Client Services Manager, based Australia [MPI-01109]

A leader in international mobility management providing relocation professionals with tailored solutions, our client now requires a Client Services Manager to join the Australian based team in Melbourne.

Role: Client Services Manager, based Australia [MPI-01109]

The principal objective of this role is to manage the team delivering mobility services to both private and corporate clients.


• Work with Account Managers to ensure corporate account’s needs are met
• Ensure operational compliance with client SLAs and KPIs
• Support Account Managers with escalations to ensure resolution;  review root cause analysis and trends to put in place continuous improvement processes
• Identify opportunities to improve & enhance processes
• Ensure that all advisors effectively administer services in line with internal procedures
• Manage holiday and sick leave to ensure adequate team coverage ensuring a fair workload
• Conduct regular coaching sessions and performance reviews for all account team members
• Identify team training needs and liaise with trainers to develop and deliver training
• Ensure employee files and systems are updated promptly
• Motivate the mobility team to provide excellent customer service
• Manage commitments working independently where appropriate

• The Client Services Manager will be set specific key performance indicators on Customer Satisfaction, Profitability and Continuous Improvement
• Strong verbal and written communication skills
• Experience in dealing with key client HR contacts is critical
• Experience in the relocation industry is essential
• Must be self-starting team player who can work effectively under pressure
• Strong leadership skills to develop the team to their best potential
• Appreciation of business processes and challenges
• Flexibility to adjust to the changing business requirements
• Commercial acumen focusing on profitability

Remuneration guide: Commensurate with experience

MPI Ref: MPI-01109

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September 10th, 2019 - Hot Jobs, Jobs