Client Services Manager

About Us:

Glad Group is a family-owned Australian business with over 36 years’ experience delivering integrated services across security, cleaning, concierge and maintenance. We’re a people-first organisation focused on integrity, collaboration, and operational excellence.

As our Security division grows, we’re looking for a dynamic, high-energy Client Services Manager to manage a portfolio of both premium retail sites, concentrating on officer wellbeing, operational efficiency and asset security.

About the Role

Joining a successful team of CSM’s you be responsible for ensuring consistent, high-quality service delivery across multiple sites, while maintaining strong client relationships and supporting frontline teams.

Reporting to the Regional Security Manager, this position is ideal for a security professional looking to progress into broader operational management of both security officers and clients alike.

Key Responsibilities

• Own day-to-day operations across multiple premium sites
• Build strong, trusted relationships with clients and onsite stakeholders
• Conduct regular site inspections and performance reviews
• Ensure staffing levels and site procedures meet contractual requirements
• Manage incidents, issues, and escalations professionally
• Support mobilisation of new sites and contract transitions
• Monitor KPIs, service standards, and client satisfaction
• Manage site based P&L performance, pay reports and forecasting
• Identify service improvement and upsell opportunities

People & Performance

• Lead and support site supervisors and frontline officers
• Assist with recruitment, onboarding, and retention
• Promote professionalism, presentation, and customer service standards
• Support staff during and after incidents, including reporting requirements
• Attend client and staff social events when required

Compliance & Commercial Focus

• Ensure compliance with licensing, WHS, Awards, and company procedures
• Review rosters for efficiency, budget alignment, and contractual compliance
• Monitor overtime, leave balances, and cost controls
• Contribute to client reporting and contract reviews

About You

• Experience as an Account Manager, Operations Coordinator, or large/multi-site leader in security role
• Background in premium retail or commercial property environments highly regarded
• Strong client-facing and stakeholder management skills
• Organised, detail-oriented, and able to manage multiple sites
• Calm, pragmatic decision-maker under pressure

Qualifications

• Certificate IV in Security Operations, Security Risk Management, or WHS desirable
• Current SA State security licence
• Working knowledge of Awards and rostering principles

What’s On Offer

• Excellent remuneration package
• High-profile premium property portfolio
• Clear pathway to senior operations leadership
• Supportive, experienced leadership team
• Stable organisation with strong client relationships

 Glad Group is proud to be an Equal Opportunity Employer. We strongly encourage applications from Aboriginal and Torres Strait Islander peoples, women, and people of all backgrounds and abilities.

MASTER LICENCES:

ACT: 17502081 | SA: ISL249412 | NSW: 409557154 | VIC: 763-211-20S | NT: SFL1081 | WA: SA40606| QLD: 3199590