Client Services Manager

Certis Security Australia; Brisbane; Hybrid; AUD 90,000 - 130,000; Full time

Job summary

Certis Security Australia is seeking a Client Services Manager to deliver high-quality security services across a portfolio of clients. You will lead frontline teams, maintain strong client relationships, and ensure services are delivered safely, compliantly, and in line with contractual requirements to support client retention and business performance.

You will oversee site supervisors and security officers, ensure KPI / SLA adherence, coordinate internal resources, and drive service

Qualifications

• Current Security Licence and valid Driver’s Licence.
• Proven experience in security operations, with leadership responsibility.
• Strong client management and stakeholder engagement skills with a focus on service excellence and long-term relationship building.
• Demonstrated ability to lead, motivate, and develop frontline teams in a fast-paced environment.
• Qualifications in Security & Risk Management (desirable).

Responsibilities

• Leading, supporting and upskilling site supervisors and security officers across your portfolio to deliver consistent, high-quality service across your client portfolio.
• Ensuring all services are delivered in line with contract KPIs, SLAs, and agreed operational requirements.
• Managing client feedback, incidents, and complaints, implementing corrective actions where required.
• Coordinating resources with internal teams, including workforce planning, to ensure effective staffing and continuity of service.
• Identifying opportunities to enhance existing services and support the retention and growth of client accounts.
• Maintaining site operational procedures and ensuring compliance with company policies, governance standards, and audit requirements.
• Conducting regular site and compliance visits to monitor performance, safety, and service quality.
• Promoting a proactive safety culture and ensuring all WHS and HSE obligations are met across your portfolio.

Skills

Leadership

Client management

Stakeholder engagement

Staffing planning

Safety culture

Education

Security Licence

Driver’s Licence

Job description

At Certis Security Australia, we deliver innovative, integrated security solutions that create safer environments - including major events and high-profile sites across Australia.

Our commitment is to a Safer, Smarter and Better workplace, where people are supported, respected and empowered. As Australia's only next-generation security company operating at scale, we're transforming how we work through technology, automation and operational excellence.

Job Impact

As Client Services Manager, you'll be responsible for delivering high-quality security services across a portfolio of clients. You'll lead frontline teams, maintain strong client relationships, and ensure services are delivered safely, compliantly, and in line with contractual requirements, directly supporting client retention and business performance.

What You'll Be Responsible For

• Leading, supporting and upskilling site supervisors and security officers across your portfolio to deliver consistent, high-quality service across your client portfolio
• Ensuring all services are delivered in line with contract KPIs, SLAs, and agreed operational requirements
• Managing client feedback, incidents, and complaints, implementing corrective actions where required
• Coordinating resources with internal teams, including workforce planning, to ensure effective staffing and continuity of service
• Identifying opportunities to enhance existing services and support the retention and growth of client accounts
• Maintaining site operational procedures and ensuring compliance with company policies, governance standards, and audit requirements
• Conducting regular site and compliance visits to monitor performance, safety, and service quality
• Promoting a proactive safety culture and ensuring all WHS and HSE obligations are met across your portfolio

What You'll Bring

• Current Security Licence and valid Driver’s Licence
• Proven experience in security operations, with leadership responsibility
• Strong client management and stakeholder engagement skills with a focus on service excellence and long-term relationship building
• Demonstrated ability to lead, motivate, and develop frontline teams in a fast-paced environment
• Qualifications in Security & Risk Management (desirable)

Benefits & Culture

What We Offer:

• Technology-led, intelligent security and facilities management solutions across Australia's most critical sectors.
• Collaborative, fast-paced work environment with hybrid work arrangements.
• Opportunities to work with senior stakeholders and contribute to strategic success.
• Commitment to diversity and inclusion; applications encouraged from women, Aboriginal and Torres Strait Islander peoples, and candidates from diverse backgrounds.
• Employee benefits such as retail discounts, annual awards, Regular employee engagement survey and a Reward & Recognition Framework

Diversity Statement

Within Certis Australia, we believe our strength lies in the diversity of our people. We offer an inclusive culture where you can be your authentic self, contribute your unique perspective and grow with equal opportunities for advancement. Our commitment to a Safer, Smarter and Better workplace ensures every employee is supported,respectedand empowered. We actively encourage First Nations and Torres Strait Islander people to apply as we build a brighter future, where all voices matter.

Certis Australia, a Certis Group company, is a leading outsourced services partner in Australia that designs, builds and operates multi-disciplinary smart security and integrated services.

We seamlessly orchestrate security, facilities management and customer experience for greater cost efficiencies that empower your future. We are committed to building a safer, smarter, better and more sustainable business for our partners and customers.

Our multi-service offerings leverage our century-old heritage in security right here in Australia, and augmented by modern technologies powered by data and AI solutions.

Certis Australia, a Certis Group company, is a leading outsourced services partner in Australia that designs, builds and operates multi-disciplinary smart security and integrated services.

We seamlessly orchestrate security, facilities management and customer experience for greater cost efficiencies that empower your future. We are committed to building a safer, smarter, better and more sustainable business for our partners and customers.

Our multi-service offerings leverage our century-old heritage in security right here in Australia, and augmented by modern technologies powered by data and AI solutions.