Job Title Senior Client Service & Escalations ManagerJob Description SummaryLead client relationships, resolve escalations and drive exceptional service outcomes across a major government portfolio.
Job Description Senior Client Service & Escalations Manager Sydney, NSW | Full-Time Highly influential client service role for key government client Resolve complex escalations and drive service improvements Join a global leader with strong career growth opportunitiesAbout the RoleWe have an exciting opportunity for a Senior Client Service & Escalations Manager to join a high‐profile government account, acting as the key link between clients, operational teams and senior stakeholders.
This role is focused on ensuring outstanding delivery of our services in alignment with SLA's and KPI's.
It involves building trusted relationships, proactively managing escalations and ensuring an outstanding customer experience across a diverse property portfolio.
Leading a team of two Client Service Managers, you'll work closely with stakeholders to understand their unique requirements, resolve issues, identify opportunities for improvement and ensure service delivery consistently exceeds expectations.
This is an ideal prospect for a confident person with client service experience in property or facilities management who excels at stakeholder engagement, problem‐solving and driving positive client outcomes.
It will suit a team player who thrives in a hands‐on, fast‐paced environment.Key ResponsibilitiesAct as the primary point of contact for key client stakeholders and agenciesManage complex service issues, escalations and client concerns through to resolutionBuild and maintain strong relationships with clients and internal operational teamsDevelop a deep understanding of client needs,



priorities and portfolio requirementsFacilitate effective communication between stakeholders and service delivery teamsLead engagement activities and maintain proactive communication plansIdentify opportunities to improve client satisfaction and service delivery outcomesSupport the delivery of contractual reportingDeliver monthly reporting, analytics and performance commentaryMonitor stakeholder feedback and implement continuous improvement initiativesPartner with operational teams to ensure seamless and consistent service deliveryConduct regular face‐to‐face stakeholder meetings across the portfolioManage two Client Service team membersAbout YouExperience in client relationship management or client service/customer success roles in the property, facilities management or construction sectorsProven skills in managing escalations, complaints or complex stakeholder issuesExperience working on Government clients highly regarded but not essentialProven problem‐solving skills with the ability to achieve positive outcomes in challenging situationsExperience leading small teamsExceptional communication, presentation and relationship‐building skillsAbility to influence and engage stakeholders at all levelsExcellent organisational and time‐management skillsAbility to manage competing priorities in a fast‐paced environmentAbout Cushman & WakefieldCushman & Wakefield is a global leader in commercial real estate services, with 50,000+ employees across 60 countries.
In Australia, we partner with some of the world's leading organisations to deliver innovative property solutions across office,



retail, industrial and logistics assets.
Our strength lies in our collaborative approach, deep market insight and ability to integrate services to deliver exceptional outcomes.
We are driven by a client‐first mindset and a commitment to excellence, empowering our people to think differently and create value at every stage of the property lifecycle.What We OfferOpportunity to manage relationships across a major government portfolioHigh‐impact role with strong stakeholder engagementExposure to senior client leaders and decision‐makersCollaborative and supportive team cultureCareer development opportunities within a global organisationDiverse role combining relationship management, problem solving and service excellenceDiversity & InclusionAt Cushman & Wakefield, we are committed to fostering a diverse, inclusive and respectful workplace.
We welcome applications from people of all backgrounds and experiences and are dedicated to creating an environment where everyone can thrive.
Please note applicants must be eligible to work in Australia.
Only shortlisted candidates will be contacted.
As an equal opportunity employer, Cushman & Wakefield encourages Aboriginal and Torres Strait Islander and female candidates to apply.
Cushman & Wakefield promotes safety at all times.INCO: "Cushman & Wakefield"Company ProfileCushman & Wakefield (NYSE: CWK) is a global leader in real estate services, leveraging our specialized expertise to deliver creative solutions and exceptional value to owners and occupiers.
With 52,000 employees in nearly 400 offices across 60 countries, we are one of the largest firms in the industry, with more than 100 years of history.
In ****, we generated $9.5 billion in revenue from our core services.
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📌 Senior Client Service & Escalations Manager (New South Wales)
🏢 Cushman & Wakefield
📍 New South Wales