Senior Client Service & Escalations Manager

Job Title

Senior Client Service & Escalations Manager

Job Description Summary

Lead 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 opportunities

About the Role

We 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 opportunity 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 Responsibilities

• Act as the primary point of contact for key client stakeholders and agencies
• Manage complex service issues, escalations and client concerns through to resolution
• Build and maintain strong relationships with clients and internal operational teams
• Develop a deep understanding of client needs, priorities and portfolio requirements
• Facilitate effective communication between stakeholders and service delivery teams
• Lead engagement activities and maintain proactive communication plans
• Identify opportunities to improve client satisfaction and service delivery outcomes
• Support the delivery of contractual reporting
• Deliver monthly reporting, analytics and performance commentary
• Monitor stakeholder feedback and implement continuous improvement initiatives
• Partner with operational teams to ensure seamless and consistent service delivery
• Conduct regular face-to-face stakeholder meetings across the portfolio
• Manage two Client Service team members.

About You

• Experience in client relationship management or client service/customer success roles in the property, facilities management or construction sectors
• Proven skills in managing escalations, complaints or complex stakeholder issues
• Experience working on Government clients highly regarded but not essential
• Proven problem-solving skills with the ability to achieve positive outcomes in challenging situations
• Experience leading small teams
• Exceptional communication, presentation and relationship-building skills
• Ability to influence and engage stakeholders at all levels
• Excellent organisational and time management skills
• Ability to manage competing priorities in a fast-paced environment.

About Cushman & Wakefield

Cushman & 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 different and create value at every stage of the property lifecycle.

What We Offer

• Opportunity to manage relationships across a major government portfolio
• High-impact role with strong stakeholder engagement
• Exposure to senior client leaders and decision-makers
• Collaborative and supportive team culture
• Career development opportunities within a global organisation
• Diverse role combining relationship management, problem solving and service excellence

Diversity & Inclusion

At 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”

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