Customer Service Manager

SKG Services is a nationally recognised organisation with over 50 years of industry expertise. As a leader in premium soft facilities management, we deliver high-quality cleaning, security, and maintenance services across Australia. Our success is driven by our people—skilled professionals who are committed to excellence, accountability, and exceptional service delivery.
About the RoleWe are currently seeking an experienced Customer Service Manager (Cleaning Industry) to join our team, managing a portfolio of multiple Queensland sites.This is an operational role where you will be responsible for ensuring service excellence, strong client relationships, and the effective leadership of on-site cleaning teams. You will act as the primary point of contact for clients and play a key role in maintaining SKG’s high standards across all sites.This position is field-based, requiring regular travel between sites.Previous cleaning industry experience is essential.
Key ResponsibilitiesAct as the primary point of contact for clients, responding promptly and professionally to enquiries and issuesBuild and maintain strong client relationships, ensuring service expectations are met and exceededOversee the day-to-day operations of cleaning contracts, ensuring compliance with contractual and quality standardsLead, support, and manage on-site cleaning teams, including rostering, performance management, and trainingConduct regular site inspections and audits to ensure service quality and WHS complianceEnsure adherence to WHS legislation, identifying risks and implementing corrective actionsManage rosters, consumables, and service delivery timelinesLiaise with suppliers to ensure timely procurement of materials and equipmentCoordinate periodic and ad-hoc cleaning services as requiredMaintain accurate records, including site performance, incident reports, and client feedback
What You’ll BringDemonstrated experience in a customer service, operations, or management role within the cleaning or facilities management industryStrong leadership and people management capabilityExcellent communication and relationship-building skillsProven ability to manage client expectations and resolve issues effectivelyA proactive, solutions-focused approachStrong organisational skills and attention to detailSound knowledge of WHS requirements and quality standardsA valid driver’s licence and willingness to travel between sites
How to ApplyIf you are passionate about leading teams and delivering exceptional service outcomes, please submit your resume and a cover letter outlining your relevant experience and why you are suited to this role.We would love to hear from you.SKG Services is an equal opportunity employer. We encourage applications from Aboriginal and Torres Strait Islander peoples and are committed to creating an inclusive workplace that values diversity and provides equal opportunity to all, regardless of age, cultural background, sexual orientation, gender identity or expression, disability, veteran status, or any other characteristic.