Client Services Manager

About the Role

Are you a strategic leader with a passion for delivering exceptional customer experiences? Assure is seeking a dynamic Client Services Manager to lead our Client Services Centre. In this pivotal role, you’ll drive operational excellence, lead high-performing teams, and implement innovative strategies to enhance client satisfaction across multiple contact channels.

Key Responsibilities

• Lead and develop Client Services Team Leaders and Officers to deliver first-contact resolution and outstanding client experiences.
• Oversee daily operations including real-time management, planning, and resource allocation.
• Identify and implement business improvement opportunities to enhance service delivery.
• Manage performance through data analysis, reporting, and quality assurance.
• Drive employee engagement, culture, and professional development initiatives.
• Ensure compliance with WHS, quality, and contractual standards.
• Collaborate with internal stakeholders to implement process improvements and change management strategies.

What You’ll Bring

• 5+ years of managerial experience, ideally in a contact centre or customer service environment.
• Proven leadership skills with the ability to coach, motivate, and inspire teams.
• Strong analytical, communication, and stakeholder management skills.
• Experience in budgeting, performance reporting, and operational planning.
• A clinical background (e.g. Mental Health Nurse) is highly regarded.
• A passion for continuous improvement and delivering high-quality client outcomes.

Why Join Us?

At Assure, we’re committed to making a positive impact on people’s lives. As part of the APM Group, you’ll be supported by a values-driven culture, opportunities for professional growth, and a collaborative leadership team that empowers you to succeed.

Apply now and take your first step into a call central role with a difference, that opens a world of opportunity to you while delivering a vital service to people in need of support.

We're committed to Equality, Diversity and Inclusivity.

We welcome all people to join our team, including people from Aboriginal and Torres Strait Islander communities, living with disability, all gender identities, LGBTQIA+, people of any socioeconomic status, of any age, race, national origin or ethnicity. We believe each person’s uniqueness makes us even better at the work we do.

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