Job Title
Senior Client Service & Escalations ManagerJob 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 differently 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.