Multi-Site Client Services Leader

Cushman & Wakefield; Western Australia; On-site; AUD 90,000 - 130,000; Full time

Job summary

Cushman & Wakefield Perth, WA is seeking an experienced Client Services Manager to lead a two-site service delivery team, ensuring exceptional client outcomes and seamless operations in a busy on-site environment.

You will drive workforce planning, stakeholder engagement, and escalation resolution while partnering with tenants and service providers to maintain high standards and a culture of continuous improvement.

Qualifications

• 3+ years demonstrated experience in client service, customer experience or workplace operations.
• Proven leadership experience managing teams across two locations; 5 days on-site in the office.
• Strong stakeholder management and relationship-building skills.
• Experience managing escalations, customer complaints and sensitive issues.
• Excellent communication, negotiation and conflict resolution skills; highly organized with planning and problem-solving.
• High level of proficiency across Microsoft Office and business systems.
• Customer-focused mindset with a passion for service excellence.

Responsibilities

• Lead a multi-site team delivering exceptional client outcomes.
• Manage workforce planning including rostering, shift coverage and leave management.
• Ensure both sites maintain operational readiness and service excellence.
• Drive client satisfaction through proactive stakeholder engagement.
• Manage client issues, complaints and escalations through to resolution.
• Build strong relationships with tenants, clients, contractors and service providers.
• Coordinate regular tenant meetings and address operational feedback.
• Support onboarding, training and ongoing capability development of team members.
• Ensure compliance with workplace safety, risk management and reporting requirements.
• Oversee site access management, security permissions and visitor management processes.
• Monitor service delivery KPIs and implement continuous improvement initiatives.
• Support financial processes including procurement coordination, invoicing and cost control.
• Conduct site inspections, floor walks and operational reviews.
• Prepare reports and analyze service performance data with recommendations.

Skills

Client service

Leadership

Stakeholder management

Communication

Conflict resolution

Planning & problem solving

Microsoft Office

Tools

Microsoft Office

Business systems

Job description

Cushman & Wakefield Perth, WA is seeking an experienced Client Services Manager to lead a two-site service delivery team, ensuring exceptional client outcomes and seamless operations in a busy on-site environment.

You will drive workforce planning, stakeholder engagement, and escalation resolution while partnering with tenants and service providers to maintain high standards and a culture of continuous improvement.