Client Services Manager

Abbeys Group provides public auction, relocation and property clearance services to clients across Victoria under the business brands of Abbeys Auctions, Abbeys Property Services and Classic Moves. 

Each day our client services team deals with many vendors, buyers and services customers who are seeking our support to move, manage, buy or sell their posessions.  

Role Description

The Client Services Manager / Team Leader is a permanent, full time senior role, with responsibility for leading a team and supporting the customer facing activities of a branded business unit. 

Duties of the Client Services Manager include;

• Actively seeking to understand the needs of clients and collaborating with others to solve problems and provide appropriate solutions
• Managing the provision of customer service in line with our defined standards and procedures
• Supporting the work of valuers and consultants in the field, scheduling appointments and coordinating sales proposals
• Coordinating and scheduling in-home services services and after sales support
• Scheduling, rostering and approving timesheets for around 8-12 casual team members 
• Administering software systems and tools including contact and call management, auction inventory and workflow management, ensuring that users are trained and working compliantly and to the required quality levels
• Overseeing related financial activities including invoicing, payments and cash till
• Monitoring and measuring operational activities, producing regular performance reports, identifying areas for continuous improvement and leading service improvement projects.
• Coordinating and providing administrative and services support to client departments within Abbeys Group

Skills & Experience : To be part of our team you will be;

• Experienced - you will have at least 8-10 years experience as a customer-facing service and administration officer with at least 3 years as a team leader. You will be able to demonstrate problem solving and practical decision making based on understanding and balancing the needs of multiple stakeholders.
• Customer outcome focused - You will have well developed interpersonal skills and ability to advocate for our clients across all parts of our company in order to get the required outcome.
• Digitally skilled - You'll need to be confident, quick and accurate on the computer. A knowledge of contact management systems as both a user and as a systems administrator will be required. Specific knowledge of Zendesk is desirable.
• An excellent communicator - who can demonstrate strong verbal and written English language skills. 
• Adaptable - every day is different which provides variety (that's what's so great about working with lots of different people!)
• A multi-tasker - with high level of organising skills who can keep track of many things at once and manage them all smoothly, remaining calm under pressure.
• Accurate - with attention to getting the details right.
• A leader - who can coach, teach, focus and inspire the work of both direct and indirect team members in order to deliver on both our business goals and client service standards.
• Local Knowledge - a good understanding of Melbourne surrounds and the differing characteristics and needs of clients from different suburbs.
• Interested - in helping people, providing solutions to their needs, recycling, secondhand, vintage or collectables and doing your bit to save our planet

Salary range:

$75,000 to $80,000

In summary:

To be successful in this role you will enjoy interacting with a wide range of people, have a strong desire to set standards, be organised in yourself and to organise others. Your recent work experience will be managing in a sales or service support setting with lots of customer contact.

Extra skills that would be helpful but not essential are;

• Chinese (Mandarin) speaking - to assist with our many Chinese speaking customers.

If the Manager role is not quite right for you - we will welcome applications for another role available in our team as Client Services Coordinator. Details of this position are available on request.

Does this sound like you?

Please submit your resume plus a cover letter telling us why you will be a good addition to our team.