Client Services Manager

RecruitShop; City of Brisbane; On-site; AUD 95,000 - 115,000; Full time

Benefits offered by this job

Leadership role based in Woolloongabba

Own key relationships with insurance–a

Lead & develop Brisbane schedulingTeam

Hands-on role with operational respons

Take ownership of customer service & 


Work directly with Directors

Improve systems & processes

Job summary

RecruitShop in Woolloongabba, Brisbane, is hiring a Lead Client Service Delivery professional for a full-time leadership role. You will own client relationships with major insurance builders and lead the Brisbane scheduling team, ensuring service delivery meets high standards.

The role is hands-on with direct collaboration with Directors, driving process improvements, operational performance, and client satisfaction in a fast-paced environment.

Qualifications

• Experience in construction or insurance building environments.
• Track record in senior admin, operations or hands-on leadership roles.
• Ability to thrive in high-volume, fast-paced settings.
• Strong client relationships, communication and problem-solving skills.
• Organised, calm under pressure and results-driven.
• Experience leading teams and driving service/quality standards.
• Comfort with operational metrics like response times and bookings.

Responsibilities

• Manage key insurance builder relationships and maintain consistent communication.
• Own client escalations, pricing queries, variations and complaints to resolution.
• Lead scheduling team to ensure efficient progress from start to finish.
• Oversee customer service across calls, emails and after-hours handling.
• Conduct one-on-ones and monitor team performance scorecards.
• Follow up technician reports and address recurring paperwork issues.
• Manage offshore data-entry quality, rosters and compliance admin.
• Develop practical processes and oversee general office and fleet operations.

Skills

Construction/Insurance experience

Senior admin/Operations leadership

High-volume environment

Client relationships & communication

Organisational skills

Team leadership & accountability

Operational metrics

Hands-on problem resolution

Job description

EARN $95,000 - 115,000 Salary + Super | Full-Time Opportunity

Lead Client Service Delivery For A Growing Electrical Contractor

Own Key Builder Relationships, Scheduling & Service Operations

About The Company

Our client is an insurance repair electrical contractor servicing South East Queensland, working primarily with insurance builders across a high volume of jobs.

Supported by a Brisbane-based scheduling team and offshore data-entry support, the business operates in a fast-paced environment where responsive communication, reliable service delivery and strong client relationships are essential.

About The Opportunity

The primary purpose of this position is to take ownership of customer service and service delivery across the business while building strong day-to-day relationships with key insurance builder clients.

Reporting directly to the Directors, you will lead the scheduling team while remaining hands-on with escalations, operational issues and client communication.

Some of your responsibilities will include:

• Managing key insurance builder relationships and maintaining consistent communication
• Owning client escalations, pricing queries, variations and complaints from start to resolution
• Leading the scheduling team and ensuring jobs progress efficiently through to completion
• Managing customer service standards across phones, emails and after-hours call handling
• Conducting one-on-ones, reviewing job quality and monitoring team performance scorecards
• Following up technician reports and addressing recurring paperwork issues with field teams
• Managing offshore data-entry quality, on-call rosters and compliance administration
• Developing practical processes and checklists while overseeing general office and fleet operations

About You

The successful candidate will have:

• Previous construction or insurance building experience
• Experience in senior administration, operations or a similar hands-on leadership role
• Strong experience working within high-volume and fast-paced environments
• Excellent client relationship, communication and problem-solving skills
• Strong organisation with the ability to remain calm under pressure
• Experience leading teams and holding people accountable for service and quality standards
• Confidence working with operational metrics including response times, reschedules and booking accuracy
• A hands-on approach with the willingness to personally manage problems through to resolution

What's in it for You?

• Full-Time Leadership Role Based In Woolloongabba
• Own Key Relationships With Major Insurance Builders
• Lead & Develop A Growing Brisbane Scheduling Team
• Hands-On Role With Genuine Operational Responsibility
• Take Ownership Of Customer Service & Service Delivery
• Work Directly With The Directors Of The Business
• Improve Systems, Processes & Operational Performance

Your application will include the following questions:

• Please select your current eligibility to live and work in Australia.
• Please confirm which suburb you currently reside in.
• Describe your previous experience in the construction industry and how it has prepared you for this role of Client Services Manager, particularly in managing client relationships and service delivery.
• Please explain what motivated you to apply for this position and why you think you would be great for this role!
• Please outline your availability to start in a new role.