Client Services Manager - South East Victoria

Smart Cleaning Solutions; Melbourne; On-site; AUD 80,000 - 110,000; Full time

Benefits offered by this job

Great Place to Work Certified

Annual bonuses

Career development pathways

Training and mentorship programs

Generous leave benefits

Job summary

Smart Cleaning Solutions, based in Mount Waverley, VIC, is seeking a Service/Client Services Manager to oversee a portfolio of commercial cleaning accounts across Victoria. You will manage client relationships, supervise/site inspections and coordinate schedules, aiming to exceed expectations and drive revenue.

The role demands strong communication skills, proven customer service delivery, and experience with CRM systems and Microsoft Office.

Qualifications

• 5+ years of experience in the commercial cleaning industry.
• 3+ years in a similar role managing commercial cleaning accounts/clients.
• Strong communication and interpersonal skills with the ability to build rapport with clients.
• Excellent organizational and time management abilities and ability to meet deadlines.
• Proven track record of delivering exceptional customer service and driving client satisfaction.

Responsibilities

• Manage a portfolio of commercial cleaning accounts, ensuring client needs are met and expectations exceeded.
• Serve as the main point of contact for clients, addressing inquiries and issues promptly.
• Conduct regular site inspections to ensure quality standards and identify improvements.
• Collaborate with internal teams to coordinate cleaning schedules, staffing and resources.
• Develop strategies to enhance client satisfaction, retention and account growth.
• Prepare and present reports on account performance and client feedback.
• Stay updated on industry trends, best practices, and regulations to improve service delivery.

Skills

Communication

Client relationship management

Time management

Customer service

Industry knowledge (cleaning)

Tools

Microsoft Office

CRM software

Job description

Smart Cleaning Solutions – Mount Waverley VIC

SCS Group is a rapidly growing commercial cleaning and integrated facility services provider, with branches across all Australian States and Territories. We provide services to some of Australia’s leading brands and are committed to delivering high-quality cleaning services that help our clients maintain exceptional standards and strong reputations. We areGreat Place to Work® Certified for three consecutive years, recognising our ongoing commitment to our people and workplace culture.

This key role involves establishing & managing client relationships & cleaning standards of several sites in the state which will make up your portfolio. To manage, supervise, inspect, and maintain the day-to-day cleaning service requirements of the Client and ensure all contract obligations are met in a manner that maintains the safety and well-being of all staff. In addition, the Client Services Manager is charged with identifying and leveraging opportunities to increase revenue.

The main responsibilities of the role will be:

• Manage a portfolio of commercial cleaning accounts, ensuring all client needs are met and expectations exceeded.
• Serve as the main point of contact for clients, addressing any inquiries, concerns, or issues promptly and effectively.
• Conduct regular site inspections to ensure quality standards are maintained and identify areas for improvement.
• Collaborate with internal teams to coordinate cleaning schedules, staffing, and resources to meet client requirements.
• Develop and implement strategies to enhance client satisfaction, retention and account growth.
• Prepare and present reports on account performance, including key metrics and client feedback.
• Stay updated on industry trends, best practices, and regulations to continuously improve service delivery.

The ideal candidate will have the following attributes:

• 5+ years of experience in the commercial cleaning industry.
• At least 3+ years of experience in a similar role, managing commercial cleaning accounts/Clients.
• Strong communication and interpersonal skills, with the ability to build rapport and trust with clients.
• Excellent organizational and time management abilities, with the capacity to prioritise tasks and meet deadlines.
• Proven track record of delivering exceptional customer service and driving client satisfaction.
• Knowledge of cleaning techniques, equipment, and safety protocols.
• Proficiency in Microsoft Office suite and CRM software.
• Ability to work and succeed in a fast-paced environment.

What you can expect;

• A competitive remuneration package + tools of trade.
• Great Place to Work® Certified for three consecutive years, recognising our commitment to our people and workplace culture.
• Performance-based, well-structured work culture.
• Additional leave benefits with a genuine focus on work/life balance!
• Numerous career development pathways, tailored training and development programs, and mentorship programs.
• Annual bonuses + generous employee referral program.
• Empowering you within a fun, diverse and inclusive culture.
• Additional annual leave purchasing policy, volunteer days, genuine reward and recognition programs and many more.

At SCS, we are focused on building a culture centred on belonging, and we are committed to creating workplaces where each individual can show up as their whole self, having an equal opportunity to succeed with us.

We believe diversity strengthens our organisation and are dedicated to providing equal opportunities for everyone to succeed. We strongly encourage applications from Aboriginal and Torres Strait Islander peoples and are committed to fostering a culturally safe and inclusive workplace where diverse backgrounds, experiences and perspectives are celebrated.

During our recruitment process, you will be required to undergo pre‑employment checks including reference and national police checks.