Senior Client Service & Escalations Manager

Job Title Senior Client Service & Escalations Manager Job Description Summary Lead client relationships, resolve escalations and drive exceptional service outcomes across a major government portfolio.

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.

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.

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.

Opportunity to manage relationships across a major government portfolio High-impact role with strong stakeholder engagement Exposure to senior client leaders and decision-makers