ABOUT US:
FAST FACILITIES SERVICES. LTD PTY is a leading provider of professional cleaning and facility services across Australia. We pride ourselves on delivering exceptional service to our clients while maintaining the highest standards of compliance and operational excellence. As we continue to grow, we're seeking a detail-oriented Customer Service Manager to join our dynamic team.
ABOUT THE ROLE:
We are looking for an experienced Customer Service Manager for an immediate start. This position is a full-time ongoing position, working 38 hours per week based in Sydney, NSW.
The Customer Service Manager is responsible for overseeing all client relationships and service delivery standards within the cleaning operations and portfolios. This role ensures high levels of customer satisfaction, effective communication and timely resolution of service issues while supporting operational teams to meet client expectations.
KEY RESPONSIBILITIES:
· Manage and maintain strong relationships with clients, acting as the primary point of contact for service-related matters.
· Ensure all cleaning services are delivered in line with agreed contracts, quality standards and KPIs.
· Handle client enquiries, feedback and complaints in a professional and timely manner.
· Conduct regular client check-ins, site visits and service reviews in line with the Scope of Work agreed upon with the clients.
· Work closely with operations teams to address service gaps and improve performance.
· Monitor customer satisfaction and implement strategies for continuous improvement.
· Prepare reports on service performance, client feedback and retention metrics.
· Support onboarding of new clients, ensuring a smooth transition and clear communication.
· Train and guide team members on customer service best practices.
· Assist with contract renewals, variations and identifying opportunities for growth.
SKILLS AND EXPERIENCE:
- Proven experience in a customer service management role (cleaning or facilities services preferred)
- Strong communication, leadership and interpersonal skills
- Ability to manage multiple clients and priorities in a fast-paced environment
- Reliable, adaptable and able to work independently
- Problem-solving mindset with a proactive approach to service delivery
- Experience handling complaints and conflict resolution
- Good organisational and time management skills
- Proficiency in CRM systems (Connecteam, HubSpot, SMATA etc) and Microsoft Office
WHAT WE OFFER:
- A friendly and supportive work environment
- Ongoing training and development opportunities (provided where needed)
- Company vehicle provided, with all travel expenses between sites covered
- Opportunity to grow within a supportive and professional team
APPLY NOW:
If you are passionate about delivering exceptional customer service and want to be part of a growing and supportive team, we would love to hear from you.
Please submit your resume and a brief cover letter outlining your experience and suitability for the role on Indeed or alternatively you can send your CV and Cover Letter to this email address; [email protected]
We look forward to hearing from you!
Job Type: Full-time
Pay: $70,000.00 – $90,000.00 per year
Benefits:
Application Question(s):
- Do you have a Full NSW recognised Driver's License?
Experience:
- Cleaning, Customer Service or Operations Management: 2 years (Preferred)
Work Authorisation:
Work Location: In person
