Client Services Manager

About The Company

Our client is an insurance repair electrical contractor servicing South East Queensland, working primarily with insurance builders across a high volume of jobs.

Supported by a Brisbane-based scheduling team and offshore data-entry support, the business operates in a fast-paced environment where responsive communication, reliable service delivery and strong client relationships are essential.

About The Opportunity

The primary purpose of this position is to take ownership of customer service and service delivery across the business while building strong day-to-day relationships with key insurance builder clients.

Reporting directly to the Directors, you will lead the scheduling team while remaining hands-on with escalations, operational issues and client communication.

Some of your responsibilities will include:

• Managing key insurance builder relationships and maintaining consistent communication
• Owning client escalations, pricing queries, variations and complaints from start to resolution
• Leading the scheduling team and ensuring jobs progress efficiently through to completion
• Managing customer service standards across phones, emails and after-hours call handling
• Conducting one-on-ones, reviewing job quality and monitoring team performance scorecards
• Following up technician reports and addressing recurring paperwork issues with field teams
• Managing offshore data-entry quality, on-call rosters and compliance administration
• Developing practical processes and checklists while overseeing general office and fleet operations

About You

The successful candidate will have:

• Previous construction or insurance building experience
• Experience in senior administration, operations or a similar hands-on leadership role
• Strong experience working within high-volume and fast-paced environments
• Excellent client relationship, communication and problem-solving skills
• Strong organisation with the ability to remain calm under pressure
• Experience leading teams and holding people accountable for service and quality standards
• Confidence working with operational metrics including response times, reschedules and booking accuracy
• A hands-on approach with the willingness to personally manage problems through to resolution

What's in it for You?

• Full-Time Leadership Role Based In Woolloongabba
• Own Key Relationships With Major Insurance Builders
• Lead & Develop A Growing Brisbane Scheduling Team
• Hands-On Role With Genuine Operational Responsibility
• Take Ownership Of Customer Service & Service Delivery
• Work Directly With The Directors Of The Business
• Improve Systems, Processes & Operational Performance

Apply today and don't miss out on starting this opportunity as soon as possible!