Job Title

Join to apply for the Customer & Client Services Manager role at OrikanJoin to apply for the Customer & Client Services Manager role at OrikanGet AI-powered advice on this job and more exclusive features. We''re seeking a dynamic Customer & Client Services Manager to drive excellence in contact centre service delivery, client account management and team leadership across our Local Government portfolio.About OrikanOrikan is a world-class provider of a complete range of parking technology solutions that support real communities. From meters, maintenance and sensors to infringement management, digital permits, smart payment applications, compliance and analytics: we provide a one-of-a-kind, industry-leading suite of services and solutions.About the role:As a key member of the Operations department, you will play a crucial role in the Call Centre and Customer Service category in this permanent, full-time position. In this role, you will be responsible for managing the client services team and PayStay and Permits contact centre team, ensuring high-quality service delivery to our valued clients and customers.Build and nurture strong client relationships with assigned client portfolio.Ensure service delivery meets contractual, client and customer expectations.Drive SLA improvements, issue resolution, and performance reporting.Lead account management including financials, governance, and commercial negotiations.Collaborate with internal teams and third-party suppliers for integrated service delivery.Inspire and lead Client Services and PayStay and Permits contact centre teams to meet KPIs and compliance standards.Champion cultural change and implement, maintain and enhance cutting-edge reporting and contact centre practice and technologies (KMS, agent assist, AI and automation tools).Influence enhancements to our proprietary iMaas platform for greater efficiency.Manage budgets, forecasts, and financial reporting for LG contracts.Support business growth, client transitions, and change initiatives.Lead and motivate the client services and PayStay and Permits team to achieve performance targets and deliver exceptional customer and client service.Develop and implement strategies to enhance overall customer experience and satisfaction.Handle escalated client issues or complaints with professionalism and efficiency.Collaborate with other departments to improve processes and procedures related to customer & client services.Conduct regular success reviews and provide constructive feedback to the team members.Monitor key performance indicators (KPIs) to assess the effectiveness of client services and contact centre operation.Contribute to the recruitment, training, and development of the client services and contact centre team.Prepare regular reports on customer feedback, service levels, and team performance for management review.Stay updated with industry trends and best practices in client services and contact centre management. What You BringDeep understanding of BPO and contact centre operations.At least 10 years experience in small to medium contact centre operations.Proven stakeholder management and relationship-building skills.Experience leading tech-driven transformation in service delivery.Strong communication and leadership capabilities.Track record of driving cultural change and system transitions.Ability to manage multiple priorities in a fast-paced environment.Experience with AI and automation for operational efficiency.Advanced digital literacy (Excel, MS365, SharePoint), CRM Systems.Experience with Genesys contact centre software.PowerBi proficiency for reporting and analytics.Knowledge of Local Government operations.Existing relationships with local government clients.Previous SaaS account management and service delivery experienceBachelors degree in business, commerce, or related field. What''s In It For You:Modern office based in vibrant South WharfValues-led culture; supportive and collaborative team environmentDiscounted parking at DFO South WharfSupportive team culture and ongoing professional developmentBe part of a purpose-driven company helping cities work better Ready to Lead the Change?If you are ready to take on this exciting opportunity as Customer & Client Services Manager at Orikan, we encourage you to apply and be part of a team thats transforming local government services across Australia.Seniority levelSeniority levelMid-Senior levelEmployment typeEmployment typeFull-timeJob functionJob functionCustomer ServiceIndustriesInformation Services and Software DevelopmentReferrals increase your chances of interviewing at Orikan by 2xGet notified about new Client Services Manager jobs in Southbank, Victoria, Australia.Melbourne, Victoria, Australia 31 minutes agoMelbourne, Victoria, Australia 5 days agoMelbourne, Victoria, Australia A$100,000.00-A$100,000.00 4 days agoClient Relationship Manager (Air Logistics)Melbourne, Victoria, Australia 1 week agoMelbourne, Victoria, Australia 1 week agoMelbourne, Victoria, Australia 8 hours agoMelbourne, Victoria, Australia 1 week agoDoncaster, Victoria, Australia 1 week agoMelbourne, Victoria, Australia 1 month agoMelbourne, Victoria, Australia 3 weeks agoRowville, Victoria, Australia 3 weeks agoMelbourne, Victoria, Australia 1 week agoMelbourne, Victoria, Australia 6 days agoMelbourne, Victoria, Australia 2 weeks agoTruganina, Victoria, Australia $130,000.00-$140,000.00 2 weeks agoMelbourne, Victoria, Australia 1 hour agoMelbourne, Victoria, Australia $90,000.00-$105,000.00 4 days ago126126-Regional Service Management Position-Dealers Management Assistant (Graduate Role)Melbourne, Victoria, Australia 1 month agoMelbourne, Victoria, Australia 4 days agoMelbourne, Victoria, Australia 1 week agoCommercial Operations Senior Account ManagerRelationship Manager - Property Services, Business BankingMelbourne, Victoria, Australia 1 week agoWilliamstown North, Victoria, Australia 5 days agoSenior Strategy Manager (Sustainability/Energy)Melbourne, Victoria, Australia 5 days agoMelbourne, Victoria, Australia 2 days agoBusiness Services Assistant Manager | Melbourne CBDProcess Excellence Manager (Financial Services)Melbourne, Victoria, Australia 3 weeks agoMelbourne, Victoria, Australia 2 weeks agoHawthorn East, Victoria, Australia 1 month agoMelbourne, Victoria, Australia 2 weeks agoMelbourne, Victoria, Australia 2 weeks agoWere unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI. #J-18808-Ljbffr