About Allied Facilities Management:

Allied Facilities Management is a trusted provider of integrated facility services across Australia, specialising in cleaning, maintenance, and support services. Our team works across retail, commercial, education, healthcare, and government sectors, with a strong emphasis on compliance, safety, and service excellence.

As we expand our national retail portfolio, we are seeking a dynamic Customer Service Manager – Cleaning to lead site operations, manage client relationships, and help grow our footprint through high-performance service delivery and strategic partnerships.

Position Summary

The Customer Service Manager plays a dual role in managing service delivery and fostering long-term client partnerships within a portfolio of high-profile retail contracts. This role combines hands-on operational leadership with a strategic focus on client engagement, business development, and service optimisation.

You will be responsible for ensuring all contractual requirements are met across multiple retail sites, while identifying opportunities to add value, improve performance, and expand service offerings. This is a high-impact position suited to a proactive leader who thrives in fast-paced, customer-facing environments.

Key Responsibilities

Operational Leadership

Oversee daily cleaning operations across multiple retail centres and commercial tenancies

Ensure consistent delivery of services aligned with KPIs, SLAs, and contract expectations

Conduct regular site inspections, compliance checks, and quality audits

Support and guide Site Supervisors and frontline staff, including rostering, mentoring, and issue resolution

Manage resourcing, leave, and service continuity across all managed sites

Client Partnership Management

Act as the key point of contact for all client stakeholders, including centre management and head office teams

Build strong relationships based on trust, transparency, and consistent service delivery

Conduct regular partnership reviews, attend client meetings, and respond to feedback constructively

Identify and resolve operational challenges promptly, ensuring high client satisfaction and retention

Business Development & Growth

Support retention of current contracts and work collaboratively to expand service scope

Identify upselling opportunities (e.g., additional services, special cleans, seasonal support)

Participate in tender development, pricing reviews, and new business proposals

Represent Allied Facilities Management during retail site transitions, walkthroughs, and launch planning

Oversee site mobilisation and setup activities, including staffing, equipment deployment, site inductions, documentation preparation, and ensuring all operational, safety, and compliance requirements are met prior to service commencement.

WHS & Compliance

Drive compliance with Allied’s WHS policies and client-specific safety standards

Ensure teams follow chemical handling protocols, PPE requirements, and risk controls

Conduct incident investigations, toolbox talks, and safety briefings as required

Maintain accurate compliance documentation and support regulatory audits or client reviews

Reporting & Financial Oversight

Track and report on contract performance, including labour spend, service levels, and incident trends

Approve rosters, timesheets, and payroll data in collaboration with Site Supervisors

Manage ordering of consumables, subcontractor costs, and site-based budgets

Submit client reports, internal updates, and KPI summaries to senior management

Skills, Experience & Attributes

Experience & Qualifications

Minimum 2 years’ experience in operations, account, or contract management roles within the cleaning or facilities sector

Demonstrated experience managing retail environments (e.g., shopping centres, strip retail, QSR)

Proven ability to lead teams across multiple sites and deliver results under pressure

Strong knowledge of WHS legislation, compliance, and client service models

Qualifications in business, facilities management, or WHS (desirable)

Skills & Attributes

Strong leadership, interpersonal, and client engagement skills

Commercially minded with a focus on efficiency, outcomes, and value-add solutions

Excellent written and verbal communication

Detail-oriented with strong planning and time management abilities

Confident using Microsoft Office, workforce management tools, and reporting systems

Valid Driver’s Licence and willingness to travel across assigned retail locations

Why Join Allied Facilities Management?

Be a key player in the expansion of Allied’s national retail portfolio

Take ownership of client partnerships and drive service excellence

Work with a values-led team committed to safety, quality, and accountability

Competitive salary package with vehicle allowance, bonus potential, and flexible working conditions

Professional development, training, and opportunities for long-term career progression

Apply Now

If you’re a motivated, dependable individual looking to be part of a supportive and growing company, we invite you to join Allied Facilities Management and contribute to our reputation for delivering quality, safety, and service excellence.

Allied Facility Management is an equal opportunity employer. We are committed to fostering a diverse and inclusive workplace and do not discriminate on the basis of race, national origin, religion, age, colour, sex, disability, veteran status, genetic information, or any other characteristic protected under the Fair Work Act 2009.

ONLY SHORTLISTED APPLICANTS WILL BE CONTACTED