Role Description in General

Working as part of the operations team, this role is responsible for managing all operational activities of the Group.

The Customer Service Manager provides support, leadership, and guidance to all cleaning staff to ensure that operations meet their objectives and fulfil their mission in line with the strategic plan, contract requirements, client relationships, and systems management.

Responsibilities

- Act as the primary point of contact for clients, responding promptly and professionally to enquiries and issues
- Build and maintain robust 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

📌 Customer Service Manager (Brisbane)
🏢 SKG Services
📍 Brisbane