Client Services Manager

Company description:

Certis Security Australia is one of Australia's leading security service provider with over 3,000 employees nationwide, providing our clients with industry leading security services with our state-of-the-art technology and highly qualified staff. As part of the Certis Group, SNP Security and BRI Security deliver integrated security solutions including operations technology, aviation, front-line and concierge security services to clients worldwide.

Job description:

Position Purpose

Reporting to Head of Freight and Regional - AVSEC, the Client Services Manager (CSM) will be responsible for Client Services of each client / project within their portfolio. The CSM maintains existing business in the manner to which they ensure service delivery and operational security are delivered without delay and or compromise. The CSM will help Certis clients to better understand the full potential of Certis services / products and act as liaison between the client and the Certis customer service experience.

The CSM is also responsible for collaborating with different Certis divisions / departments to improve customer service delivery programs and enhance customer satisfaction.

• To act as the primary point and become the reliable point of contact for each customer that is required to establish a strong business relationship.
• Provide regular updates to clients on the progress of service delivery that directly affect each client.
• Work closely with site supervisors, team leaders and security managers to ensure service delivery is provided within set contract KPI's /. SLAs or contractual requirements.
• Develop and maintain strong business relationships with Certis clients and their representatives and to demonstrate a collaborative interest in the promotion of their business.
• Provide overall management and leadership of field staff to achieve the goals of the organisation and encourage the development of teamwork and leadership skills amongst staff.
• Develop and motivate Certis Site Leaders to further their ability to provide superior operational and management service to both the client and the organisation.
• Work closely with the Workforce Planning / Rostering Unit within Certis Australia as required ensuring that resource allocation is maintained and that there are adequate resources that are trained and inducted to fulfill the required roles.
• Identify and evaluate new business opportunities to extend and develop Certis client portfolio and profit base.
• Proactively identify and recommend on improvement of existing services or the introduction of new services in line with the company's objectives and growth strategy.
• Develop and maintain site operational procedures (SOPs) in accordance with the company's policy in this area as well as facilitating CSDS to all their sites / projects.
• Facilitate and convene meetings with operational staff at a minimum every month.
• Participate in and attend multi-disciplinary meetings as directed by Head of Freight and Regional - AVSEC.
• Participate in the Fortnightly Operations Management Meeting and or as required by the Client.
  

Mandatory

• Drivers Licence.
• NSW Security Licence, or ability to obtain.

Desirable

• Certificate IV in Frontline Management.
• Certificate III in Security Operations

• Excellent organisational and leadership abilities
• Proven experience as a Team Leader/Supervisor in Security Operations or equivalent position.
• Security Operations an advantage
  

• Friendly and inclusive environment
• Growth and development are supported and promoted
• A discount program where employees, and their family members, can save at over 400 retailers Australia wide
• A well-being program that provides advice about mental, physical, and financial well-being
• An Employee Assistance Program (EAP) that is available to employees and their families
• Cultural diversity is valued and supported
• Emphasis on learning and development, where a state-of-the-art LMS is available to all employees
  

Certis Security Australia promotes diversity in the workplace through our Diversity Inclusion initiative and via our Indigenous partnership with Corroboree Security. We encourage women, Aboriginal and Torres Strait Islander peoples to apply for this role.

Should you apply please be advised that should a decision be made to proceed with your application to the next stage of the recruitment process, it is only at this stage will a member of the recruitment team be in contact with you.

Sydney Night Patrol & Inquiry Co Pty Ltd
• NSW 400674602
• ACT 17501220
• QLD 41315
• WA SA48240
• NT 345
• SA ISL 178143
• TAS 3020

Certis Security Australia Pty Ltd
• NSW 405149073
• ACT 17501742
• QLD 3158254
• WA SA 72311
• SA ISL 235794
• VIC Z05 798 61S
• VIC Z05 798 40S
• NT 1093
• TAS 458596293