A professional team environment where collaboration and communication are encouraged