Customer Service Manager

SKG Services; Brisbane; On-site; AUD 90,000 - 120,000; Full time

Job summary

SKG Services in Brisbane is seeking a Customer Service Manager to lead the operations team responsible for the Group's cleaning contracts. You will ensure service delivery aligns with contracts, client relationships, and WHS standards, across multiple sites in Queensland.

Strong leadership and a proactive approach are essential to drive performance and improvements. This role requires managing rosters, staff performance, audits, and liaison with suppliers, with travel between sites as needed.

Qualifications

• Experience in customer service, operations, or management within cleaning or facilities management.
• Strong leadership and people management abilities.
• Excellent communication and relationship-building skills.
• Proactive, solutions-focused approach; ability to drive improvements.
• Sound knowledge of WHS requirements and quality standards.

Responsibilities

• Act as the primary point of contact for clients, responding promptly and professionally to enquiries and issues.
• Build and maintain strong client relationships, ensuring service expectations are met and exceeded.
• Oversee the day-to-day operations of cleaning contracts, ensuring compliance with contractual and quality standards.
• Lead, support, and manage on-site cleaning teams, including rostering, performance management, and training.
• Conduct regular site inspections and audits to ensure service quality and WHS compliance.
• Ensure adherence to WHS legislation, identifying risks and implementing corrective actions.
• Manage rosters, consumables, and service delivery timelines.
• Liaise with suppliers to ensure timely procurement of materials and equipment.
• Coordinate periodic and ad-hoc cleaning services as required.
• Maintain accurate records, including site performance, incident reports, and client feedback.

Skills

Leadership

Communication

Client relationships

WHS knowledge

People management

Detail orientation

Travel willingness

Job description

Working as part of the operations team, this role is responsible for managing all operational activities of the Group.

The Customer Service Manager provides support, leadership, and guidance to all cleaning staff to ensure that operations meet their objectives and fulfil their mission in line with the strategic plan, contract requirements, client relationships, and systems management.

Responsibilities

• Act as the primary point of contact for clients, responding promptly and professionally to enquiries and issues
• Build and maintain strong client relationships, ensuring service expectations are met and exceeded
• Oversee the day-to-day operations of cleaning contracts, ensuring compliance with contractual and quality standards
• Lead, support, and manage on-site cleaning teams, including rostering, performance management, and training
• Conduct regular site inspections and audits to ensure service quality and WHS compliance
• Ensure adherence to WHS legislation, identifying risks and implementing corrective actions
• Manage rosters, consumables, and service delivery timelines
• Liaise with suppliers to ensure timely procurement of materials and equipment
• Coordinate periodic and ad-hoc cleaning services as required
• Maintain accurate records, including site performance, incident reports, and client feedback

What you bring

• Demonstrated experience in a customer service, operations, commercial and retail sites, or management role within the cleaning or facilities management industry
• Strong leadership and people management capability
• Excellent communication and relationship-building skills
• Proven ability to manage client expectations and resolve issues effectively
• A proactive, solutions-focused approach
• Strong organisational skills and attention to detail
• Sound knowledge of WHS requirements and quality standards
• A valid driver’s licence and willingness to travel between sites