Be the Relationship Builder, Not the Cold Caller!

Do you love nurturing client partnerships? Are your retention rates one of your strengths? 

Are you highly organised and experienced managing a portfolio of clients, contractors and other stakeholders?

About the Company:
Our client is a national force in the commercial services space, delivering critical solutions to sectors like construction, facilities management, and health. They are an Australian business who have been operating in New Zealand for over 10 years and are going from strength to strength!

With the business and team expanding, they’re now looking for a dedicated Client Services Manager to help deliver on their promise of exceptional service across Aotearoa.

About the role:
As a Client Services Manager, you’ll be the key point of contact for a portfolio of clients across Auckland and beyond – ensuring they consistently receive the high-quality service they’ve signed up for. You’ll be responsible for maintaining service standards, resolving issues promptly, and working closely with subcontractors and franchisees to keep everything running smoothly across each site.

Day to day responsibilities:

• Manage a portfolio of existing clients across Auckland (and occasionally Wellington/Christchurch)
• Build strong relationships and proactively ensure high service standards are consistently met
• Handle escalations, quote requests, service feedback, and contract queries via Freshdesk (ticketing system)
• Coordinate with subcontractors and franchisees to resolve issues on the ground
• Deliver on-site training and performance management when required
• Monitor service delivery, contract scope, and client satisfaction levels
• Use internal CRM systems and Excel (pivot tables, reporting) to keep tabs on your patch
• Work closely with the wider NZ team including ops, admin, and the BDM to ensure a seamless client experience

You’ll Thrive In This Role If You Are:

• An experienced account manager or client services pro from the commercial cleaning, facilities, hospitality, or industrial services industry
• Skilled at building trust and credibility with both clients and contractors
• Able to hold performance conversations with calm confidence
• Commercially savvy – you understand how contracts work and know how to stick to them
• Highly organised and tech-literate – you’ll be juggling multiple sites and systems
• Solutions-focused, calm under pressure, and proactive in how you manage relationships

The Extras That Will Help You Shine:

• Experience in commercial cleaning, hotel services, catering, pest control or similar sectors
• Familiarity with CRMs, ticketing systems, and strong Excel skills
• A full, clean driver’s licence and willingness to travel when needed
• A natural communicator with a passion for delivering excellent service, every time

You’ll be joining a team that value strong relationships, high standards, and people who clients can count on. If this sounds like a team you’d like to join – apply now!

Please note that all applicants must be NZ Citizens, Residents, or have the legal right to work in New Zealand and be currently based in Auckland.

Reference: 143247