Client Service Manager

Client Service Manager 

ABOUT WILSON SECURITY:

Wilson Security is the leading provider in the provision of security services across Australia and New Zealand. Our services are supported by a highly experienced management team, industry-leading expertise and a strong local and national structure. We are committed to becoming Australasia’s leading provider of integrated Security Solutions. Wilson Security has an established Blue Chip national client portfolio which is in a period of significant growth.

ABOUT THE ROLE:

The Client Services Manager plays a pivotal role in advancing Wilson Security’s Vision and Business Unit Strategy by overseeing the operations and performance of allocated sites and teams within the Wilson Security portfolio. Reporting to the State Manager, this role provides visible leadership, direction, and issue resolution, ensuring operational efficiency and client satisfaction are consistently achieved within budgetary constraints. As a key liaison, the position facilitates seamless communication, reporting, and implementation of strategic initiatives between the Operations Team, Clients, and Site Personnel.

• Location: Brisbane CBD
• Full-Time Role
• Monday-Friday
• Competitive Salary + Car or Car Allowance

DUTIES & RESPONSIBILITIES:

1. Contract Performance

• Oversee site performance and ensure compliance with contractual and budgetary obligations.
• Develop action plans to address performance gaps and future site needs.
• Act as the primary contact for clients, resolving issues and driving process improvements.
• Ensure accurate invoicing, cost control, and rate structure reviews.
• Conduct regular meetings with management and clients to review performance and recommend improvements.

2. Financials & Reporting

• Manage P&L, ensuring accurate reporting, budget adherence, and addressing variances.
• Control subcontractor usage and ensure compliance.
• Reduce leave liabilities, manage absenteeism, and enforce company policies.

3. Leadership

• Provide visible leadership, set KPIs, and manage staff performance.
• Coach, train, and mentor staff, fostering growth and team morale.
• Resolve team conflicts and handle disciplinary matters promptly.
• Ensure staff complete required training and follow policies.

4. Workforce Planning

• Maintain adequate staffing levels and minimize overtime costs.
• Lead recruitment and succession planning to ensure business continuity.

5. Work Health and Safety (WHS)

• Enforce compliance with WHS policies and legislative requirements.
• Promote a safe work culture, conduct risk assessments, and address safety concerns.
• Report and close incidents promptly in Riskware.

Skills and requirements:

Knowledge, Skills, and Experience

• Extensive experience in multi-site operations within the Security Industry.
• Proven ability to analyse, manage costs, and ensure efficiency across multiple sites.
• Strong leadership and client management skills with experience in delegation, project management, and meeting deadlines.
• Excellent communication skills with the ability to provide clear direction to staff at all levels.
• Advanced time management skills in multi-site, multi-tasking environments.
• Competence in decision-making and situation analysis.
• In-depth knowledge of rostering, cost analysis, resource management, and compliance with Awards and EBAs/AWAs.
• Experience in performance management, including appraisals, counselling, and terminations across diverse business units.
• Solid understanding of HR principles, WHS, IR, and EEO legislative requirements.
• High computer literacy, especially in Excel, MS Word, and Workbuddy.
• Strong numeracy and literacy skills.
• Experience working in diverse cultural environments.

Qualifications

• Minimum 3 years in a Client/Account Management role.
• At least 5 years in the Security Industry delivering similar outcomes.
• State-based Security License (Class 1AC and Class 2ABD).
• Desirable:
  • Diploma/Cert IV in Security Risk Management, WHS, or Training & Development.
  • Tertiary qualifications in business or commerce.

Wilson Security is an employer of choice, engaging with our people both online and in person. We offer comprehensive Training and Development, Employee Benefits like a Wellbeing Hub, Health Insurance discounts, and Employee Assistance Programs. Our Innovation Council and Corporate Social Responsibility team connect with our communities through fundraising, sponsorship, and team building. In 2021, we were recognized by the Australian Security Industry Association as the Outstanding Security Guarding Company.

We are committed to building a workforce that reflects the diversity of the communities we protect, with a focus on supporting Aboriginal and Torres Strait Islander peoples. Our inclusive culture celebrates innovation and teamwork, highlighted by our monthly STRIVE awards.

Master Licence 3612342