Customer Service Manager (Cleaning Industry)

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

Job summary

SKG Services is seeking an experienced Customer Service Manager (Cleaning Industry) to oversee a portfolio of sites across the Brisbane Area. This field-based operational role focuses on service excellence, strong client and employee relationships, and leading on-site cleaning teams.

You will act as the primary contact for clients, manage day-to-day cleaning operations, ensure WHS compliance, and drive continuous service improvements across commercial and retail sites.

Qualifications

• Experience in a customer service, operations, commercial and retail sites, or management role within 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.
• 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.

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

People management

Communication

Client relationships

Issue resolution

Organisational skills

WHS knowledge

Driver's licence

Job description

SKG Services is currently seeking an experienced Customer Service Manager (Cleaning Industry) to join our team, overseeing a portfolio of multiple sites (commercial and retail) across the Brisbane Area.

This is a field-based operational role where you will be responsible for ensuring service excellence, maintaining strong clients and employees relationships, and leading on-site cleaning teams.

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

SKG Services is an equal opportunity employer. We encourage applications from Aboriginal and Torres Strait Islander peoples and are committed to creating an inclusive workplace that values diversity and provides equal opportunity to all, regardless of age, cultural background, sexual orientation, gender identity or expression, disability, veteran status, or any other characteristic.