Client Services Manager

Client Services Manager

SGS Australia is a leading provider of Testing, Inspection, and Certification services, supporting multiple industries across the country with trusted expertise and technical excellence. Backed by SGS's global legacy of over 140 years, we operate one of the largest networks of accredited laboratories and field facilities in Australia, with a network of more than 50 offices and laboratories and over 1,400 employees across Australia. We are accredited by NATA and ISO 9001, ensuring our services meet both Australian and international standards.

Job Description

SGS are seeking an experienced and dynamic Client Services Manager to lead our client-focused operations and join the team in Alexandria. This is a key leadership role responsible for managing high-value client relationships, driving service excellence, and overseeing a high-performing Client Services team. The ideal candidate will bring strong leadership capability, industry knowledge, and a commitment to delivering outstanding customer experience.

Responsibilities include, however are not limited to:

• Lead, mentor, and manage the Client Services team, including Customer Service Officers and Key Account Managers.
• Develop and maintain strong, long-term relationships with key clients, with a particular focus on top-tier accounts.
• Work closely with the Laboratory Manager and section heads (or delegate/2IC) to coordinate workload distribution and resolve operational challenges.
• Oversee client reporting, invoicing, and credit note processing in partnership with the GBS team.
• Support the implementation and ongoing use of digital systems including SLIM, E-DATA, SPM, EDGE, ENGAGE, ESDAT, and other client service platforms.
• Drive continuous improvement, efficiencies, and innovation across client service processes.
• Develop, monitor, and report on Key Performance Indicators (KPIs) for the Client Services team.
• Contribute to strategic planning, business initiatives, and operational projects as part of the NSW management team.

Qualifications

The successful candidate will have:

• Formal qualifications and/or experience in people management, client services, or laboratory operations preferred.
• Strong leadership, team management, and mentoring capability, ideally gained in a customer service–focused role.
• Knowledge of environmental industry operations and laboratory processes is desirable.
• Experience in water, soil, and air testing is advantageous.
• Previous NATA signatory experience is highly regarded.
• Ability to manage multiple priorities, solve problems, and maintain service quality under pressure.
• Proficiency in CRM systems and data management platforms.

Additional Information

WHY WORK FOR SGS?

Working at SGS means joining an innovative, Global company. Here are some of the benefits to working for SGS.

• As a company, we have embraced the shift to flexible work • Sustainability is embedded in our culture and the way we do business • Paid parental leave • Paid time for volunteering day and blood donations • Corporate health & wellbeing offers • Ongoing learning & development • Career development opportunities (Nationally and Globally) • SGS Rewards: Our employee benefits platform with access to retail and online discounts and cashback

COME TO WORK AND BE 100% YOU SGS Australia supports a diverse workforce, we encourage applications from people of all ages, nationalities, abilities, and cultures – including Aboriginal and Torres Strait Islander peoples, the LGBTQI+ community and people living with disability. Providing employment opportunities for Aboriginal and Torres Strait Islander people is an important part of our SGS Reconciliation Action Plan (RAP). We truly believe the diversity among us will continue to foster a strong, innovative, and forward-thinking workplace. SGS Australia acknowledges and pays respect to the past, present and future Traditional Custodians and Elders of this nation and the continuation of cultural, spiritual, and educational practices of Aboriginal and Torres Strait Islander peoples.