Client Services Manager (Accounting + Bookkeeping)

at; Gold Coast City; Hybrid; AUD 70,000 - 90,000; Full time

Job summary

A growing accounting and tax services firm in Gold Coast City is seeking a Client Services Manager to enhance client relationships and ensure smooth onboarding. The role involves managing client inquiries, supporting renewals, and coordinating workflows within a small team. Ideal candidates should possess extensive client service experience, strong communication skills, and proficiency in Xero Practice Manager. Join a supportive environment where your organizational skills will thrive and impact client success.

Qualifications

• Experience in a client service, account management, or practice management role.
• Strong judgment and professionalism in handling sensitive matters.
• Comfortable working in a small, fast-moving team.

Responsibilities

• Manage client onboarding and ensure smooth service transition.
• Act as the primary point of contact for client communication.
• Support client retention and renewals.

Skills

Client service experience

Strong communication skills

Relationship building

Organisational skills

Attention to detail

Professionalism

Follow-up confidence

Tools

Xero Practice Manager

Job description

Key Client-Facing Role

Be the central point of contact for our clients, helping ensure a smooth, professional, and responsive experience.

Supportive Team Environment

Work closely with a tight-knit team of accountants and bookkeepers who value clarity, collaboration, and follow-through.

Role With Impact

Play a critical role in improving client communication, onboarding, and internal coordination as the practice continues to grow.

About Us

At The Coghlan Group, we pride ourselves on offering a wide range of services to our clients across Australia, including tax and accounting, residential and commercial building, road construction, real estate, financial planning and wealth management, and mortgage broking. Our Tax and Accounting Practice, Accountancy Plus, is experiencing significant growth and is seeking a Client Services Manager to strengthen client relationships, improve consistency, and act as the bridge between clients and the delivery team.

About the Position

As the Client Services Manager, you will be responsible for managing the end-to-end client experience — from onboarding through to ongoing relationship management. You will ensure clients feel informed, supported, and confident, while helping the internal team stay aligned and organised. This is a hands‑on, hybrid Client Services role suited to a growing practice where coordination, client communication, and operational support sit together.

This role suits someone who enjoys people, structure, and ownership — and who can bring calm, clarity, and follow‑up to a busy professional services environment.

Responsibilities

Client Experience & Relationship Management

• Manage client onboarding and ensure a smooth transition into ongoing service
• Act as the primary point of contact for client communication and queries
• Support client retention, renewals, and ongoing engagement

Workflow, Job & Team Coordination

• Coordinate and allocate work across accountants and bookkeepers
• Monitor job progress and follow up to ensure deadlines are met
• Maintain clear workflows and task visibility across the team
• Manage jobs, workflows, and ATO lodgements through Xero Practice Manager (XPM)
• Issue client invoices and follow up outstanding accounts
• Liaise with the ATO regarding payment plans and client account matters

Practice & Office Support

• Identify and suggest process improvements to improve client experience and internal efficiency
• Act as the internal point of contact for leave coordination and basic office issues

About You

• Experience in a client service, account management, or practice management role
• Previous experience with Xero Practice Manager (essential)
• Strong communication and relationship‑building skills
• Strong judgment, confidence, and professionalism when handling sensitive client matters
• Highly organised with good attention to detail
• Comfortable working in a small, fast‑moving team
• Confident following up clients and internal stakeholders
• Experience in accounting, bookkeeping, or professional services is highly regarded

To Apply

Please submit your resume and a brief cover letter outlining your relevant experience.

Your application will include the following questions:

• How many years' experience do you have as a client services manager?
• How many years' experience do you have in a client services / account management role?
• Which of the following accounting packages are you experienced with?
• Which of the following statements best describes your right to work in Australia?