Job TitleClient Service & Escalations ManagerJob Description SummaryLead client relationships, resolve escalations and drive exceptional service outcomes across a major government portfolio.Job DescriptionClient Service & Escalations ManagerSydney, NSW | Full-TimeHighly influential client service role for key government clientResolve complex escalations and drive service improvementsJoin a global leader with strong career growth opportunitiesAbout the RoleWe have an exciting opportunity for an experienced 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.
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 opportunity for an excellent communicator with client service experience in property or facilities management who excels at stakeholder engagement, problem-solving and driving positive client outcomes.
The role will suit a confident person 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 solid 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 outcomesContribute to 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 portfolioAbout 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 situationsExceptional communication,



presentation and relationship-building skillsStrong customer service mindset and focus on client satisfactionAbility to influence and engage stakeholders at all levelsExcellent organisational and time management skillsAbility to manage competing priorities in a fast-paced environment.About 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"

📌 Client Service & Escalations Manager (Sydney)
🏢 Cushman & Wakefield
📍 Sydney